View Ticket

This page displays a ticket.

Ticket buttons

Buttons on the top of the page are used to change the status of the ticket. Note: the buttons displayed are permission dependent and ticket-status dependent.

• Takeover - take up the ticket. Status will turn to 'In process' and you will become an 'assigned to' manager.
• Close - close the ticket. The ticket status will change to 'Resolved'.
• Re-open - restore a 'resolved' ticket back to 'in-process'.
• Delete - pressing this button deletes the ticket

Advanced toolbar:

• Edit - change ticket's subject and body
• Delete - delete the ticket
• Spam - delete the ticket and change the submitter user
• Forward - send an email about this ticket
• Print - print the ticket
• Clone - duplicate the ticket
• Close as duplicate - closes the ticket and links it to another duplicate ticket
• Publish to KB - create a KB-article from this ticket
• Publish to KB for techs only - create a KB-article visible to "agents" only
• Merge - merges a ticket with another ticket
• Link - "links" this tickets to another "related" ticket

Ticket details

This area on the right shows various ticket properties:

• Status ("new", "in-process" or "resolved")
• From - ticket originator
• Ticket category & priority
• Ticket date - date & time when an ticket was created
• Assigned to - technician who handles the ticket
• Hours spent - time spent to handle the ticket (the field is editable for technicians and administrators)
• Start date - date & time when the ticket was "taken" by a technician (or had been assigned to one)
• Close date - date & time when the ticket was closed

Message log

Holds the conversation between the ticket submitter and the help desk team (so-called "comments") along with all system events and status changes of the ticket. Works like a discussion forum.

When someone posts a message into the log, the message is being emailed to the ticket followers aka "subscribers". By default, ticket followers are: the ticket submitter, and the "assigned-to" person. A technician or an administrator can add one or more followers to a ticket. Also, any user who post a message can address to particular recipients, rather than all followers.

A "technician" can also mention other technicians via @-symbol when writing a reply. This will add the mentioned user to ticket subscribers so they will receive an email notification.

When typing a response to a ticket, you can use Ctrl+, (control + comma) to bring up the "Canned responses" dropdown, or Ctrl+. (control + dot) for the "Knowledge Base" dropdown - to insert a canned response or a KB article respectively.

Ticket life-cycle

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