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This is the Title or Subject of the Ticket.

Tool Bars

Image Added

Reply - Click this will open the Editor field.

Save - Click this to Save the Ticket but no actually sending email notification.

Undo- Undo any changes since the last save.

Duplicate- Duplicate any Ticket 

Attach File- 

Add Hours-

Assign To-

Customer-

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  selected 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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Module- This will display the Modules entered for the Products selected.

Details Tab

• Anchor
  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 Button - This will sava the Ticket created and notify the customer contact or i21 Agent 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 nor i21 Agent. Draft will not be visible from other customer contact or i21 agent.
• Cancel - Clicking this will ignore any draft.

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