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====== Received Support Requests ======

The form is used by a company that provides support to its own users — an accounting firm, a software company and similar — to process the support requests (ZZP) that users enter in the [[brix:en:tickets]] form. It is part of the **Ticketing** module and is shown only to companies subscribed to that module.

The form is not in the menu: it is on the Brix home page, which you can return to at any time by clicking the **Brix** logo in the top left corner.

<note>
The user who enters a request sees only their part of it (the [[brix:en:tickets]] form). The fields about the partner, priority, the person in charge, associates and internal notes are visible only to the support provider, in this form.
</note>

===== List =====

[[brix:en:filter_search:start]]

Requests are grouped by status into the //Not processed//, //Open// and //Finished// tabs; the filter, quick search and columns are described on [[brix:en:post_tickets:list]].

===== How to... =====

  * [[brix:en:post_tickets:basic#closing_the_request|Close a request with an answer to the user]]\\ The //**{Close}**// checkbox opens the answer box; saving closes the request and notifies the user.
  * [[brix:en:post_tickets:messages#internal_message|Send an internal message to associates]]\\ A message seen only by the person in charge and the associates, not by the user.
  * [[brix:en:post_tickets:basic#invoicing_and_tracking|Invoice the service or open a job card]]\\ The //**{To Invoice}**// and //**{Open Job Card}**// checkboxes.
  * [[brix:en:tickets:rules|What to ask of the user in a request]]\\ The rules users should follow when entering a request; they also apply when you ask the user for additional data.

===== Buttons =====

  * <color #ffffff/#0087ab>**SAVE**</color> — Saves the changes to the request.
  * <color #ffffff/#f44336>**DELETE**</color> — Deletes the request; shown only in the //Edit// dialog.

===== Data tabs =====

  * **//[[brix:en:post_tickets:basic]]//** — Data about the request, the user and the partner, and the processing data: the person in charge, priority, associates, invoicing, job card and answer.
  * {{:icons:mail.png?20|}} **//[[brix:en:post_tickets:messages]]//** — All messages exchanged with the user inside the request, and internal messages to associates.
  * {{:icons:paper_clip.png?20|}} **//[[brix:en:tab_dms]]//** — Images and other files attached to the request, from your side and from the user's side.

===== Limitations =====

  * An internal message can be sent only when the request has //**{The person in charge}**// and at least one associate in the //**{Associates}**// field, and the logged-in person is one of them.
  * The //**{Public}**// field is not described yet.