E M S A D A
How do I report on Tickets or Ticket Actions?

To get you started there are two reports for tickets. The first is called Ticket Summary which reports on tickets as a whole. The second is called Ticket Action Summary which actually breaks down the tickets into actions so you can see how many minutes have been added per technician over a period of time.

When Emsada loads my previous opened tickets why is the tooltip “Ticket”?

To speed up the loading of Emsada Console at startup the ticket tabs that are loaded are added as tabs but not fully loaded. Once the ticket tab is clicked the ticket will load and the tooltip of the tab will then be the Customer Name, Ticket No. and Subject.

Can I Change a Ticket Logged Date?

Yes. When opening a ticket you are free to edit the ticket details after clicking the Edit Ticket button in the Ribbon. There is however another date field stored against the ticket which cannot be changed. This date field can be viewed in the ticket list by right clicking a column header, select Show Column

How does the SLA Progress Bar work?

The SLA Progress Bar calculates the percentage of time between the ticket logged date and the target time. It does not take into consideration working hours. This means if the ticket target time is within your configured working hours it will move faster than if the ticket target time carry’s over to the next working

Tickets

Create a Ticket Once you have a customer / department setup you can start creating tickets straight away. https://www.youtube.com/watch?v=aBSYzHeAdqs There are currently three ways to create a ticket from the Emsada Console. They are the Create New Ticket button in the Main Menu on the left, the New Ticket button at the very top left