Working the service desk

Everything here is on a ticket's page or the ticket list, once RevoPSA is on. Owners and admins set up statuses, issue types and numbering in Settings → Tickets.

Statuses

Every ticket is new, in progress, waiting, resolved or closed. Your own statuses add names on top: "Waiting on customer" and "Waiting on parts" are both kinds of waiting. Set them in Settings → Tickets → Statuses: name them, put them in order, and pick the kind each one is. The board, SLAs, reports and the customer portal go by the kind, so they keep working whatever you call things.

• Keep at least one status of each kind, so a ticket can always be resolved or closed.
• A status keeps its kind once saved. For another kind, add a new status.
• An open status can pause the SLA: while a ticket sits in it, nothing about it is overdue, and the time it waited is added to its due times when it moves on.
• Removing a status moves its tickets to the first status of the same kind.

Issue types, tags and the requester

• Issue type says what kind of problem a ticket is (Hardware, Email, New starter). The list is in Settings → Tickets. Reports group by it.
• Tags are free labels, lower case, up to 20 a ticket. Filter the list by them.
• Requester is the contact at the customer the ticket is for (customer settings → Contacts). It's who gets the satisfaction survey when the ticket is resolved.

Files

Attach screenshots, logs and documents up to 10 MB each: images, PDF, Office documents, text, email and zip files. Programs and scripts are refused whatever they're called. Files are internal unless you switch Shared on before attaching, or choose Share on a file afterwards; shared files show in the customer portal, where the customer can attach files too. Files are encrypted where they're stored, and always download rather than open in the browser.

Checklists

Add a checklist to a ticket for steps to tick off (Syncro calls these worksheets). Each tick records who and when. Switch on Customer sees it to show the checklist, read-only, on the ticket in the portal. Templates can add checklists for you.

Child tickets, projects and merging

• Child tickets split the work: add them in the ticket's Child tickets section. Resolve open resolves every open child at once. Tickets nest one level deep.
• A project is a ticket whose children are its tasks, each with an optional phase, and a budget in hours. Make a ticket a project from its ⋯ menu, or open one from a project template. Projects in the sidebar lists them with their time against budget.
• Merge (in the ⋯ menu) moves a duplicate's notes, time, files, checklists, visits, watchers and children into another ticket of the same customer, and closes the duplicate with a note pointing there.

Timers

Start timer on a ticket starts your own timer. It runs on the server, so closing the page or switching to your phone doesn't stop it. Stop timer shows the time measured; change the minutes if you need to, add what you did, and it's logged as a time entry. Your running timers show above the ticket list.

Watching

Watch a ticket to get an in-app notification when someone else adds a note, changes its status, priority or assignee, or when the customer replies or attaches a file. Nobody watches anything unless they choose to.

Finding tickets and saved views

The search box searches ticket subjects, descriptions and notes, and finds a ticket by its number (#42). Use quotes for a phrase. Filters narrows the list by status, priority, issue type, assignee, tag or kind, sets the order, groups the list (by status, priority, assignee, customer or issue type) and picks the columns.

Save view keeps the filters, columns and grouping under a name, for you or shared with the team. Pick a view from the list at the top left. A shared view can be changed by the person who saved it or by an admin.

Ticket numbers

Moving from another system? In Settings → Tickets, set the number the next ticket gets. Numbers only go up, past every ticket you already have.

Templates and recurring tickets

A template opens a ticket (or a project) already filled in: subject, description, priority, issue type, tags, assignee, a checklist and child tickets or tasks. Make them in Settings → Tickets → Templates, and use them with From a template on the ticket list.

Schedule on the same page opens a template's ticket for a customer every day, week or month at an hour you pick. If a run is missed (the schedule was off, or the service was down) it opens one ticket, not one for every miss.

AI help

With AI set up for your workspace (Settings → AI), a ticket's AI help section can:

• Summarise the conversation for whoever picks the ticket up next;
• Suggest a reply to the customer, put in the note box for you to edit and share (internal notes are never quoted);
• Triage: suggest a priority, an issue type from your list and an assignee from your team, with a reason. Nothing changes until you choose Accept.

Each use counts as one AI message. Without AI set up, the section says so.