The Ticket page is your centralized hub for communicating with end users and internal teams about an issue. This is where you can easily view updates, manage, the ticket's progress, track time worked, and access a complete activity log, ensuring streamlined and efficient ticket handling. Learn more about the Ticket page 

View a ticket

1. From the sidebar, go to the Ticket page. to view a list of all your tickets.

Note: By hovering your mouse over a specific ticket, a brief summary will pop up, displaying useful ticket information such as ticket priority, and the most recent comment. 

2. Click on the ticket you want to open.

The individual Ticket page appears.

Communicate with your end users about a ticket

Communicate via email

1. From the sidebar, go to the Ticket page.

The Tickets page appears.

2. Select the ticket you want to open.

The individual Ticket page appears.

3. Set your message to Public reply (the default) and type a message in the message box or, click Generate reply to have AI compose a message for you.

Note:

• Generate a ticket reply or modify the tone and phrasing of your message with the compose with AI feature.
• You can easily include additional end users and technicians in the ticket comments by using the 'Cc' feature. As you begin typing in the 'Cc' field of the public reply, a dropdown menu appears listing all technicians and users. Selecting a name from this list will add them to the 'Cc' field, enabling them to participate in the conversation and receive all subsequent updates regarding the ticket.
• If an end user CCs a technician in an email, the email address will be displayed in the ticket.

To change the status of the ticket automatically when sending your reply, click the dropdown arrow next to the Send button. Here, you can set the status to Open, Pending, Resolved, or Closed. If you do not change the status, it will remain as it was previously.

4. Click Send.

Your end user will receive your message via email (and will also be able to view your message within their service portal). Technicians can view messages in the Conversations tab of the ticket.

Your end user will receive your message via email (and will also be able to view your message within their service portal). Technicians can view messages in the Conversations tab of the ticket.

Note: Ticket communication via email is limited to a size of 20mb (including attachments) per message.

Compose with AI

To generate ticket replies or modify the tone and phrasing of your message with AI, click the Compose with AI icon () and select from the following options:

• Generate reply: Quickly draft a response tailored to the content of ticket.
• Rephrase: Generate alternative wording for your reply.
• More casual: Adjust the reply to sound more relaxed and approachable.
• More formal: Refine the reply to appear more structured and professional.

Communicate via chat

From the Actions dropdown menu on a ticket, select Start chat. Your end user will receive your chat request. Learn more about the Chat feature

From the Actions dropdown menu on a ticket, select Start chat. Your customer will receive your chat request. Learn more about the Chat feature

View ticket updates and communicate internally

You can view internal updates from other technicians, as well as post internal updates yourself.

Note:

• Notifying technicians via internal notes is now only available on the new Ticket page. Learn more
• End users will not be able to view these updates.
• Customers will not be able to view these updates.

To communicate internally:

1. From the sidebar, go to the Tickets page.

The Tickets page appears.

2. Select the ticket you want to open.

The individual Ticket page appears.

3. Set your message to Internal note and type in the message box.

Note: You can tag a technician in a ticket by adding their names to the @Notify field.

To change the status of the ticket automatically when saving your internal note, click the dropdown arrow next to the Send button. Here, you can set the status to Open, Pending, Resolved, or Closed. If you do not change the status, it will remain as it was previously.

5. Once you have added a message and tagged the relevant technicians, click Save.

Your internal note now appears in the ticket Conversation tab (marked with a yellow background) and the technicians you tagged will receive a notification.

Set technician default response

You can set the default technician response type for your tickets.

To set the default technician response type:

Go to Admin (on the sidebar) > Support and ticketing > Ticket Settings > Tickets, selecting Public reply or Internal note, then click Save.

Ticket activity

The Ticket activity tab displays all activity since the ticket was opened, including changes to ticket status, priority, impact, type, product family, ticket merge, and title. You can also view chat initiation, comment and note additions, as well as change of contact and technician assignment.

Main ticket details

The menu bar offers the following options:

• Status: This field allows you to view and change the status of the ticket. Each status reflects a different stage in the ticket's lifecycle: The statuses are Open, Pending, Resolved, Closed, or a custom status. 
• Assign technician: This field is for assigning or re-assigning a technician to a ticket by selecting from a dropdown of available technicians. 
• Type: This field allows you to categorize tickets. The available type categories are Incident, Problem, Request, Change.
• Activity status: This field reflects the current communication status of a ticket. The available activity statuses are: Unread, Read, Awaiting contact response, Awaiting technician response.
• Sentiment: The AI ticket sentiment feature analyzes the latest comments in an ongoing ticket conversation and classifies the end user sentiment as positive, negative, or neutral, providing immediate insight into how the end user perceives the service being provided. Learn more
• Sentiment: The AI ticket sentiment feature analyzes the latest comments in an ongoing ticket conversation and classifies the end user sentiment as positive, negative, or neutral, providing immediate insight into how the customer perceives the service being provided. Learn more

View technicians working on a ticket

You can see which technicians are currently working on a ticket in real time. Multiple technicians can be displayed, with five avatars (including your own) and a dropdown menu showing any additional technicians. 

Note: Your avatar and those of other technicians are separated by a vertical line, with yours to the left.