Using

The topic provides information about using FootPrints with an agent role or with a customer role. Using FootPrints with an agent role enables users to create, update, and close records (such as tickets, CIs, contacts and solutions), create saved searches (both private and shared), run reports, and use a mobile device to work with their tickets. Using FootPrints with a customer role is for employee end-users or external customers, enabling users to submit or track their own requests and issues, and search the knowledge base.

The following sections are provided:

Using FootPrints with an Agent role

The following table contains information for users who fulfill the role of agents in FootPrints.


Using FootPrints with a Customer role

The following table contains information for users who fulfill the role of customers in FootPrints.

GoalInstructions
Getting started with FootPrints
Managing tickets
Using chat to interact with agents

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