Ticket Detail

Ticket Detail

This page provides us details about a ticket. All the attributes (Fields) of a ticket are shown here.

Breadcrumbs

Click here to read about the breadcrumb

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Ticket Detail

This portion has ticket id, priority, last reply, due date, status, create date and time.

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This portion has subject and department of a ticket on the left side. On the right side there are 
five buttons close ticket, edit ticket, more options, ticket history and print ticket.
Click on the edit button to edit the ticket.
Click on the more options button you get the more options.  
Click on close ticket button to close the ticket.
Click on the ticket history to get a history of the ticket.
Click on the print button takes to print.

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When you click on the more options button then five buttons are view lock ticket, ban ticket
unmark overdue, make in progress, ban email and close ticket. 

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Click on lock ticket staff member can lock and unlock the ticket.
Click on ban email staff member can ban and unban the email.
Click on the make in progress button staff member can make the ticket in progress.
click on mark button ticket will be marked and unmark as overdue.
Click on the ban email and close ticket button staff member can close the ticket.
Staff member can also change the priority by click on the change priority button.

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Merge Ticket

Admin can merge tickets by click on the merge ticket button. Admin can merge all tickets of the 
same users, except close tickets.

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Merge Ticket Pop-up

When admin click on the merge ticket button a pop-up will be appear on the screen.

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Pop-up Header

This portion is a pop-up header, it has a close icon (cross image) on the right side that can be used to
close the pop-up.

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The pop-up shows a highlighted ticket. A ticket which is highlighted with red color is that ticket which you
want to merge with another ticket. This ticket is also known as secondary ticket. This portion represents
subject, from, departments, ticket status, ticket id and created date of a ticket.

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Pop-up Search

This portion is filter for a ticket to merge into. It can be used to find tickets for any specific criteria. Admin 
filter tickets by subject and email address. After filling the criteria in fields click on search button will
show ticket of that specific criteria reset button will disable the criteria and show all tickets.

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The pop-up shows a highlighted tickets. Tickets which are highlighted with red color are that tickets in which
your (secondary) ticket is merged. These tickets are also known as primary tickets. This portion shows all
tickets of the same user.

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Select button will be shown at hover on a ticket. this portion is used to select the ticket in which your
secondary ticket will be merged.

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Pagination

This portion shows the pagination of the pop-up.

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Cancel Button

This portion shows a cancel button. When admin click on the cancel button pop-up will be closed.

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pop-Up

When click on the select button a pop-up will appear on the screen. This portion shows your secondary ticket
will be merged into the selected ticket. Then your selected ticket is also known as primary ticket.

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Pop-up Header

This portion is a pop-up header, it has a close icon (cross image) on the right side that can be used to
close the pop-up.

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Two tickets are shown in this pop-up. First one is secondary which will be merged into other ticket.
And the second one is primary. Both tickets have default message as a reply. In primary ticket, there 
are two message one is highlighted with blue color and other with red color. Blue colored message is
default message and the message which is highlighted with red color is last reply of the ticket which
will be going to merge. 
After merging the ticket which you want to be merge, ticket will be closed and no operation will be
performed on it.

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Merge Button

This portion shows a merge button. When admin clicks on the merge button, both tickets will be merged.

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Requester Informations

This portion is requested information it has details about the person who creates the ticket. It has name and email 
of the requester. There is a show detail button on the right side.

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There is a show detail button on the right side. When click on show detail button then more detail phone, assign to, 
and help topic is shown.

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Internal Note

This portion contains internal note between admin and staff member regarding this ticket.

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Edit Time Button

There is an edit time button on the right side of the ticket. When clicking on this button a pop-up 
will show you and can edit time by using this button. 

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Pop-up

When clicking on the edit time button a pop-up will show you. In this pop-up, there are fields time, reason for editing. 
There are two buttons save and cancel.

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Pop-up Header

This portion is the header of the pop-up. There is a close button on the right side of the pop-up. When you click on 
a close button the pop-up will be closed.

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Pop-up Fields

When you click on the edit time a pop-up will show you and can edit the hours, mints, and seconds.

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This portion is reason for editing time. In this portion write reason why would you edit the time of the ticket. 

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Pop-up Buttons

This portion view buttons save and cancel. When staff member full fill the require fields then click on the save button 
the editing will be saved and click on the cancel button pop-up will close.

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Ticket Thread

This portion is ticket thread it has the conversation (replies) that has happened between user and staff member regarding 
this ticket 

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Top Buttons

There are four buttons which have different functions post reply, internal note, department transfer and
assign to staff. 

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This portion is for a reply, it has a text editor that staff member can use to write whatever he wants to say the users. 
Staff member can add attachments in reply the ticket. There is a post reply button at the bottom of the ticket.

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This portion is for internal note, it has an internal note title and has a text editor that staff member use to write 
whatever he wants to say to admin. Staff member can add attachments with the internal note. There is a post 
internal note button at the bottom of the ticket.

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This portion is for department transfer it has a field name and department which we select department and also 
has a text editor. In this portion, staff member write the reason and click on transfer button to transfer the reason.

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This portion is for assign to a staff member it has a field, staff member and also has a text editor, inter note 
that staff member can use to write whatever he wants to say to the admin. When staff member click on the assign
button the internal note assign to the selected staff member.

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Permissions

Edit Ticket
Click here to read more...
Close Ticket
Click here to read more...
Print Ticket
Click here to read more...
Ticket Merge
Click here to read more...
Lock Ticket
Click here to read more...
Mark Overdue
Click here to read more...
Make In Progress
Click here to read more...
Ban Email And Close Ticket
Click here to read more...
Change Priority
Click here to read more...
Unban Email
Click here to read more...
Edit Own Time
Click here to read more...
Attachments
Click here to read more...
Post Internal Note
Click here to read more...
Ticket Department Transfer
Click here to read more...
Assign To Staff
Click here to read more...
Reply Ticket
Click here to read more...
View Ticket
Click here to read more...
Delete Ticket
Click here to read more...

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Configurations

Breadcrumbs
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File Extension
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File Maximum Size
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No Of Attachments
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Ticket Overdue
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Ticket Id Sequence
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User Can Print Ticket
Click here to read more...
Date Formate
Click here to read more...