My tickets
My Tickets lists every ticket you have opened while logged in. Click My Tickets in the bar at the top of the help desk to get there.
Open, closed, answered
Section titled “Open, closed, answered”The four boxes at the top switch the list:
| Box | Shows |
|---|---|
| Open | Tickets that are not closed. This is the list you see first. |
| Closed | Tickets that have been closed, or merged into another ticket. |
| Answered | Open tickets where the support team has replied and is waiting for you. |
| All Tickets | Everything. |
The number in brackets is how many tickets each box holds. Your support team may choose not to show the numbers.
Each ticket in the list
Section titled “Each ticket in the list”Each ticket shows your name and e-mail, the subject, the department, its status and priority, and:
| Detail | Meaning |
|---|---|
| Ticket ID | The ticket’s reference. Quote it when you contact the support team. |
| Last Reply | When someone last replied. |
| Assigned To | The team member handling it, if your support team shows this. |
| Due Date | When the team plans to resolve it, or Not given. |
A ticket can also carry an Overdue label, or Email Tickets if it was opened by e-mail.
Click the subject or View to open the ticket. Reply takes you straight to the reply box. Reply is not offered on a closed or locked ticket.
What the statuses mean
Section titled “What the statuses mean”| Status | Meaning |
|---|---|
| New | Nobody has replied yet. |
| Pending | You replied last, so the ticket is waiting for the support team. |
| In Progress | Someone in the team is working on it. |
| Answered | The support team replied and is waiting for you. |
| Closed | The ticket is finished. You may be able to reopen it. See Replying, closing and reopening. |
| Merged | The ticket was joined into another ticket. |
Searching
Section titled “Searching”Type in any of the boxes, Ticket ID, From, Email or Subject, and click Search. Show all filters adds more: department, priority, a start and end date, and any extra questions your support team added to the ticket form. Reset clears the search.
To change the order, pick Subject, Priority, Ticket ID, Answered, Status or Created from the list above the tickets. The arrow button beside it switches between ascending and descending.
Saved searches
Section titled “Saved searches”If you run the same search often, save it:
- Search as usual.
- Type a name in Name this search and click Save search.
Your saved searches then appear in the Saved searches list. Pick one and click Apply to run it again, or Delete to remove it. Saved searches are yours alone; nobody else sees them.