Ticketing

Take, route, and launch workflows from requests with Blissfully's ticketing tool

Context

Blissfully's ticketing tool allows anyone at the company to submit requests using templates you control and provide. Combine tickets with workflows to escalate requests into workflows and keep clear records of why work happened.

Ticket Templates

Ticket template are available in Ticketing > Gallery.

The gallery with built-in ticket templates

View and Edit

Blissfully comes with three ticket types built in:

  1. Request a new vendor: lets employees request a new app or vendor. You can escalate the request into a Vendor Approval workflow.

  2. Request access: lets employees request access to an existing app. You can escalate the request into an App Access workflow.

  3. Request something else: lets employees request anything that doesn't fit into either of the above ticket types.

As with workflows, hovering above the ticket template of interest reveals an Edit button. If a built-in ticket template is not to your liking, you can add questions in the edit view.

You can also choose a default assignee. Similar to tasks in a workflow plan, a ticket can be assigned to a role or a specific person/team.

If one of the built-in ticket templates is not applicable to or useful for your organization, you can uncheck the Published box to hide it from employees in their portal.

Create Ticket Template

If the built-in ticket templates aren't sufficient, you can create new ticket templates. Start by hitting the "Create new template" button.

First, you'll need to decide if your ticket template is in relation to an app/vendor or not. For example, if you want to let employees request a change in the Owner role of an app, use the app-related ticket type.

Once you select the type and provide a title, move on to the next screen to see the minimum required information for a new ticket template.

The four fields every ticket must have

As with built-in tickets to edit, you will set a default assignee, either a role or a specific person/team.

Additionally, you may select an escalation workflow. When you publish the ticket template and an employee uses it to submit a request, the recipient of the ticket will have the option to launch that type of workflow as a next step. Escalation workflows link tickets to their ensuing workflows, leaving a paper trail and rationale for why a workflow was launched.

The final required field, the description, will appear below the title in the gallery. Employees will rely on the title and the description to understand what the ticket is for, so be specific!

The remainder of the ticket template contains as many of these form elements as you like:

  • Section header

  • Person select

  • Document upload

  • Yes/No dropdown

  • Short answer

  • Long answer

  • Multiple choice

  • Choose all that apply

  • Date input

  • Number input

Once you complete the form, hit Save. The completed ticket template will appear in the gallery. Check the Published box to make it available to employees.