Ticketing System Management

Let’s now return to the ticketing system.

Click here to access Intranet.ai Ticketing System via browser.

In the system, those with administrator permissions will have access to all these options:

• AD Groups

• Topics

• Areas

• Notices

• Settings

AD Groups

AD Groups are the groups that determine the visibility of tickets to agents. For instance, if Administrators create a group named "IT Support," all tickets directed to this group will be visible exclusively to agents within the group and administrators. Therefore, it's recommended to create Service Desk groups to include relevant users who will be useful for directing tickets. Note: For groups, it's advisable to use security groups (including Dynamics type) that are mail enabled.

Topics

Next, you need to create topics (Topics). By clicking on Topics and then on + Add topic, this bar will open up, where you can input the topic title and the group to which you want to assign it. Among the possible choices, the previously created groups will appear (the system works in a cascade, so follow the order AD Groups > Topics).

Areas

Following that, you create Areas. For each area, you assign a title and can associate one or more topics.