Reply |
Jumps down to the Reply form |
Open |
Ticket Status - click to change |
On hold |
Close |
Options dropdown:
|
View History |
Displays ticket history |
Convert to site visit |
Converts the ticket to a site visit. As a result:
- All in-flight SLAs will be removed from the ticket
- The ticket will no longer be listed in the Self-serve User Portal
|
Delete |
Deletes the ticket |
Export dropdown:
|
As PDF |
Creates PDF of ticket |
As PDF (without internal notes) |
Creates PDF of ticket without internal notes |
Statement of work |
Creates a statement of work |
|
Ticket description |
Click on the edit icon to edit and format the description text.
|
Manage Tasks |
You can add and remove tasks assigned to the ticket |
Reply tab
|
content field |
Enter any response text here (and format if required) |
Response options |
Email template - the response template used for this ticket |
Email CC - Email addresses of cc recipient(s) |
Attachment - Add attachment |
|
Use response to create knowledge base article |
|
Email user response - send email to end user with this response content |
Send response |
When clicked, immediately sends content of Reply field, by email, to the user who raised the ticket. Using the dropdown, you can also choose to send the response and, at the same time, change the ticket status. Options available are:
- Send and close ticket
- Send and set to hold
- Send and delete ticket
|
Internal note (private) tab |
Use the field to add text that won't be displayed to the end-user. Click on the Add note button to add the text. |
Responses tab |
Lists all responses made to the ticket. |
Time tracking tab |
Allows you to add a time entry to the ticket |
Costs tab |
Displays all cost entries added to the ticket and allows you to add new and edit existing. You can also add a billable inventory item to the ticket. |
Associated Assets tab |
Allows you to associate one or more assets to the ticket. The 'Take Control' button is available for 'Workstation' (not 'Server') assets which have been imported from Remote Management & Monitoring. |
Stats tab |
Displays response statistics: Staff member, Response time and Response date |
Notes tab |
Displays customer notes from the Customer - Notes tab of a selected customer |
Contacts tab |
Displays User (end-user) and Customer Contact information if available |
Time-tracking panel (top right)
|
Start timer |
Click to start the timer for billable time tracking.
Note - Remember to stop the timer when you have finished working on the ticket in this session (the timer does not stop automatically when you move away from a ticket or open another ticket).
|
Add time entry |
Allows you to manually add a time entry |
Information panel (right of screen)
|
Assigned to |
The Staff Agent that the ticket is assigned to - click to change |
Status |
The ticket status (open, hold, closed, deleted) - click to change |
Sub status |
The ticket sub status - click to change |
Priority |
The ticket priority (query, low, medium, high, urgent) - click to change |
Ticket queue |
The ticket queue the ticket is assigned to - click to change |
Customer |
The customer that the ticket is raised for |
Source |
The source of the ticket e.g. Staff (Staff Agent), User (from Self-serve User Portal) etc. |