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Frequently asked questions
How do I create a report for tickets?
You generate a report for a ticket by completing the generated report form.
How do I create a report for workflows?
You generate a report for a workflow by choosing the relevant queue for that workflow and completing the generated report form.
Can the users have access to other user’s tickets?
A user can see the tickets of other users if given the rights/privileges to see the tickets.
How do I know when to create a resource user?
A resource user is a user that is responsible for treating tasks.
What is the difference between a standard user and a resource user?
A standard user is a user that manages day-to-day tasks, e.g Team leads, Managers, Head of department. While a resource is a user that wholly works on tasks assigned.
When do I create an external form?
An external form is created for external request for example an application form on a website.
When do I create an internal form?
An internal form is created for internal request for example a task to be completed for internal use only.
Why do I need a form for workflow?
The form tool enables you to collect information from internal or external users.
Can I create a workflow for every process?
Yes you can.
How do I create a workflow?
You create your workflow by doing the following: 1. Define your business process i.e Create Queue and Queue type 2. Customize your workflow form 3. Add escalations 4. Add approvals
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