Table Of Contents
 

Ticket Creation & Management

Creating Tickets

 
Creating a ticket as Administrator:
 
  1. Click on Create New Trouble Ticket, by clicking on the "price tag or new ticket" icon on the top bar.
  2. Select Ticket Queue, what type of ticket is this going to be?
  3. Select Assigned To, who will get this ticket?
  4. Select Ticket Status, for new tickets New is default, can select Open if it is an open ticket.
  5. Select Folder, to which folder will this ticket be sent for access.
  6. User Email, the email of user to send this ticket to.
  7. Ticket Title, the title/subject of this ticket.
  8. Ticket Body, the full message of the ticket.
  9. Attachments, add any attached files to this ticket. 
Creating a ticket as User:
 
  1. Ticket Title, the title/subject for this ticket.
  2. Ticket Body, the full message of the ticket.
  3. Attachments, add any attached files to this ticket.
  4. This is an unassigned ticket when it is created, it’s up to the administration on who will pick up the ticket and answer it.

When ticket is submitted it either goes as an unassigned or assigned ticket. All tickets submitted via users are automatically sent to the unassigned ticket batch.

Viewing Assigned Tickets

A ticket is marked as Assigned when the ticket has been delegated to a member of the support staff.
 
A ticket will remain Assigned even though the ticket may also be New, Open, Resolved or Dead.
 
To refresh your ticket list, right click on your mouse and select Refresh.
 
You can choose to move one or more tickets to a folder.
  1. Click the check box next to each ticket you wish to move.
  2. Select next to the Move Ticket button the folder to move the selected ticket(s).
  3. Click the Move Ticket button to complete the action.
 
You can choose to personally archive one or more tickets.
  1. Click the check box next to each ticket you wish to archive.
  2. Click the Archive Ticket button to complete the action. 

For Administrators:
 
To trash or completely remove a ticket:
  1. Click the check box next to each ticket you wish to remove.
  2. Click the Trash Ticket button to complete the action.
 
As an administrator, at the top of the list of tickets, you can modify the Status (new, open, etc.), the Queue, and the Assigned To fields of one or more tickets.
  1. Click the check box next to each ticket you wish to modify.
  2. Select at the top the new Status, , or Assigned To field for the ticket(s).
  3. Click on the Modify button to complete the action.
 
Clicking the Star icon to the left of each ticket record highlights the star, makes it a Starred Ticket and gets copied to the Starred Ticket folder. This is best used to tickets that are of special priority to you.

Viewing Unassigned Tickets

Unassigned Tickets are tickets that have not yet been delegated to a member of the support staff.

 

Tickets remain Unassigned until a staff member picks up the ticket or has been assigned the ticket.

 

Users can only view unassigned tickets that they have submitted. Administrators can view all unassigned tickets. Attributes and options are the same as Assigned Tickets.

 

Viewing Archived Tickets 

Archived Tickets are tickets that have been marked as archived. When a ticket is marked as archived, it no longer shows up in the Tickets or My Folders sections. Tickets marked as archived can be restored at any time from this page.

 

To restore tickets to their normal in process status:

1. Click the check box next to each ticket you want to restore. Click the Restore Ticket button

Viewing Ticket Information

To view the ticket information, click anywhere on the row of the record or click the view button on the record in question.
 
When you select a particular ticket, there are five buttons at top from which to select:
 
  1. Summary – Lists the above information for the ticket you have selected.
  2. Threads – Shows all the threads currently for this ticket, with the first thread displayed as default.
  3. Properties – You can change the status of the ticket or the subject of the ticket.
  4. Notes – Create or delete notes about the ticket, can either be public or private.
  5. Tasks – A list of tasks associated with this particular ticket.
 Summary Section

Ticket Title
Usually indicates what it is (ticket) and number of ticket
Ticket Subject
Subject of ticket
Ticket Originator
Who originally sent the ticket in question
Date Received
Date ticket originally received
Time Received
Time ticket originally received
Status
Either New, Open, or any other custom statuses
Assigned To
Who’s in charge of handling ticket
Assigned By
Who sent ticket in question to assigned to person
Date Assigned
Date ticket was assigned to staff person
Threads
Link to threads of ticket
Latest Thread
Date latest thread of ticket was entered
Latest Thread From
User that sent the latest thread
Attachments
Link to any attachments to ticket

 An administrator can also have the option to delete this ticket by clicking the Trash Ticket button.
 

Threads Section
 
The second tab in the upper left on every ticket is the threads page. Here you can track the communication history of the ticket. There are four buttons available:
 
  1. New Thread – Create a new thread to add to this ticket. The following fields are similar to what one sees when someone sends a webmail email or message board post:
    To: email address of the person to whom this thread is addressed, default is your own email address
    Subject: the subject of this thread, ticket subject is entered as default
    Message: the body of the thread
    Attachments: if any, submit whatever files you want to the thread

  2. Print Threads – creates a printer-friendly version of all threads in the ticket
  3. Expand/Collapse Threads – either closes all threads from or opens all threads for viewing
  4. All Attachments – opens a window with all the attachments associated with the threads in the ticket – clicking one opens the attachment.
  5. Refresh Threads – refreshes the screen to see if any new threads have been added to the ticket
  6. Insert Thread (for Admin only) – insert a new thread at the very beginning of the ticket.

Properties Section
 
The 3rd tab from the left is the properties tab which has the following data Fields: 
 
  1. Ticket Status – you can resolve the ticket yourself by selecting Resolve here.
  2. Ticket Subject – you can change the subject name of the current ticket you are in.
 For an Administrator:
 
  1. Ticket Status – change the status of the ticket to one of the following: New, Open, Resolved, or Dead. 
  2. Queue – change which queue this ticket goes under.
  3. Assigned To – choose who to assign this ticket. Only those associated with the Queue previously selected is listed here.
  4. Folder – change which folder to put this ticket in.
Notes Section
 
The 4th tab from the left is the Notes tab which has the following data Fields:
 
Title – title of the note to post.
Note – the body of the note.
 
Administrators have the ability to make a note private or public to everyone.
 
You can access a note and update it by simply double-clicking on the note in question. Each note also has a trash can at its top right corner; clicking on this deletes the note from the ticket.
 
Tasks Section
 
The 5th tab from the left is the Tasks tab which lets you enter free form tasks associated with the corresponding ticket.
Click on the New Task button to create a new task. Enter what task that is and click on Create. To indicate that your task is completed, click on the check box next to the task you completed. The completed task will be appear stricken-through. If you want to trash/remove a task from your list, click on the trash can of the task in question.
 
Click on the Hide Completed button to hide all completed tasks, and Show Completed to show all completed/not completed tasks.
 
Administrators can see all tickets currently in the database, with their own assigned tickets separated into their Assigned Tickets folder. Clicking Admin Tickets from the Ticket Tree to the left provides access to these tickets.