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.

  • Choose the Ticket Properties option on the right side menu.

  • The current Due By time is visible at the top, on the right hand side of the header.

  • Click on the current Due by Date and Time to edit it.

    • Either choose from the contextual date options (due today, tomorrow, next week, etc.), or click “Set Date/Time” to enter a specific date and time.

  • Hit Update under Ticket Properties to change the due by time.