creating

Why can’t I see an existing knowledge base category when creating or editing articles?

There are two types of categories in the knowledge base: parent categories and subcategories. Parent categories cannot have knowledge base articles attached to them, while subcategories can. The image below shows an example of a parent category. Since the example above only has one parent category listed, a subcategory must be added before any articles can be created. When …

Why can’t I see an existing knowledge base category when creating or editing articles? Read More »

Creating Custom Views

Please Note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. Custom Views are saved filtered searches that can be created for Tickets, Assets, and Users. For example, you can create a custom view …

Creating Custom Views Read More »

Creating an Asset Custom Field

Please Note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. On the left sidebar, click Administration and then Custom Fields. The first step is to set up a field definition. This determines the …

Creating an Asset Custom Field Read More »

Creating Custom Views

Custom Views are saved filtered searches that can be created for Tickets, Assets, and Users. For example, you can create a custom view that only shows tickets created today.  You can create new views from the left sidebar. Click New View, and this will open the View Designer window. First, you need to name your custom view. Next, …

Creating Custom Views Read More »

Creating Custom Views

Custom Views are saved filtered searches that can be created for Tickets, Assets, and Users. For example, you can create a custom view that only shows tickets created today.  You can create new views from the left sidebar. Click New View, and this will open the View Designer window. First, you need to name your …

Creating Custom Views Read More »

Creating a Ticket Template

To access the Ticket Templates page, select Tickets > Ticket Templates on the left navigation. To create a new ticket template, click on the +Add Ticket Template in the top-right corner. Enter the Template Name.  In the first section, Ticket Issue, enter the following: Requestor  Ticket location  Enable Submit for Multiple Locations and select the …

Creating a Ticket Template Read More »

Creating Custom Views

Custom Views are saved filtered searches that can be created for Tickets, Assets, and Users. For example, you can create a custom view that only shows tickets created today.  You can create new views from the left sidebar. Click New View, and this will open the View Designer window. First, you need to name your …

Creating Custom Views Read More »

Creating and Utilizing Shortcuts

Support teams frequently encounter help requests for the same type of issue. Apply actions, comments, and parts to a ticket instantly with Shortcuts. To create a shortcut, open an In-Progress ticket. On the ticket action bar, click the wand icon and New Shortcut. Next, you will need to name your new shortcut and build out …

Creating and Utilizing Shortcuts Read More »

Scroll to Top