Page History

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• 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.

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• 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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• 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.

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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. Draft 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. 
  
  
  
  
  
  
  
  

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