Optanik Ticketing: tickets, queues, customers, automations, and the client portal. 6:54 · 18 chapters
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0:00Welcome to the complete walkthrough of the Optanik Ticketing System. We'll go through every item in the menu, work a ticket from start to finish, and set up your help desk.
0:08Ticketing is built into Optanik, so every ticket can be tied to a real computer, and you can fix the problem right from the ticket.
0:15The Dashboard shows your workload: open tickets, tickets assigned to you, ones nobody has picked up yet, and how many were opened and closed in the last thirty days.
0:25This chart compares tickets opened and closed over time, and the queue mix breaks them down by status and priority.
0:32Recurring categories shows where tickets keep landing. A busy category is the perfect place for a permanent fix, or an Optanik automation.
0:40Once tickets are closed, you'll also see who closes the most, and who turns them around fastest.
0:46And Needs attention lists the tickets to look at first.
0:50Create ticket opens a new one. The workspace, the devices, and the people all come straight from Optanik.
0:56Write a subject and a description, and choose a priority, from low to urgent.
1:01Pick a category, and the team that should handle it, like the Help Desk, Network, or Level 2.
1:07Then choose who asked for help, assign a technician, and link the device it's about. Press Create ticket, and it's in the queue.
1:14Remote Assist is here too, for helping someone who isn't in Optanik at all.
1:19They run a small portable app and read you its ID and one-time password. Type them in, press Connect, and you're looking at their screen.
1:27OptaMeet opens video meetings. It has its own walkthrough, and you'll see how it connects to tickets in a moment.
1:32All tickets is the full queue, from every workspace you support.
1:37Filter it by workspace, status, priority, category, or dates, then apply the filters.
1:42Each row shows the subject, the device, who asked, the status and priority, who it's assigned to, and how long it has been open.
1:51Under All tickets are ready-made views. My tickets is everything assigned to you.
1:56Unassigned is what nobody has picked up yet, and the badge counts them.
2:00Open is active work.
2:02Pending customer means you're waiting on the person who asked, and Pending internal means you're waiting on your own team, or a vendor.
2:09Resolved and Closed hold the finished tickets.
2:12And Quarantined holds suspicious tickets from the public form. They're held back without sending any notifications, so spam never reaches your team.
2:20Let's open a ticket and work it.
2:23At the top is the ticket number, its status and priority, who asked, and when it was opened and last updated.
2:29The conversation reads top to bottom: the first request, then every reply in order.
2:35Reply sends an email to the requester. Add people on Cc, attach files, write your answer, and press Send reply.
2:42Internal note is just for your team. The requester never sees it.
2:46Need to talk it through? Schedule Meeting books an OptaMeet call for this ticket, and Instant Meeting starts one right now.
2:54Give the meeting a title, a time, and a length, add notes, and choose whether the invite goes out as a public reply or an internal note.
3:02The device panel shows the computer this ticket is about: whether it's online, who uses it, and its address. Change links a different device.
3:11Its buttons open the device in Optanik, take remote control, show its history, and more, all straight from the ticket.
3:18Properties is where you set the ticket's status, priority, category, technician, and team.
3:24Press Update to save the changes. The requester is notified when it matters, like when the ticket is resolved.
3:30Now Settings. It starts with Categories and Teams. Categories are your ticket labels, and one of them is the default for new tickets.
3:37Add your own categories, or remove the ones you don't use.
3:41Teams group your technicians. New tickets go to the default team, then round-robin to its technicians, so the work spreads out evenly.
3:49Pick each team's technicians and save. If you'd rather hand out tickets yourself, just don't set a default team.
3:55Ticket Notifications connects your email. Forward the address people already use, like support at your company, to your ticket email. Every message that arrives opens a ticket, or adds a reply to one.
4:07Auto CC fills in addresses on every reply, like a manager who wants to stay in the loop.
4:12And Auto-tickets turns Optanik alerts into tickets automatically: a computer going offline, high usage, Windows updates, security problems, failed installs, and more.
4:24SMTP sends your ticket notifications through your own mail server. Use the address you forward as the From email, so replies land back on the ticket.
4:32Save your server details, and send a test to make sure it works.
4:36Billing and Users shows your plan and technician seats. It's where you invite people and set their Ticketing role.
4:43Bulk invite adds a whole team at once, and user groups give everyone in them the same access across Optanik, Ticketing, and Keyring.
4:50Email templates are the messages your customers get: the ticket confirmation, ticket opened, replies, changes, resolved, and closed.
4:58Click a field, like the ticket number or the customer's name, to drop it into the message. There are no codes to remember.
5:04A live preview shows exactly what the customer will see. Then save the template.
5:09Reports gives you a quick look at how tickets are moving. Pick a view and a time range.
5:13The views cover volume, technicians, categories, priority, response time, and sources. Technicians shows who closes the most, and who is fastest.
5:23Response time shows your first reply time, time to close, and how often tickets get reopened.
5:28And Sources shows where tickets come from: the public page, Optanik alerts, email, and your top requesters.
5:35Print any report, or save it as a PDF.
5:38Public page is your help desk's own website, where people open tickets and look them up, without signing in.
5:44Live preview is the real page. Drag sections around, set them full width, left, or right, and add text, titles, dividers, and images.
5:53An announcement banner can warn everyone about an outage.
5:57Then add your hours, an after-hours contact, your IT staff, FAQs, knowledge base articles, and Remote Assist downloads, so people can help themselves.
6:06Security protects that public form. You can switch it off in an emergency.
6:10Turn on a CAPTCHA, a hidden trap for bots, and limits on how many tickets each address or email can send in an hour.
6:18Duplicate tickets can be quietly quarantined, or rejected outright.
6:22Knowledge base is where you write help articles. Give one a title and a summary, write the page with headings, lists, links, and images, and publish it.
6:31Pin your most useful pages to keep them at the top of the public list.
6:35At the bottom of the menu is your public page's address, with a shortcut to edit it,
6:39a shortcut to set up your ticket email,
6:41and Need Help, which opens a ticket with the Optanik team.
6:46That's the whole Ticketing System. Try it yourself, free, with the live demo at demo.optanik.com.
