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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)
- See Watch Ticket for more details
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.

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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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