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Ticket Details

Ticket details are visible by clicking on a ticket in the list or by typing the ticket number in the Action Toolbar. From the help desk's ticket details side panel or in full screen ticket details view users can change the ticket priority, status, and staff assignment; reply to the help desk ticket and access all file attachments as well as edit previous replies.  Options that are available and visible to a user in the ticket system will depend on the subscription level and the user's privileges.
 
Ticket Details
1

Ticket Owner

1. Ticket Owner
The ticket owner is the originator of the ticket.  The ticket owner is the entity, either an external consumer user, customer or an internal consumer user or Staff member. Depending how Tikit.Info customer help desk and ticket system is implemented in the subscribing organization depends on the type of ticket owners that the organization may have. Clicking on the contact name will open the Contact Overlay.
2

File Attachments

2. File Attachments
A list of files that have been attached to the original ticket or one of the replies. Any of the attached files can be downloaded in a browser by clicking on the file download icon or link.
Ticket Details
1

File Name and Size

1. File Name and Size
The original name of the attached file and the file's size.
2

Download Link

2. Download Link
A file can be downloaded in the browser browser by clicking on the file download icon or link.
3

Product or Group

3. Product or Group
The Product or Group icon displayed with the Product or Groups selected color.
4

Status

4. Status
The status of the ticket. Tickets can have custom status values, or use standard ticket system status values that include: Open, Waiting on Customer, Pending, Resolved, Closed.  The Ticket Status can be changed from the ticket header if a user has the correct privileges. Refer to the Administration help topics for setting custom ticket statuses.  For more information please refer to the Ticket Status help topic.
5

Priority

5. Priority
The priority of the ticket often determined or set by the ticket originator (depending on the configuration settings) The ticket can be assigned custom priorities or use standard ticket system priority values that include: Urgent, High, Medium, and Low.  The ticket priority can be changed from the ticket header if a user has the correct privileges. For more information please refer to the Ticket Priority help topic. Please refer to the Administration help topic for setting and administering custom priorities.
6

Staff Assignment

6. Staff Assignment
The staff or Agent that has been assigned to a ticket.  The assignee can be changed from the ticket header if a user has the correct privileges. This is the identity of the Staff member or Agent that is responsible for resolving the ticket.  Only Staff members and Agents can be assigned to help desk tickets.  When a ticket is assigned, the originator and assignee will receive a notification that the ticket was assigned (depending on a users' notification settings. See the User Notifications help topic for more info.)
7

Edit Reply

7. Edit Reply
Depending on user permissions and subscription level, a reply can be edited by the sender after it has been attached to a ticket by clicking on the edit reply button.
8

Ticket Type

8. Ticket Type
The type of the ticket is often determined or set by the ticket originator (depending on the configuration settings) The ticket type can be assigned custom types or use standard ticket type that include: Task, Question, Incident, Problem, Information Only .  The ticket type can be changed by editing the ticket if a user has the correct privileges. For more information please refer to the Ticket Types help topic. Please refer to the Administration help topic for setting and administering custom ticket types.
9

Ticket Number

9. Ticket Number
The ticket number for this ticket in the customer service help desk and ticket system is displayed here.
10

Ticket Subject

10. Ticket Subject
The ticket subject that was provided by the ticket originator at the time of creating the ticket.
11

Last Modified By

11. Last Modified By
The ticket's last modified date and last modified by entity.  This entity and date is not the date of replies attached to the ticket in the help desk. This date and user entity reflect the last user to edit the original ticket and the timestamp when any changes were made to the original ticket in the customer service desk. Clicking on the contact name will open the Contact Overlay.
12

Splitter Bar

12. Splitter Bar
The splitter bar allows the user to resize the ticket panel in the ticket system dashboard.
13

Reply Details

13. Reply Details
The ticket's replies appear underneath one another.  Each reply has a reply header with the senders details so it is easy for a user to keep track of who replied to the ticket and what information they provided.
14

Close Detail Panel

14. Close Detail Panel
Click the "Close Detail Panel" button to close the detail panel and return to the Ticket List view.
15

Due Date

15. Due Date
Depending on user permissions and subscription level, a ticket due date can be selected.  Notifications are sent when tickets are not resolved by their due date.
16

Collapse and Expand Conversation

16. Collapse and Expand Conversation
Long conversations are collapsed in order to make it easy for the user to scroll to the latest message. To expand or collapse a ticket's conversation in the help desk, click on the collapse / expand control.
17

Delete Entry

17. Delete Entry
Depending on user permissions and subscription level, a reply can be deleted by the sender after it has been attached to a ticket by clicking on the delete reply button.
18

Edit Reply

18. Edit Reply
Depending on user permissions and subscription level, a reply can be edited by the sender after it has been attached to a ticket by clicking on the edit reply button.
19

Ticket Details Toolbar

19. Ticket Details Toolbar
The Ticket Details Toolbar displays the users option while viewing a ticket. For mor information please review the Ticket Details Toolbar help topic.
20

Split Ticket

20. Split Ticket
Split the selected reply into a new ticket. If a user sends a reply with information or text that is not related to the current help desk ticket, a new ticket can be created by selecting the Split Ticket button.  The new ticket body will be auto populated with the reply text making it easy to keep tickets focused on the resolution of a single issue.