Phone Number: To enter a phone number from end-user; can be between digits. Field Setup- Extension: Check the box for the end-user to be able to input an extension into a separate field than the phone number. Field Setup- Description: Text to be shown inline with checkbox widget. Choices: Allows you to enter items that are chosen by end-user in a dropdown box. Choices: Enter the list choices one per line for end-users to select from.
For example, in the list below, the key is the number before the value name: 1: Apple 2: Orange 3: Banana. Default: Enter the key value for the item in the choices that the system will default to when the ticket is being created.
Prompt: Leading text shown on the drop down field for the end-user if there is no default choice entered in the configurations.
Multi-select: Enable end-users to choose more than one choice from the drop down box. Section Break: This feature allows distinction of form sections by adding a break with a title. The field label will show up in a grey box that has extended the width of the form. Enabled: This field can be disabled which will remove it from the form for new entries, but will preserve the data on all current entries.
Information: This field does not require input from the end-user nor the agent when creating a ticket. It is simply a way to communicate some sort of information. Field Setup- Content: Type your message here in a lighter, italicized font. File Upload: Allows End-Users to include attachments in association with custom fields other than the Issue Details field located in the Ticket Details form. Please note; attachments can be required for ticket creation if this field is marked as required.
All templates can include variables which will automatically pull that information if available from a submitted ticket. The entire set of email templates can be cloned for use and assigned to a specific Department of the Help Desk. This is especially useful if the messages need to be different for tickets assigned to the Department. An unlimited number of Forms can be built with an unlimited number of fields. This guide walks through the facets of the features and gives you an idea of how to understand and get the most out of the new features.
Feedback is welcome and encouraged. As an option, enabled by default, osTicket can now process HTML email and allows for rich text markup in most long-answer boxes across the system, including staff replies and internal notes posted to the ticket thread. To keep the feature consistent throughout, canned responses and email templates also sport an HTML theme now. The rich text editor used for rich text content editing throughout the software, will, in most instances, auto save your work to the osTicket server.
If the page is refreshed for any reason — if you are logged out, for instance, — your draft will be automatically reloaded and displayed. The draft will be discarded. If editing content, such as an existing canned response, the page will refresh and show the content from the most recent time it was saved. Signatures can also contain rich text markup now. All markup available in the ticket thread is available in your signature line.
Images are not allowed to be uploaded and included inline in signature boxes; however, any image that is already in the system — perhaps attached to a FAQ article or canned response or a help desk logo — is available to be added and resized in the signature.
However, you are encouraged to attach your company logos to the HTML email templates. Placing your logos there will allow you to create a much more consistent layout and theme across your user communication. Admin notes fields also allow rich text markup.
However, neither signature nor admin notes fields are shown with the markup toolbar. Simply double-click inside the rich text field or select a portion of the text, and a markup bar will appear by your mouse cursor. HTML emails are now the default and the templates used to format outgoing emails are always managed a rich text. To provide greatest compatibility, emails are sent in both HTML and plain text. In this case, only the plain text version, derived from the HTML template, is included in the email.
I just wanted to say that we installed osTicket Awesome and are very happy with it. At any given time we have about 25 persnickety techs using our system. I braced myself for all out warfare but I have heard nothing but praises from every single one of them. I had our web guy install osTicket Awesome yesterday.
Today I spent the entire day in the field and I only touched my laptop once. I can now open and update tickets from my iPhone. At last!
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