In this section (17)
- Working with tickets
- Merge tickets
- Create a follow-up for a closed ticket
- Redact content from a ticket
- Ticket fields and forms
- Create a ticket for a customer
- Reply to a customer or add an internal note
- Ticket statuses
- Assign a ticket to an agent or group
- Add CCs and followers
- Set priority, type and tags
- Update many tickets at once
- Delete and restore tickets
- Hand work to another team with a child ticket
- Track time spent on tickets
- Manage customers and organizations
- Ask for an approval on a ticket
Working with tickets
Statuses, properties, replies and notes, and the history of every ticket.
A ticket is one customer request and everything that happens to it: the conversation, field changes, rule actions and the satisfaction rating.
The ticket screen
- Conversation: public replies, internal notes and messaging messages, newest at the bottom, with the composer below.
- Properties: requester, assignee and group, CCs and followers, type, priority, tags and ticket fields.
- Context panel: the requester’s other tickets and customer data. Toggle it with the button at the top.
- Ticket options: merge, create a follow-up, print, mark as spam or delete.
Property changes are staged until you submit, so you can change several things and send a reply in one update.
Statuses
New, Open, Pending, On-hold, Solved and Closed. See Ticket statuses.
The history
Every change is written to the ticket’s events with who did it, how (agent, email, API, rule) and when. The log cannot be edited or deleted. Choose to show events between comments to see it in the conversation.
Print a ticket
Choose Print ticket in Ticket options for a print view with the properties and the whole conversation, including internal notes.
Related
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