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Handling Tickets

 The Tickets page is the hub from which you can work on your tickets:

  • Respond
  • Update
  • Communicate externally and internally
1. From the left hand panel click Tickets
2. Then click the ticket name to open 

The Ticket page displays and the Time starts to run automatically.

The top bar shows the tracked time working on this ticket. Switching to another ticket will stop this and start the clock on the new ticket.

Note: The ticket auto-stops after ten minutes of inactivity. You can select whether to continue the ticket time count.
From the top line of tabs in the ticket you can:

1) Person/Technician: Click to select a Technician to assign to the ticket
2) Go to Agent: Click to view the Agent assigned to the ticket and immediately begin resolving issue
3) Select Contract: Click here to select the contract the ticket is assigned to
4) Reply / Internal Note: Click to enter a public reply in the text box below. Click the dropdown arrow to change the communication type to an Internal Note (only visible to Technicians)

Note: Replies display in the Conversation panel. This is laid out in bubble format similar to many online / mobile messaging applications. You can minimize the conversation using the - icon.


5) Actions: Click the dropdown to select an action:

A) Merge: Click to merge the current ticket with another ticket

B) Delete: Click to delete the ticket

C) Sign Customer: Click to capture a customer signature (only supported for touch screen devices)

D) Open Work History: Click to view the work history of the ticket (all technicians) and open the work list 

Add Work List Item
1. To add a new item to Work List (e.g. Travel Time to Client Site) click Add Item
The Work List page displays.
2. Select the Technician
3. Select Start: and End: Date/Time
4. Select if Billable using checkbox

5. Select the Rate

 The Rate is related to the ticket contract that was pre-defined. 

6. Enter a Description if required
7. Click Add
Edit Work List Item
1. To edit an existing work item click the Edit icon
The Work List page displays.
Update any Work List attributes as required.
  • Select the Technician
  • Select Start: and End: Date/Time
  • Select if Billable using checkbox
  • Select the Rate

 The Rate is related to the ticket contract that was pre-defined. 

  • Enter a Description if required
2. Click Save
Ticket Information
Ticket Status Type Explanation
The request has been assigned to a technician who is working to resolve it.

The technician has a follow-up question for the contact e.g. the technician may need more information about the support issue. 

Requests that are set to Pending typically remain that way until the contact responds and provides the information the agent needs to continue resolving the request.

The technician has resolved the support issue. The ticket is now waiting for support manager review and confirmation of close.

The ticket is complete. The contact can, however, create follow-up requests for closed tickets. 

 When a follow-up request is made the ticket status is changed back to Open.

1. To change the Ticket Status or other attributes use the dropdown menus on the right hand panel of the Ticket form
2. Then click Update
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