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Tickets
Tickets allow you to easily track issues and service requests from your clients.
Views
There are currently two main views for tickets
- All tickets (from all clients)
- Client-specific tickets - accessed via a client's view/page
Fields
- Subject
- Ticket description
- Client & Contact
- Priority (low/med/high)
- Status (open, working, hold, auto-close, closed)
- Related asset (future feature is to allow multiple assets)
Features
- Agent Assignment/Re-assignment
- Custom ticket prefix
- Time tracking
- Email integration
- Private/internal notes
- Merging
- Scheduled tickets
- Invoicing
- Close - Once a ticket is closed, it cannot be re-opened
- Auto-close tickets - sends a friendly chaser message before automatically closing the ticket for good
Email Ticketing
Registered client contacts can create/update tickets via e-mail.
- Configure at: Settings > Mail:
- IMAP Host, Port, Encryption
- Ticket from email/name
- Turn on: Settings > Ticket > Email-to-ticket parsing
- Add a cron job to run email_parser_cron.php every min
Notifications
- Client notifications can be configured to be sent on ticket creation & closure (“Send clients general notification emails”)
- New ticket email notifications can be configured to a email/distribution list, so your team is always aware of new tickets (“Email address to notify when new tickets are raised”)
- IN PROGRESS: Agents will be notified when assigned a ticket & when their assigned ticket is replied to / updated
Notes
- Only supports basic authentication (no oAuth) for now - a “nice to have” in the future
- Emails from unregistered contacts without a ticket reference are ignored (unless the from domain matches a domain registered in ITFlow)
API
/api/v1/tickets
Read - Retrieve ticket information (/read.php) (GET)
- Default / No params - Returns all tickets
- ticket_id - Specific ticket ID from the ITFlow database (may, but usually shouldn't, differ from ticket number)
Invoke-RestMethod -Uri "http://127.0.0.1/itflow/api/v1/tickets/read.php?api_key=3iVeTipINS9eDGpm&ticket_id=3" | ConvertTo-Json { "success": "True", "count": 1, "data": [ { "0": "3", "ticket_id": "3", "1": "TCK-", "ticket_prefix": "TCK-", "2": "3", "ticket_number": "3", "3": null, "ticket_category": null, "4": "Computer broken", "ticket_subject": "Computer broken", [...]