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Handle a Ticket

There's a lot you can do within a ticket. A Ticket page is the hub from which you can:

  • Communicate with your customer about the ticket
  • View ticket updates and communicate internally
  • Manage the ticket
  • Track time worked (automated time tracking)

 

To go into a Ticket page:

1. Click Tickets, from the left hand panel. A list of all your tickets appear.

 

 

2. Then click the specific ticket you wish to open. The individual Ticket page appears.

 

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Communicate with your customer about the ticket

From within a ticket, you can communicate with your customer about the ticket through either email or chat.

Your customer receives an email notification whenever you update the ticket. They can reply to this email, and their reply will automatically post to the ticket. Additionally, your customer can see all updates posted to the ticket on their customer portal, and reply on the portal as well.

 

To communicate with your customer via email:

1. Click Tickets, from the left hand panel. A list of all your tickets appear.

2. Then click the specific ticket you wish to open. The individual Ticket page appears.

3. Type a message in the message box (make sure the drop-down menu above is set to 'Public Reply' (the default).

4. Click the Send Reply button. Your customer will receive your message via email (and will also be able to view your message within their customer portal).

 

To communicate with your customer via chat:

From the Actions dropdown menu, select Start Chat. Your customer will receive your chat request.

 

View ticket updates and communicate internally 

You can view internal updates from other technicians, as well as post internal updates your self. Note: Customers will not be able to view these updates.

 

To communicate internally:

1. Click Tickets, from the left hand panel. A list of all your tickets appear.

2. Then click the specific ticket you wish to open. The individual Ticket page appears.

3. Select Internal Note from the drop-down menu, then type a message in the message box.

4. Click on Save Note. Your internal note now appears in the ticket.

 

Manage tickets 

To see how you can manage a ticket:

1. Click Tickets, from the left hand panel. A list of all your tickets appear.

2. Then click the specific ticket you wish to open. The individual Ticket page appears.

The menu bar gives you the following options (explained below):

1) Technician: You can click here to select a new technician to assign to the ticket.
2) Go to Agent: You can click here to view the Agent assigned to the ticket to begin resolving the issue. 
3) Select Contract: You can click here to select the contract the ticket is assigned to.
4) Public Reply / Internal Note: You can click Public Reply and type a message to your customer in the message box below (it will be received/seen by your customer). Click the drop-down arrow to change the communication type to an Internal Note if you'd like your message to be viewable by other technicians in your company (but not by your customers).

Note: The latest communication/reply is laid out in bubble format. The conversation history displays in the Conversation pane below. You can maximize/minimize the history by clicking the + or - icon.


5) Actions: Click the drop-down menu 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) Start Chat: Click to initiate chat session with the customer.

E) Time entries: Click to view the time entries. You can edit these entries, add new ones or delete as needed.

F) Products and Expenses: Click to view the products and expenses and to add new ones. 

To add a new item to Products and Expenses (e.g. travel time to client site):

Click Actions > Products & Expenses >Add 

addexpenses.PNG
 
2. Fill in the product or expense details and click Add.
 

Ticket Properties

1. To change the Ticket Status, Priority, Impact or Type use the drop-down menus on the right (under 'Ticket Properties').

2. Then click Update.

Ticket Status - You can set the ticket status by clicking on the drop-down menu, and choosing your ticket's status (explanations below). 

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.

 

Automated time tracking

The automated time tracker is by default set to run when you go into a ticket (this default setting can be changed by going to Admin > Settings, and adjusting the Tickets setting).

 

To view the automated time tracker:

1. Click Tickets, from the left hand panel. A list of all your tickets appear.
 
2. Then click the ticket name to open. The individual Ticket page appears. 

The top bar shows the tracked time working on this ticket. If you do not close this bar via the x button then it remains on the top of the screen, even after you change to another screen. It gives you the the option to start and stop time, return to the ticket and add manual time entries.  

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