Agent ticketing for end users

The following requirements must be met in order for end users to create tickets using integrated ticketing:

• The Autotask Integration must be enabled and configured for the account. Refer to Autotask Integration.
• In the site that the end user's device is added to, the site must be mapped to a company in Autotask, and the device must be synchronized to Autotask. If the option is switched OFF or the device is not synchronized, the end user will not be able to access the Support Request form. For information on how to synchronize devices in the Autotask Integration, refer to Configure device synchronization.
• The end user's device must be targeted by an Agent Policy in which the Take screenshot and request support and/or Request support options are enabled. For more information, refer to Agent policy.

When the above requirements are met, end users can create tickets. Refer to Support Request form.

NOTE  Technicians can access tickets from Datto RMM or directly in Autotask and edit them there. For information about the Autotask ticket integration, refer to Configure ticket settings. For information about the notes that are automatically added to the Autotask ticket when an end user submits the Support Request form, refer to Autotask ticket information and notes for end user tickets.

NOTE  Once a ticket is created, a message will be displayed indicating the ticket number. In some instances, the ticket may be submitted successfully, but there may be a delay in receiving the ticket number from your PSA. In this case, a message will be displayed indicating that the request has been submitted and that the ticket number will be available on the Tickets tab once it is received. If ticket creation fails (for example, due to the device not being mapped within your PSA), an error message will be displayed.

End users can create tickets by following the steps below.

1. Open the Support Request form using one of these methods:

Method	Description
Agent Browser	Open the Agent Browser on your Windows device by double-clicking the Datto RMM system tray icon. Select the Tickets tab and click New Ticket.
Agent	Right-click the Datto RMM icon in the system tray on a Windows device or click the Datto RMM icon in the menu bar on a macOS device, and select Take screenshot and request support or Request support.
Desktop shortcut	If you are using a Windows device and the tray icon is hidden, you can create a Gui.exe shortcut to open the Support Request form. Set the shortcut's target to "C:\Program Files (x86)\CentraStage\Gui.exe" /newticket by browsing to and selecting Gui.exe, then adding a space and /newticket. Once the shortcut has been created, you can use it to create a ticket. TIP  The desktop shortcut can also be created by running the ComStore component Create "New Support Ticket" Shortcut [WIN] on the end user's device. To learn how to download components from the ComStore, refer to Download a component.

2. The Support Request form opens.
   

NOTE  The Support Request form can be branded and configured. Refer to Branding.

NOTE  If the end user's Windows operating system is Dutch or French, the Support Request form is translated into Dutch or French, respectively.

3. Depending on the Support Request form settings, some fields are marked as mandatory with an asterisk *, while some fields are optional. By default, you can see the following fields:

Field	Description
Logo	The company logo.
Summary of the issue	Enter a short summary of the issue you are experiencing.
Tell us about the issue	Provide a more detailed description of the issue so that the Datto RMM Support team can have a better understanding.
How urgent is your request?	Select one of the following options: • Not urgent • Normal • Urgent
Who is impacted?	Select one of the following options: • Only me • Don't know • Others • Company
Your name	Enter your name.
Your email	Enter your email address.
Your phone number	Enter your phone number.
Screenshot	Click Choose File to add a screenshot. A maximum of three images are allowed. Only pictures are allowed as attachments, and each file must not exceed 5 MB. If you selected the Take screenshot and request support option from the Datto RMM icon, a screenshot is taken of your current screen, saved to your desktop (with the date and time as file name), and added to the Support Request form automatically. When you submit the form, the screenshot is automatically deleted from your desktop. If you close the form without submitting it, the screenshot will not be deleted from your desktop. NOTE  When the Screenshot field in Support Request Branding is configured to be hidden but an Agent policy targets a device that has the Take screenshot and request support option ON, the end user can still take and submit a screenshot. Refer to Branding and Agent policy.

4. Click Submit. A dialog box confirms that your support request has been submitted.
5. Click the Refresh icon on the Tickets tab in the Agent Browser to see open tickets raised within the last seven days.

Once an end user submits a support request, they can no longer edit the ticket from within the Agent Browser. Therefore, best practice is to set up a workflow rule in Autotask to send a confirmation email to the end user once their support request has been received and a ticket has been created in Autotask. The end user can reply to the confirmation email if they want to add notes to the ticket. Technicians will be able to view the added notes in Autotask.

End users can add comments to tickets by following these steps:

1. Open the email confirming that your support request has been received and a ticket has been created in Autotask.
2. Reply to the email with the notes you wish to add to the ticket.
3. Once the reply is sent, the notes will be added to the ticket within Autotask.
4. You can check the status of the ticket in the Datto RMM Tickets tab via the Agent Browser, or within the Autotask Client Portal.
   

NOTE  Only tickets created within the last 7 days will show in the Tickets tab.