Creating Tickets in Helpdesk

Add customer inquiries by creating tickets in Helpdesk.

You can define the category, status, and transactions related to the ticket.

Note: To use the Helpdesk features, you need to Install or Purchase the Helpdesk App.

**Creating tickets in Helpdesk**

- * Akaunting Users


- * Your Clients/Customers

Akaunting Users

Create ticket in Helpdesk as an Akaunting user


- * From your Akaunting Dashboard, Click Helpdesk on the Navigation Menu Panel




- * Select New Ticket.




- * On the New Tickets page, Enter the Subject.


- * Select from the list of Categories (Change Request, Incident, New Feature Request, Problem). You can also add a new category.




- * Select a related transaction for the ticket. Invoices, Bills, Purchase/Sales orders and other transactions are listed here.


- * Define Status


- * Choose Priority (High, Low, Medium, or Urgent)


- * Assign a team member. (This is only applicable if you have invited a team member. See details on how to invite a team member here)


- * In the Message box, enter an explanation for the ticket.


- * Add an Attachment if necessary.


- * Then, Save.




- * A new ticket is added to the tickets page.

**Clients/Customers**

Your clients can create tickets using the helpdesk app. However, you need to give the client access.

See details on how to invite a client here.

Create a ticket in helpdesk from the client portal.


- * From the Client Portal dashboard, the Client clicks Helpdesk on the navigation menu panel.




- * The Client clicks New General Tickets.




- * The Client enters details in the necessary fields




- * Write a Subject.


- * Select the Category. Unlike a User, the Client only has access to Categories created by the User and can’t create new categories.




- * Choose the related transaction if applicable.

The _Related To_ field lists all the transactions (Invoices, Bills, Payment/Sales Orders, and other transactions associated with the Client).

If a ticket is related to any transaction, the Client can select that transaction.




- * Define the Ticket Status


- * Write a detailed explanation in the Message field.


- * Upload an attachment if necessary.


- * Then, Save.

The ticket is created and added to the tickets list page.

Updated on: 23/03/2025