Keep track of ticket solutions easily by marking a message as the ticket resolution. The Resolution tab reduces the time spent searching for past solutions, making it simple for technicians to revisit and handle similar future issues. You can also generate knowledge base articles instantly from within a ticket, to document solutions as an accessible resource for you and your end users.
Mark as resolution
To mark a message as a resolution:
1. From the Ticket page, select a ticket.
The individual Ticket page appears.
2. Select the message type:
- Public reply: The message will be sent to the user and visible on the ticket.
- Public reply: The message will be sent to the contact and visible on the ticket.
- Internal note: Only technicians can view the message within the ticket.
3. Enter the solution in the message box.
4. Check the Mark as resolution checkbox.
5. Click Send, or the dropdown arrow to change the ticket status upon sending.
The Resolution tab appears and displays the ticket resolution.
Note: Multiple resolutions can be added to a ticket.
View a ticket resolution
View a ticket's solution in the Resolution tab.
To view a ticket resolution:
From the Ticket page, select a ticket.
The individual Ticket page appears and the resolution tab displays the ticket's resolution.
Note: The Resolution tab only appears on the Ticket page once a resolution is added.
Remove a ticket resolution
To remove a resolution from a ticket:
1. From the Ticket page, select a ticket.
The individual Ticket page appears.
2. Click the ellipses next to the resolution. Then click Remove resolution.
The resolution is removed. The Resolution tab will disappear if there are no other resolutions.
Note: The removed resolution will still appear as a message in the Conversation tab.
Generate knowledge base article
Generate an article based on a ticket for your user-facing knowledge base as a reference for similar issues in the future. Learn more
Generate an article based on a ticket for your customer-facing knowledge base as a reference for similar issues in the future. Learn more