Ticket Basics Flashcards
How do you create a new ticket?
Hover over the +add tab in the top toolbar, then select Ticket.
How do you change the requestor of a ticket?
Next to the ticket requester’s name, below the ticket title, click Change.
How do you attach a file to a ticket?
- Click Attach file in the bottom right corner of the comment box.
- Select the file you want and click open.
Your attachment should appear beneath the link once it’s been uploaded.
What are the various statuses of a ticket?
- New
- Open
- Pending
- On Hold
- Solved
- Closed
When do I submit a ticket?
x
What is the difference between an public comment and an internal comment?
- A public comment can be viewed by the end user as well as all agents.
- An internal comment can only be viewed by agents within the help desk.
How can I transfer a ticket?
x
How do I assign a ticket to myself?
- Open a ticket from one your views.
- Click Take it above the Assignee field.
How do I assign a ticket to someone else?
x
What does the status pending mean?
The support agent assigned to this ticket cannot solve the ticket without additional information from the customer, and is waiting for the customer to provide that information.
What does the status open mean?
The ticket has been evaluated by a support agent and someone is most likely working on the ticket. A ticket could also be in the Open status without an assignee, which means it still needs to be assigned to someone for completion.
What does the status solved mean?
Either the end user or the agent believes that the issued described in the support request no longer exists, or the work has been completed.
What does the stats on-hold mean?
x
How do I merge a ticket?
- Open the ticket that you want to merge into another ticket.
- Click the Ticket options menu in the upper right, then select Merge into another ticket.
How do I add a cc onto my ticket?
x
How do I change the status of a ticket?
- Click to open the status options menu:
- Click the status you want to apply upon submitting the ticket.
