Managing Tickets

Viewing Starred Ticket Views 

1. Click the hamburger menu icon at he upper-left corner of the home screen.
   
   
2. Notice that all starred ticket views are displayed at the top of the tickets views list.
   
   
3. Click a category of your choice to view the tickets in the starred view.
   

1. On the home screen, click the hamburger icon at the upper-left corner.
   
2. In the displayed screen, click the Department drop-down arrow, as shown in the image below.
   
   
3. From the displayed list of departments, select the required department.
   
   
4. Notice that the tickets related to the selected department is now displayed for you.
   

1. Go to one of the ticket view page.
   
2. Click the magnifying glass icon. 
   
   
3. In the Search Tickets field, do one of the following.
   
4. Click inside the text field, enter the search text.
   
5. Then, click the search filter icon at the upper-right corner of the page.
   
6. Choose either from all departments or from the current department.
   
7. From the displayed list of tickets, select the required ticket.
   

1. On the home screen, click the hamburger icon at the upper-left corner.
   
2. In the displayed screen, scroll down the screen to see all the tickets views. 
   
3. From the listed views, select the required view. 
   
4. You can view the tickets pertaining to that particular view. 
   

1. On the home screen, click the add icon at the bottom-right corner of the screen, as shown in the image below.
   
   
2. In the Add Ticket page, enter the details as shown in the image below. 
   
   
3. Click the right mark at the upper-right corner to save the ticket.
   

Setting Ticket Due Date

1. In an open ticket, click the Set Due Date drop-down arrow.
   
2. In the displayed calendar, set the due Date and Time of ticket resolution.
   
   

Setting Ticket Status

1. In an open ticket, click the status drop-down arrow.
   
2. In the displayed list of statuses, select the required status.  
   
   

Setting Ticket Priority

1. In an open ticket, click the priority drop-down arrow.
   
2. In the displayed list of levels, select the appropriate one.
   
   

Ticket Actions

You can perform the following action on a ticket using the more actions icon.
          

Actions	Enables you to
View Details	View details and history of the ticket
Edit Ticket	Edit existing details in the ticket
Move	Move the ticket from the existing department to another
Close Tickets/Open Ticket	Close the open ticket or open a closed ticket
Delete	Delete the ticket
Assign	Assign an agent to a ticket
Followers	Add other agents as followers to the ticket
Reply	Reply to the ticket comment
Forward	Forward the ticket to another agent
Spam	Mark the ticket as spam
Share URL	Share the ticket URL with another agent

Viewing Ticket Details and History

1. Open a ticket.
   
2. Click the more icon at the upper-right corner.
   
3. Click View Details to view the ticket details.
   
   
4. If required, click the Edit button to edit the ticket details.
   
   
5. Similarly, click the History tab to view the history of the ticket.
   
   

Editing Tickets

1. Open a ticket that you want to edit.
   
2. Click the more actions icon, and select Edit Ticket.
   
3. Edit the required fields.
   
   
4. Click the right mark at the upper-right corner.
   

Spamming or Deleting a Ticket

You can directly mark a ticket as spam or close a ticket using the more icon at the upper-right corner of a ticket.

          

1. Click the more icon at the upper-right corner of a ticket.
   
2. Select Spam.
   

1. Click the more icon at the upper-right corner of a ticket.
   
2. Click Delete.
   
3. Click Delete in the pop-up box to confirm deletion of the ticket.
   

Sharing URL and Adding Followers

1. Click the more icon at the upper-right corner of a ticket.
   
2. Click Share URL.
   
3. Choose one of the options displayed in the image below.
   
   

1. Click the more icon at the upper-right corner of a ticket.
   
2. Click Followers.
   
3. Search for agents whom you would like to add as followers to the ticket.
   
   

Assigning an Agent

1. Assign an agent when creating a ticket.
   
2. Assign an agent to an unassigned ticket.
   

1. Open an unassigned ticket.
   
2. Do one of the following two options: 
   
• Click the Assign Agent/Add Agent icon at the upper-right corner.
  
• Click the more icon at the upper-right corner of a ticket, and then select Assign.
  
• Click and hold a ticket that is listed in one of the ticket view columns, and then select Assign in the pop-up actions.
  
  
3. In the Assign To page, select one of the following.
   
• Agents - Assign an agent directly to the ticket
  
• Teams - Select a team to which you want to assign a ticket
  
4. The image of the selected agent will be displayed in the placeholder.
   

Viewing Related Information Modules in a Ticket

• Time Entry - Click the  icon, and in the displayed Add Time Entry page, enter the required details and then click Save.
  

• Attachment - Click the  icon and then select the required file that you want to attach to the ticket.
  

• Resolution - Click the  icon and then in the displayed Resolution page, enter a resolution for the ticket, and then click Add.
  

Attaching a file to a Ticket

1. Open a ticket.
   
2. Click the attachment icon.
   
3. In the Attachments page, click the plus icon at the lower-right corner.
   
4. Select the required file and click Upload.
   
5. You can choose to set the attachment as public or private. Click the more icon at the upper-right corner and choose either Public or Private. 
   
   

Deleting an attachment

1. Click and hold the attachment for selection. 
   
2. Click the Delete icon.
   

Understanding the Different Ticket Views and Modes

1. Click Reply shown in the below image.
   
   
2. In the Compose page, enter your message.
   
   
3. If required, you can click the Templates icon to change the template for your message.
   
   
4. From the displayed templates, choose a template of your choice.
   
   
5. In the Compose page, either check or uncheck the Private option. 
   
6. If required, you can save your message as a draft, which you can resume working on or send to a recipient at a later stage. To do so, click the back button at the upper-left corner of the screen, highlighted in the below image. 
   
   
7. Then, click Save in the pop-up message, as shown in the image below.
   
   

1. Click the Drafts icon at the lower-left corner of a ticket to directly edit the draft message.
   
2. Or, click the more icon and choose one of the options displayed in the image below.
   
   
3. You can click Send Draft to directly send the message to the recipient without editing the message.
   
4. If required, edit the draft message, and then click the Send Now button to send the message to the recipient after editing.
   

Comments View

1. Click the Comments icon at the upper-right corner of a ticket.
   
   
2. In the Add Comment page, enter your comment.
   
3. Check the Private checkbox if you want to make your comment private, that is, the comment will be displayed only to the support team. The comment will remain public, that is, the comment will be displayed in customer portal, if the checkbox is unchecked.      
   
4. Click the send button at the upper-right corner of the screen.
   
5. You can also edit or delete a comment. To do so, click more actions, and then select the required action in the pop-up menu.
   
   

Tickets View Modes

List Mode

Queue Mode

CRM Queue Mode

Actions you can perform in all the modes

• Move - Move the ticket from one department to another.
  
• Close - Close the ticket.
  
• Assign - Assign the ticket to an agent.
  
• Pick Up - Pick up the ticket as an agent.