Apart from creating and filtering tickets, you can also update various parameters of a ticket. You can also select multiple tickets and update information in bulk. 


Here are some quick updates you can make to your tickets. 



Use this 

To do this

Delete

Delete ticket(s)

Pick Up

Assign a ticket to you or to another agent

Flag Spam

Mark as Spam

Close

Close a Ticket

Assign to Agent

Assign multiple tickets to a particular agent

Bulk Actions

You will find this feature quite handy when you want to update multiple tickets simultaneously. 


Things that you can change: 

● Type 

● Status 

● Priority 

● Group 

● Category 

● Agent 

● Department 


You can also add a bulk reply to multiple tickets.

Merge

Use this feature in case you want to merge the selected ticket(s) with another ticket. This is useful in cases a same requester had raised a same issue twice. 


You can also click on Export to save ticket data as an Excel spreadsheet or a CSV file.


From the list of tickets, click on the one you want to view or update. This opens the ticket’s
detailed view that looks similar to this.



You can view everything you need to know about the ticket here- right from its status, priority
and due date to the requester’s details.

This view also lets you access more options to update the ticket’s properties. Here’s everything
you can view and update here.



If an admin adds additional fields to the ticket creation form, they will also be displayed here.