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Summary

This can be the Title or Subject of the Ticket.Creating a Ticket:


Ticket Toolbar

  • New - Click this to create new Ticket.
  • Create Multiple Tickets - Click to create multiple ticket. Once Create Multiple Tickets screen appears, enter required fields then click Save.
     
  • Save - Click this to Save the Ticket but will not actually send email notification. 
  • Undo - Undo any changes since the last savechanges.

  • Duplicate- This will create a new Ticket copying the Customer Details and Ticket Details from the current opened Ticket.   Duplicate button is not available to customers.

  • Assign To - Click to assign ticket to a selected agent

  • Close Ticket - Click to close the current ticket
  • Reopen Ticket - Click to reopen the closed ticket
  • Watch - Click to open Watch Ticket screen (Customer contact only have the Details tab)
  • Print - Click to print the ticket. User can print the Details or the Hours Worked.
  • Escalate - Click to escalate ticket. Escalate is only available for tickets that are modified/created after an hour. Notification will be sent to the Agent wherein the Escalation is checked.
  • Add to Calendar - Click to open the event invitation screen.
     


Subject

This can be the Title or Subject of the Ticket.

Image Added

TABS

  • Details - This will show the Details tab. 
    • Description - This is where the user must expound the details or the issue of the ticket. Steps of the issue must also be included here. 
    • Resolution - This is the area where all the links can be attached that may be helpful for the ticket. Resolution links may be found here.
    • Conversations - This is the area where users may talk to other users to be able to consult or add comments to the tickets. 

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  • Time Tracking- Clicking this will open the Time Tracking tab. Click Log hours to log your time entry. Adding of Hours Worked is not available to customers.

           

                   To add estimated hours to an agent view Adding Estimated Hours page

  • Attachments -  Clicking this will open Attachments tab and will allow the user to attach any file related to the Ticket.
  • Jira Tickets - This will open Jira tickets tab. This will allow users to link Jira tickets associated to the Help Desk ticket. This also allows an i21 Agent to add an existing JIRA key by clicking Add 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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  • Customer Contact
  • Type
  • Status
  • Priority
  • Module
  • Assigned To
  • Escalation is made