Working a ticket

Click a ticket’s subject or View in the ticket list. The page looks like the customer’s, with staff tools added. Every button and panel depends on your role: if you don’t have the permission for something, you don’t see it.

If someone else on the team has the same ticket open, a line at the top says so, for example “Nina Patel is viewing this ticket” or “… is replying to this ticket”.

Actions on the ticket

The buttons under the customer’s message:

Button	What it does	Needs permission to
Merge Ticket	Joins this ticket into another one.	merge tickets
Edit Ticket	Opens the ticket form to change its details. Not on closed tickets. See Opening a ticket for a customer.	edit tickets
Delete Ticket	Deletes the ticket after you confirm, and takes you back to the list.	delete tickets
Close Ticket / Reopen Ticket	Closes the ticket, or reopens a closed one. Reopening only works within the reopen period set for the help desk.	close / reopen tickets
Print	Opens a printable copy in a new tab.	print tickets
Ticket History	Lists everything that has happened to the ticket.
Lock Ticket / Unlock Ticket	A locked ticket takes no more replies from the customer; the team can still reply.	lock tickets
Ban email and close ticket	Bans the customer’s address and closes the ticket.	ban an address and close
Ban email / Unban email	Adds the address to the banned list, or takes it off. A banned address can’t open tickets.	ban an address and close (for Ban email) / unban addresses
Mark overdue / Clear Overdue	Flags the ticket as overdue, or removes the flag.	mark tickets overdue
Mark In Progress	Sets the status to In Progress.	mark tickets in progress
Private Credentials	Shows logins the customer saved for the team.	view credentials

Replying

The Post Reply form is at the bottom (you need the permission to reply).

To start from a saved answer, pick it under Canned Response. Tick Append to add it to what you have written rather than replace it.
Write in Reply Message. To send copies, fill in Cc and Bcc (comma-separated addresses).
Add files under Attachments; Add another file adds a row.
Choose the options:
- Assign To Me (only on an unassigned ticket) takes the ticket.
- Close On Reply closes the ticket as you reply.
- Append Signature: Own signature, Department signature or None.
Click Post Reply.

A staff reply sets the ticket to Answered. Time Tracking above the form has a timer you can start, pause and stop; the time is saved with your reply.

On the ticket page, R jumps to the reply box and L goes back to the ticket list. ? shows or hides this list of shortcuts.

Internal notes

Notes are for the team only; the customer never sees them. Click Post Internal Note, enter a Note Title and the note, attach a file if needed, and click Post Internal Note. You need the permission to post internal notes.

Notes are listed above the Timeline, which records events on the ticket with who did them. The Ticket Thread below holds the messages between the customer and the team. With the right permissions you can Edit Reply or Edit Time on a reply.

The ticket’s details

The right-hand column shows the status, dates, department, ticket ID, due date, help topic and, for tickets that came in by e-mail, Ticket Email.

Panel	Change it with	Needs permission to
Priority	Change, then pick a priority and click Save Priority.	change priority
Ticket assigned to	Change, then pick a staff member, add an Assignment Note if you like, and click Assign.	assign tickets
Department	Change, then pick the department, give a Reason for department transfer, and click Save Department.	transfer between departments

Side panels

Below these, more panels appear when they apply:

Panel	What it does
Tags	Labels on the ticket. Pick one under Select tag and click Add, or remove one. Needs the permission to manage tags.
SLA	The service level: First response due, Resolution due and any breach. With the permission to apply SLA rules you can pick a Rule and Apply it or Recalculate.
Watchers / CC	People who get copies of the ticket’s e-mails. Enter a Name and Email and click Add Watcher. Needs the permission to manage watchers.
Status	Pick a status, including your custom statuses, and the ticket changes at once. To close the ticket, use the Close Ticket button. Needs the permission to edit tickets.
Linked tickets	Links to other tickets. Enter a Ticket ID or tracking ID, choose Related, Duplicate of or Blocked by, and click Link.
Defer until	Pick a date and time and click Defer. The ticket leaves the Open tab until then. Remove deferral brings it back now.
Remind me	Pick a date and time, add a Note and click Set reminder. The reminder comes to your notifications.

Status, Linked tickets (adding links) and Defer until need the permission to edit tickets, and Status and Defer until only show on tickets that are not closed.