Ticket Management

Utilizing Ticket Form Snapshots in 1Stream

This article is a walkthrough on creating and using the Ticket Form Snapshot feature within our 1Stream integration.

1Stream Level Feature Notice

This feature is available for only Core level 1Stream users and up. If you would like this feature to be available, then please reach out to your bvoip Sales Representative to upgrade user licensing. 

What is a Ticket Form Snapshot?

A ticket form snapshot is also referred to as a ticket template. These templates make it easier for end users to be able to create tickets without being concerned if they chose the correct ticket boards. 

Once a ticket form snapshot is created by an end user, it is available for the entire organization to use. Only an administrator will be able to choose if a ticket template needs to be a default template for new and editing tickets in addition to removing ticket snapshots that do not correctly serve the company. Please have your administrator see our Default Snapshot article for more information. 

Who Can Create a Snapshot? 

New ticket form snapshots can only be created in the 1Stream Client, not in the 1Stream portal. Administrators can edit the boards and everything used to make a template in our Managing CRM Boards article

Creating New Ticket Form Snapshots

  1. Open the 1Stream Client.
  2. Pull up a client.
  3. Click on Add New Ticket button.ticketsnap2
  4. In the Add New Ticket pop-up that appears, adjust the fields as desired for predefining. ticketsnap3
  5. Click the Create Form Snapshot link. The pop-up will refresh to reflect what fields can be displayed. 
  6. Select the boxes based on the desired preferences of which fields are to be displayed.
  7. In the Name field, add the labelled name for this ticket template.TICKETSNAP5
  8. Click the Add button. 

Deselected Field Notice

If a field is deselected, it will reflect the first choice in the drop-down by default and will need to be selected each time.

The ticket window will refresh and the template created will be displayed as an option in the Select Snapshot drop-down. 

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