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This can be the Title or Subject of the Ticket.
Ticket Toolbar
- New - Click this to create new Ticket.
- 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.
Note 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.
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- 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.
- Escalate - This will allow an agent or customer contact to escalate a ticket and it will automatically send an email to the appropriate agent(s)\
- Close Ticket/Reopen Ticket - This will change the status of the ticket to close or reopen. An email will be generated to the customer and agent for this ticket change.
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.
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Overview
Content Tools