Even as you are working on a ticket, you might want to change its status, re-categorize it, assign it to someone else in your team, and generally update its properties. The “Ticket Properties” option lets you modify and update any fields associated with a ticket from the sidebar.
Apart from the ticket fields, you could also modify the Due By time of the ticket which is defined automatically based on your SLA policies.
Quick guide for managing ticket properties:
Click on any ticket from the dashboard or the ticket list to see its details
Head over to the Ticket Properties section on the right side menu. In case it has been collapsed, click to expand it once again
Using the dropdown boxes, choose and edit the priority, status and other fields in the ticket properties list
Click Update once done
Quick guide to manually changing the Ticket Due by Time
Click on any ticket from the dashboard or the ticket list to see its details
The current first response and resolution due date is visible at the top, on the right hand side of the screen
Click on the current First response due or Resolution due to edit it
Either choose from the contextual date options (due today, tomorrow, next week, etc.), or click Pick date and time to enter a specific date and time
- Set the custom date and time and hit Update
