Ticket Details

Summary

This can be the Title or Subject of the Ticket.

Ticket Toolbar

• Reply - Click this to open the Editor field.
• Save - Click this to Save the Ticket but will not actually send email notification.
• Undo - Undo any changes since the last save.

• Duplicate- This will create new Ticket copying the Customer Details and Ticket Details from the current opened Ticket. 

  Duplicate will not be available to customers.

• Attach File-  Clicking this will open Attachments tab and will allow the user to attach any file related  to the Ticket.

• Add Hours- Clicking this will open the Hours Worked tab.

• Add Note - This will open Internal Notes tab. This will allow the i21 Agent save information for the Ticket. This is not available on Customer Contact login.

• Assign To - Clicking this will open the Assign Ticket.
• Customer- When clicked, this will open the Customer screen.This is not available on Customer Contact login.
• Contact -This will open the specific Customer Contact screen selected on the Ticket. This is not available on Customer Contact login.
• Watch - This will open the Watch Ticket screen.
• Print - This will open the Report Selection screen that will Print Ticket Details and Hours Worked.

Customer Details

• Customer -  This is the Name field in the Customer screen.
• Contact - This is the Full Name of selected Customer Contact screen.
• Phone -  This is the Phone field set up in the  Customer Contact screen.
• Mobile - This is the Mobile field set up in the  Customer Contact screen.
• Timezone - This is selected  Timezone  in the Customer Contact screen.
• SLA Plan - The Service Level Agreement Plan  set up in Customer screen | Setup tab | Help Desk.
• Reply Due- Displays the number of Days, Hours and Minutes before a Ticket is due based on the SLA Plan. This time will reset after each reply from an agent.

TIcket Details

• Ticket No -  This is unique Ticket No that is generated each time new ticket is created. This is based on Ticket Number entered in the Starting Numbers  | Help Desk module.

• Created By- This is a read only field that displays the i21 agent or Customer Contact  who created the Ticket.
• Created Date- This is a read only field and the date when the Ticket is created.
• Type - Drop down list box that displays the Tickets Types. -  See  How to Add Ticket Types
• Status-  Drop down list box that displays the Tickets Status. - See How to Add Ticket Status
• Priority -Drop down list box that displays the Tickets Priority. -  See How to Add Ticket Priorities
• Product- Drop down list box that displays the Products.  See How to Add Products
• Version- This will display the Version entered for the Products selected.
• Module- This will display the Modules entered for the Products selected.

Details Tab

• Editor - The "What You See Is What You Get" (WYSIWYG) editor allows for a Word like entry of data in a ticket. This comes with the several features to format your data before sending.
   
  
• Send - This will save the Ticket created and notify the customer contact or i21 Agent through email for any reply created and sent.
• Save as Draft - This will save the data in the Editor area but will not send an email to the customer contact login nor assigned i21 Agent's email address. Drafts will not be visible from other customer contact or i21 agent.

• Cancel - Clicking this will ignore any draft that is being entered.
  
  History Tab
  
  This tab will display all Tickets created for the Customer. This allows the user to open the Ticket for the current Ticket by clicking on the Open button.
  
  
  
  
  JIRA issues Tab
  This allows an i21 Agent to add an existing JIRA key by clicking  button and Create Issue. Customer Contact will only be allowed to view JIRA added in this tab.
  
    This tab can be used provided that you have integration with JIRA Issue & Project Tracking Software. 
  
  

  Adding JIRA Issue will not be available to customers.