Can the ticketing system be utilized by our clients to raise a ticket to the us (the integrator) if they notice an issue?
(Without using a separate service platform integration such as ServiceNow?) | |
- It depends on how the platform is being used.
If your customers are configured as sub-organizations, they can raise a ticket or escalate an incident into a ticket. In that case, the tenant admin, meaning the integrator, will be able to see it in the general Tickets list but he’ll not be notified.
- This flow was originally designed more for passing tickets from end users to OEMs, rather than as a full inbound ticketing system for integrators
- There is also an option to configure outgoing ticket flows using Web-hooks under Settings → Notifications, and connect that through a third-party Web-hooK tool.
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