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|
|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:
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 the same requester had raised the 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. Any assets that need to be linked to the requester's ticket can also be done through the association of assets. Simply, select Assets and click Associate Asset.
This view also lets you access more options to update the ticket’s properties.
If an admin adds additional fields to the ticket creation form, they will also be displayed here.
With the custom app, when the priority field is updated, you will also have to add a reason as to why the priority was changed while updating it.