Ticket Page
The ticket page allows posting replies to customers, changing status, category/priority, attaching files, and assigning tickets to agents.
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.
- Take over — Take over the ticket. Status will change to 'In process' and you will become the 'assigned to' agent.
- Close — Close the ticket. The ticket status will change to 'Resolved'.
- Re-open — Restore a 'resolved' ticket back to 'in-process'.
Advanced "more" menu:
- Edit — Change ticket's subject and body.
- Delete — Delete the ticket (moved to "bin" then deleted permanently after 15 days).
- Mark as Spam — Delete the ticket and disable the submitter user so they cannot create any more tickets.
- Forward — Send an email about this ticket.
- Share — Share a ticket via a link (anyone with the link will be able to view the ticket, until you "unshare" it).
- Print — Print the ticket.
- Clone — Duplicate the ticket.
- Close as duplicate — Closes the ticket and links it to another duplicate ticket.
- Close silently — Close a ticket without sending a "Ticket closed" email notification.
- Merge — Merges a ticket with another ticket.
- Link — Links this ticket to another related ticket.
- Add subticket — Adds a subticket to the ticket.
- Add parent ticket — Make another ticket the parent of the current ticket.
- Convert to a reply in another ticket — Converts a ticket into a reply in another ticket.
- Publish to KB — Create a KB-article from this ticket.
- Subscribe — Add yourself to ticket subscribers so that you receive all future updates.
- Hide/show system log entries — Hide/unhide system entries from the ticket log, leaving only human replies.
Ticket Details
This area on the right shows various ticket properties:
- Status ("new", "in-process" or "resolved").
- From — Ticket originator. Clicking the username will show the user's information in a popup.
- Ticket category & priority.
- Ticket date — Date & time when a ticket was created.
- Assigned to — Technician who handles the ticket.
- Start date — Date & time when the ticket was taken by a technician.
- Close date — Date & time when the ticket was closed.
- Due date — Optionally add a due date to the ticket.
- Time spent — Hours/minutes/seconds spent working on this ticket, with an automatic timer that starts counting when you open a ticket and stops when you close it or switch to another window.
- Recurrence settings — If the ticket is scheduled to repeat, you can see and edit the schedule.
Message Log
Contains the conversation between the ticket submitter and the support team along with all system events and status changes. When someone posts a message, the message is emailed to the ticket followers ("subscribers"). By default, subscribers are the ticket submitter and the assigned agent.
A technician can mention other technicians using the @-symbol when writing a reply. This will add the mentioned user to ticket subscribers.
When typing a response, use Ctrl+, (control + comma) to bring up the "Canned responses" dropdown, or Ctrl+. (control + dot) for the "Knowledge Base" dropdown.
Suggested Articles
The app generates a list of suggested articles from the Knowledge Base for every incoming ticket. When viewing a new unassigned ticket, you will see suggested articles. The system uses vector embeddings to index your KB and generate these suggestions.
Using AI to Write Responses
If you enable AI integration, you can leverage AI to help you generate responses by using your Knowledge Base for context.
Ticket Life-Cycle
Tickets follow a lifecycle: New → In Process → Resolved. Technicians take tickets, work on them, and close them when resolved.
