This guide outlines how to configure global ticket settings, manually create tickets, navigate the ticket dashboard, customize table columns, utilize search filters and tags, structure parent and child ticket relationships, and create pinned ticket views.

Notes: 

• Throughout the documentation, you'll sometimes see text in italic font. This means the term is defined in our Syncro Glossary.
• For a high-level overview of where things are in Syncro, see About the Syncro Header & Primary Navigation Bar. 

Step 1: Customize Ticket Settings

Before you start working with Tickets, it's a good idea to look at the global Ticket settings. You'll find these under Admin > Tickets - Preferences.

Here are a few settings you may want to review:

• Enable Ticket Priorities: Check this box to use Syncro's priorities of 0=Urgent, 1=High, 2=Normal, 3=Low.
• Ticket Timer - Charge Billable Time by Default: Check this box so that whenever someone stops a Ticket Timer for a billable rate in the Labor Log, Syncro automatically charges this time to the ticket. Creating a Ticket communication for a billable labor rate will also automatically charge the entered minutes spent.
• Ticket Timer - Time is Non-Billable by Default: Check this box so that Ticket Timer entries will be Non-Billable by default across your entire Syncro account. (See also: About Syncro's Non-Billable Labor Feature.)
• Customize Text for Ticket Timer Charges: Enter the text you'd like to use for Ticket Timer charges. This will NOT be used on charges generated outside of the Ticket Timer. 
  OR
• Customize Text for Ticket Charges: Enter the text you'd like to use for Ticket charges (Ticket Timer charges included).

Also included on the Ticket Preferences/Settings page are sections for Ticket Issue Types and Ticket Statuses. These allow you to really customize Syncro to match the workflow that works best for your business and your clients:

View the Ticket Settings Reference for more details. (Bonus: create a new Ticket Issue Type or Ticket Status.) When you're finished making your selections, be sure to click Save.

Step 2: Manually Create a Ticket

As you might expect, a Ticket is a record containing details about a End User's need for services. As such, a Ticket is always connected to the person making the request. It can also be connected to that End User's Asset.

Once a Ticket is created, a Technician can log the time they've spent on resolving it, and you can decide whether (and how) you want to charge for that labor. Technicians can also collaborate on Tickets to solve End Users' problems quickly and efficiently, and communicate with End Users about their progress.

So you never have to go very far, there are three ways you can manually create a new ticket:

• From the Tickets tab,
• From the global “New” menu in the Syncro Header, and
• From the Tickets section on an Organization Details page.

Watch this short video to learn more:

Use the step-by-step instructions in Manually Create a Ticket to create a Ticket now. 

Step 3: Ticket Page Overview

We know that you and your Technicians will spend significant time here, so we designed the Tickets page to be an informative dashboard. There's color-coded ticket Due Dates and Statuses (both of which you can define and customize), clear priorities, and even inline editing so you're not having to hop in and out of pages to change information.

Watch this short video to learn more:

Learn more in About the Tickets Tab/Page.

Step 4: Customize Ticket Table Columns

When you have long lists of Tickets, it's important to be able to find the ones you want quickly. There are several ways you can do this. The first method is by customizing the Tickets table. 

Note: You must be a Global Administrator to customize tables.

Watch this short video to learn more:

 

Many Syncro tables offer customizing, sorting and filtering, grouping, and pinning columns. 

Learn more about how you can use tables in Syncro and explore some of these features in the Tickets table. 

Step 5: Search, Filter, & Tag Tickets

Another way you can find the tickets you want is to enter search criteria into the Search field, which you'll find in the upper left corner of the Syncro Header. As you'll see, this global search is useful for more than just Tickets! 

Using the Filters control in the upper right corner of the Tickets table, you can specify whether to show or hide specific Tickets based on various criteria like Status, Issue, or Priority:

If you add Tags to your tickets, you can customize your Tickets table as described in Step 4 to display a column with that information, use your Tags inside a Filter, or even use them to create a Ticket View (which we'll cover next).

Watch this short video to learn more:

Modify the ticket you created in Step 2 to add at least one tag. (Bonus: Use a Filter to exclude Resolved tickets and show only those with a High or Normal priority.) See Work with Ticket Tags for more information.

Step 6: Create Parent/Child Relationships

Use the instructions in Link Related Tickets as Parents/Children to make the ticket you created in Step 2 a parent by adding a couple of child tickets. 

Step 7: Create a Ticket View

Ticket Views let you customize exactly how you want to see your list of Tickets, then return to that view at the click of a button. (Think of them like saved Filters.) Ticket Views can help you: 

• Isolate tickets so that specific people and/or teams know exactly what to work on, 
• Monitor specific types of tickets to ensure they're not breaching SLAs or going stale.

Syncro provides a number of default Ticket Views and you can create your own. 

Watch this short video to learn more:

Check out some popular examples of Ticket Views, then create a few pinned Ticket Views. (Bonus: Group your tickets by parent in your view.)