Work a ticket
Rename a ticket, change its details, move it through the flow, and link or cancel it.
The layout
Clicking a ticket in the list opens it in a pop-up panel that keeps to what you need while working. From the top:
- the header (number, subject, status, priority, APPROVED tag, SLA badge);
- a Closure warning. banner when one runs;
- Approval, only while an approval is waiting;
- SLA;
- Details (folded, with a summary line);
- the Conversation, starting with the Original request card;
- Files;
- Time;
- Flow (folded);
- Activity;
- the footer with Approve ticket, the next-step buttons, the More actions arrow and Close.
due in 5h 10m
Invoice Checked the VPN client on two laptops.
Open as full page shows everything, in columns: what the ticket is on the left (including Created, Updated, Last customer reply and Last agent reply), the conversation in the middle, and time, links and files on the right. The Customer portal link section, Sub-tickets, Linked tickets, Relevant articles, a settled approval and a sub-ticket's parent are shown on the full page only, one click away. On narrow screens the columns stack.
Drag files onto the ticket to attach them, up to 25 MB each. Drop images into the editor to place them in your text.
Rename the ticket
Click the subject in the header to edit it. It shows as editable when you hover over it or tab to it. Press Enter to save or Escape to cancel.
- Users and Application Administrators can rename. Viewers see the plain subject.
- The subject cannot be blank and holds at most 200 characters.
- An internal line in the timeline names the old and the new subject. The portal never shows it.
- Mail keeps threading: the desk reads only the bracketed ticket number, so a customer's reply with the old subject still lands on this ticket.
Change the details
| Field | How to change it |
|---|---|
| Asset | Link an asset picks one from Asset Management. Use Change or Unlink the asset. |
| Customer | Click the name and pick another. You are warned if this clears the requester or if time was registered at the old customer's rates. Moving the ticket also clears its CC list. Confirm with Move the ticket. |
| Requester | Click it, then pick a contact or enter one by hand and click Set requester. A ticket created from Unmatched email without a contact reads "Not a contact; replies accepted for this ticket" under the requester. If the new requester was on the CC list, they are taken off it. |
| CC | The row under Requester. Add copies a contact or a typed address; the x on a chip removes it. See Copy people on a ticket (CC). |
| Status | Dropdown. See "Move a ticket" below. |
| Assignee | Click it to open the picker with open-ticket counts and an Assignable only filter. Unassign sits at the bottom. |
| Priority, Category | Dropdowns. |
| Type | Dropdown. Refused if the current status is not on the new type's flow; move to a shared status first. |
| Target date | A date and optional time (00:00 means the whole day). Clear it with the x. A red Overdue badge shows when it has passed. |
| Estimate | Type 0:45, 45m or 0.75. Rounded up to the next quarter hour (20 minutes becomes 0:30) and saved when you leave the field. The Planner uses it. |
| Start date | When work should start. Cannot be after the target date. |
| Co-assignees | Click to add colleagues; remove one with the x on its chip. |
| Tags | Add tag picks from the desk's tags; remove with the x. |
Source connection (the mailbox the ticket came through) and Created by plan are read-only.
Move a ticket to the next step
Use the next-step button in the footer or page header. It names the move, for example Move to In progress, or Mark as solved for a closed status. With two moves you get two buttons; with more, one main button and an Other steps menu. You can also use the Status dropdown, where moves the flow does not allow are greyed out. Moving to a closed status from the button closes the panel.
| Gate on a move | What happens |
|---|---|
| Comment | You are asked for a comment first. Cancelling or leaving it empty keeps the status. |
| Approval | The button reads Send for approval. See Approve a ticket or a move. |
| Assignee | The move needs an assignee. If that is missing, the move is refused with a message. |
| Pauses SLA | Not a condition. Moving into this status pauses the SLA clock. |
Open Flow and click Expand to see the whole workflow. You are here marks the current status and how long the ticket has been in it, and Moves from here lists the allowed moves and their gates.
When a customer replies, the desk is notified. If your administrator set a customer response status on the flow, the ticket also moves there.
Cancel a ticket
- Click the More actions arrow next to the step buttons.
- Choose Cancel ticket.
- Confirm with Cancel the ticket, or choose Keep the ticket.
Cancelled differs from solved: reports count it as abandoned. Only Application Administrators see Delete ticket. There is no merge; link duplicates instead.
Closure warnings
An automation rule can start a countdown: the ticket closes on a given date unless the customer replies. The banner names the rule and the status it will move to. Click Cancel warning to stop it. A customer reply also stops it.
Link tickets and use sub-tickets
- In Linked tickets, click Link a ticket, pick the ticket, choose Link as (Relates to, Duplicate of, Duplicated by, Blocks, Blocked by) and click Link ticket. Unlink removes it.
- In Sub-tickets, Add sub-ticket makes an existing ticket a child of this one. Apply template creates a set of sub-tickets in one go and skips those already there. Progress reads "N of M done". Detach removes a child, and a child shows its parent under Sub-ticket of.
- "Open in Helpdesk" on an asset in Asset Management opens the ticket list filtered to that asset. Click the x on the Asset filter chip to remove it.
Give the customer a link to the ticket
The Customer portal section, on the full page, creates a link the customer can use to read and reply without an account.
- Optional: tick Require a passcode.
- Click Create link. "Link created. It goes out with your next reply."
- If you chose a passcode, it is shown once. Give it to the customer separately, for example by phone, never in the same message as the link.
The section lists each link as live, expired or revoked, and whether it was opened. Revoke switches a link off. A link needs a requester who is a known contact; a customer's live link is reused.
Read the Activity
Activity lists structural events: who created the ticket, changed its status, type, priority, customer, requester or asset, reassigned it, added co-assignees, added or removed people on the CC list, attached files, sent it for approval, or locked or billed time.