Open


# How to use

This page shows you all open tickets even if they are not assigned to a particular agent.

01_Main_EN

You can do the following actions:

1. Create a new internal issue by hitting the button "New Ticket" and filling in the fields

02_New_ticket_EN

2. Filter through the results by using the filter button at the top right corner of the screen or click on a specific link in the results to filter such items (e.g. by clicking on a Requester name you will filter all tickets from this person)

04_Filter_EN

3. Next to the filter button there is "Action" button with these options:

  • Merge tickets
  • Change status
  • Change priority

4. View the ticket by clicking on the subject name with the following features:

  • update the priority, issued application or ticket requester by hitting the blue pencil icon
  • button Create Idea will direct you to the Ideas section for you to save this idea for improvement / if the button says "See Idea", there already is an idea created based on this ticket and the button will direct you to it in section Ideas
  • escalate the ticket
  • add tags, assign the ticket to a different team and agent
  • add a comment with different status - once the comment is saved, ticket requester receives an email with a link to a website showing him his ticket and the comment - he can either confirm the resolution or add his own comment and send back for further investigation

03_View_ticket_EN

 



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