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  Editor Editor

  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.

• Call Tracking Tab

     This tab will display the changes in the following fields when an agent or customer changes these fields:

• Customer Contact
• Type
• Status
• Priority
• Module
• Assigned To
• Escalation is made

• 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
  
  

   

  Note
  Adding JIRA Issue will not be available to customers.

• Adding JIRA Issue will not be available to customers.

  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. 
  

  Note