Help Desk Ticketing templates

rsstearns

I am working on leveraging the Help Desk template to manage our customers' IT tickets.

 

Requirements:

1. I need for the submitters to receive an auto acknowledgement of their service requests.

2. I need for the technician to be able to communicate back and forth with the submitter via the ticket. This will allow the Technician to ask questions of the submitter and give the submitter status updates.

Are these requirements possible with proper configuration of the Help Desk Ticketing template?

 

Thanks in advance!

Mike Wilday

You could 

1) Set up a notification to go out when someone submits a form that reads their email from the email field and sends to their email address a notification with custom language to indicate they submitted a ticket.  https://help.smartsheet.com/articles/542904-using-notifications

2) You could also use send update request from alongside rows to send updates to the tickets?  https://www.smartsheet.com/videos/update-requests

These are off the top of my head ideas but there might be an easier way. 

 

rsstearns

Mike:

 

Thank you for your response. I will dig in.

 

Seth

Mike Wilday

Hopefully, those ideas will work for you.