Team Huddle has the added advantage of allowing agents to highlight conversations and bring them to the notice of specific team members. It allows tagging a group of agents as well.
Yes, it is real-time. We even have notifications so you would be notified immediately once a message is posted in a Huddle you are part of.
An unplanned interruption, reduction in the quality or the failure of an IT service is called an incident.
A request from a user for information, advice, a standard change, or access to a service is termed a service request.
When an issue gets reported multiple times by the same user or a requester raises a new ticket instead of following up on an existing one, duplicate tickets can be merged together. To know more about what happens when we merge tickets, you can refer to the article here
Both Incidents and Service Requests can be associated with Changes. In the ticket view page, you can click on the ‘Associate’ button and then either choose to link the ticket to an existing change or create a new change.
You can link multiple tickets to the same problem or change from the problem/change view page.
For problems, you can do this by clicking on the ‘Link new’ option under the ‘Incidents’ tab.
For changes, use the ‘Link new’ option under the ‘Associated tickets’ tab.
In situations where an agent might need to monitor a ticket which is assigned to another agent in the team, the ‘Add watcher’ feature can be used.
When you are added as a watcher to a ticket, you will receive email notifications when there is activity on the ticket, like the addition of a note, a change in status, etc.
Once you are added as a watcher to a ticket, you can remove yourself from watcher list by clicking on the “Star” icon within the ticket. You can only remove yourself from the watcher list and can’t remove other agents.
We can’t add non-agents as watchers to tickets. This feature is restricted to agents.
To change the due date in a ticket, you can click on the “Change” option available under the Due date field on the upper right side of the ticket details page.
Please note that you can only change Due Date if the SLA clock is running on a ticket.
You can use the forward be used to send an email to a third-party vendor or someone outside your team and have them included in the ticket. You can also refer to the article here for further information.
No, requesters would not be able to see any conversation that has been forwarded to a third party. The same goes for replies from the third party as these get added as private notes.
Approvals are available only for Service requests and not available for Incidents.
You would be able to perform the below actions when performing bulk actions. You can change:
● Status
● Priority
● Group
● Category
● Agent
● Department
● Custom Dropdown Fields
● Custom Dependent Fields
● Bulk Reply to tickets
As an agent when you are working on tickets or accessing articles, characterizing them by adding a tag would help to track and segregate them with respect to issues or requests. You can filter tickets by tags and use them for reporting. Tags also serve the purpose of indexing search for solution articles.
You can create Incident Categories from Admin-->Form Fields and click on the Category field under shared fields on the right-hand side.
Once you click on this, a editor opens up where you can enter the hierarchial values based on the indentation.
Sub Categories work as the second level of categorization for your ticket. Make sure to provide a single tab spacing from the margin when adding sub-categories in admin-> form fields -> shared fields -> categories.
You can modify Incident Sub Categories from Admin-->Form Fields and click on the Category field under shared fields on the right-hand side. Here, you can reorder the subcategories alphabetically and save them so they remain in alphabetical order.
Any ticket which is currently in a status where the SLA timer is turned off will be categorized as an on-hold ticket.
