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Ticketing

A help desk ticketing module rooted in the Kaseya Framework.

Help Desk Ticketing Provides:

  • Deploy Help Desk capabilities in minutes
  • Easy to use with no long training cycles
  • Accessible from anywhere with no special servers or reconfiguration
  • Quickly resolve issues and increase customer satisfaction
Quickly resolve issues
IT automation is the key for transitioning from a reactive environment to a proactive, results based IT service delivery model. Kaseya provides unparalleled automation of periodic IT tasks required to manage and maintain systems and devices.

For many IT professionals issue tracking can be the difference between users loving you and your team and users comparing your performance to the keystone cops. Many IT pro's appreciate having the ability to track issues through their life cycle, but don't have this integrated into their IT Management platform. With Ticketing integrated into the IT Management Platform, managing SLA's, server uptime, and end users is streamlined and efficient.

Kaseya provides a comprehensive and integrated help desk and ticketing system that helps IT professionals easily manage user’s expectations by providing IT support personnel with the tools they need to track and resolve issues quickly. Users and support personnel can now interact in real time to report, diagnose and resolve issues without ever having to physically visit the desktop.

provides a comprehensive and integrated help desk

Framework

The core sets of functions performed by the Kaseya framework are: deployment, configuration, execution, update, logging, reporting, monitoring and remediation. These functions are part of the core tasks an IT professional performs on a daily basis. Because the Ticketing module is built on this core framework, it is possible to:

  • Create tickets based on alarms
  • Use email to update end users and receive feedback
  • Assign priority
  • Route tickets via escalation points
  • Report on current ticket statistics

Agent Based

Agent Based

The agent-based architecture of Kaseya adds greater value than domain-bound technology. Domain-based and so-called agent-less technologies are useful in a single network where all resources are directly visible on the corporate LAN/WAN. Kaseya's technology is lightweight and forms its own, completely secure TCP connection with the server; without the need for address management, implementation of port mapping schemes at each site or the establishment of cumbersome VPNs to all the sites.

Agent Based Ticketing Opens the Door for

  • Instant ticket creation from agent alarms
  • Direct ticket access for users from the agent systray icon
  • Exhaustive audit trail of work performed on each ticket

Agent Based TicketingThe Kaseya help desk ensures that employees have a reliable and central method to report issues. As a result, we have less downtime and our workforce can focus on making sales rather than twiddling with their computers.

Mayur Kirtani, Director of IT
Belltone New England

Components

ComponentsManage Tickets

The View Summary page lists all tickets. Each row displays summary data for a single ticket. The Create/View page allows users to create new tickets, or review existing tickets and modify notes and statuses. The Delete/Archive page deletes old tickets, or deletes tickets in a particular category or status. You may reach the point where your system has so many old tickets that they are cluttering up searches with obsolete data so having the ability to archive can be very helpful.

Summary page lists all ticketsConfigure Ticketing

Ticketing Policies

With Ticketing, you can specify Notify Policies to determine who gets notified based on which events. Couple the Notify Policies with the Access Policies to ensure that the appropriate people interacting with a ticket have the appropriate access. Kaseya's Ticketing Assignee Policy will even allow you to configure routing based on different variables in the ticket itself. For example, auto-escalation based on category, status, priority, SLA, dispatch tech, or approval.

To continue the automation, Due Date Policies are used to enforce due dates based the same criteria so that server issues can be assigned a different due date policy and therefore allow separate SLA (internal or external) tracking.

Field Customization

The Edit Fields page creates fields used to classify tickets and sets the default values for those fields. Fields are associated with the entire ticket, as opposed to each note of the ticket. You can customize the field label and corresponding values of each field, including the mandatory fields. The fields you define here display in the following pages: View Summary, View Ticket, Delete/Archive, Access Policy, Due Date Policy and Email Mapping.

Email Reader and Mapping

The Email Reader page specifies a POP3 email account to periodically poll. Email messages retrieved from the POP3 server are classified by Email Mapping and converted into tickets. The Email Reader can receive any email, with or without attachments, and add the contents to the ticketing system. Additional information can be added to the email to enhance the mapping of the email to the ticketing system. The following tags can be included in either the subject or the body of the email.

The Email Mapping page assigns default values for new tickets created using the Email Reader. The default values assigned are based on the email address or email domain of the email sender. Matching can be optionally filtered by the text entered in the email subject line.