How do I manage tickets?

Introduction
Support Desk offers users with the ability create, assign, close and modify tickets. The ability to manage your tickets will play a key role in proper implementation and continued use of the Support Desk application. This article will help you become familiarized with the different interfaces within the Support Desk application. Tired of scrolling? Use the following shortcut links to navigate directly to your area of interest:



Unassigned Tab / Assigning Tickets

Incoming tickets are placed into the “Unassigned” tab where Supervisors can assign them to the pool of technicians available. Technicians can also accept tickets from this screen. Technicians will only see unassigned tickets pertaining to the forms they have been delegated.

If a form only has one technician assigned, incoming tickets will automatically be assigned and display under the “Assigned” tab for that technician.

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Clicking on the Ticket # or Subject will open the details of the Ticket.

Clicking on Assign or Re-Assign will open the window for the Ticket to be assigned to a Technician.

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Assigned Tab

The Assigned tab only displays active tickets that have not been closed. The “Assigned” tab has two views:

  1. Technicians will view a list of all their active tickets
  2. Supervisors will view a list of all active tickets grouped by technicians

The first view is as a technician. Overdue tickets will display in their own table, with the due date in red. By default, tickets are sorted by due date. Technicians can click on column headers to perform a customized sort of data.

Technician View of Assigned Tab

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This second view is as a supervisor. Supervisors can view all active tickets for all technicians for all forms from this screen. A handy export of data allows supervisors to print active ticket status for technicians at any given time, or export the data to excel for reporting.

Supervisor View of Assigned Tab

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Adding Notes

Supervisors and technicians can also add notes regarding the progress of tickets, or to include updates that may be of use for future reference. Private notes can also be added. Any notes designated as private will not be visible to the ticket owner.

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When creating a form, you have the option of allowing the ticket owner to add notes as well as the supervisors and technicians.  Ticket owners do not have the option to create private notes.



Closing Tickets

When the due date is reached, if the ticket has not been closed, it will display in red on the “Assigned” table view, for both the Technician and Supervisors.

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To close a ticket, simply click the “close ticket” button. A popup box will appear asking if you want to allow users to search the closed ticket. If you answer no, supervisors and technicians will still be able to access the ticket via search. The ticket will not be visible to general users.

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My Tickets Tab

In Support Desk, generic users, technicians and supervisors are provided with a 'My Tickets' tab. The 'My Tickets' interface displays the tickets you have created and retain ownership rights too.

The following interfaces will demonstrate the areas that a generic user account (with no elevated rights) will have access to within the application. General users only see the 'Create Ticket' and 'My Tickets' tabs within the application. Supervisors and technicians also have a “My Tickets” tab customized to their own ticket entries.

For this example, we are going to select ticket number 29 and view the detail screen.

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Users can view the details of their tickets to see who has been assigned to their item, as well as monitoring the ticket progress and reviewing notes from technicians.

If the form properties are set to allow for user notes, ticket owners can add their own notes to the ticket and communicate with the assigned technician. Notes allows for communication to be documented and attached to the ticket for future reference.

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