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Working with tickets
↩ Helpdesk
Tickets are the heart of the helpdesk. This article covers the ticket list, creating tickets, and working a ticket to resolution.
The ticket list
Select Helpdesk in the sidebar. Each ticket is numbered (e.g. TKT-0001) and the list shows its Subject, Status, Priority, Assignee, Department, an SLA countdown, and when it was Updated.
Filter by search (subject or number), status, priority, department, category, and assignee (or Assigned to me). You can save a view of your filters and set one as your default.
Statuses and priorities
- Statuses: Open, In progress, Pending requestor, Pending agent, Resolved, Closed.
- Priorities: Low, Medium, High, Critical.
Creating a ticket
Select New Ticket and fill in the Subject and Description, optionally setting Priority, Department, Category, and Requestor, and attaching files. Tickets can also arrive automatically by email.
Working a ticket
Open a ticket to see three tabs:
- Conversation — the description and the thread of comments.
- Tasks — linked tasks (when the Tasks module is on).
- History — a full audit trail of every change.
Replying and internal notes
In the composer, type your comment and choose whether it's a public reply (emailed to the requestor on a mailbox-linked ticket) or an Internal note (visible only to agents). You can attach files, insert a canned response, and — when the Knowledge Base is enabled — link an article.
Properties
The sidebar holds the ticket's status, priority, assignee, department, and category, plus watchers, time logs, and linked items (devices, servers, assets, and any alerts that opened the ticket). Sidebar changes are staged and applied when you select Save.
Resolving
Set the status to Resolved. A dialog captures a resolution, and you can optionally email it to the requestor and close any linked tasks. If your organisation requires it, a resolution must be entered before a ticket can be resolved. A resolved or closed ticket reopens automatically if the requestor replies by email.
Notes & tips
- Use Internal note for working notes you don't want the requestor to see.
- Tickets can be raised automatically from monitoring via a helpdesk-ticket notification profile.