Ticket Actions

Ticket actions are steps/processes that can be performed on tickets.

Note: Depending on the assigned user permissions, the actions are visible and executable for the respective user or not!

You can read about the actions you can perform from a ticket overview and a ticket detail page in the article Ticket overview under 'Actions available in ticket overviews' and in the article Ticket detail page under 'Ticket actions available in the ticket detail page'.

The following ticket actions are described in more detail in this article:
Attach Files to Tickets
Forward Tickets to Third Parties
Merge Tickets
Split a single Ticket into different Tickets
Link Tickets
Delete Tickets
Mark Ticket as Spam

Attach Files to Tickets

Agents have the option to attach files to a ticket resp. save them under a ticket.

• Open the ticket to which you want to add one or more files.
• Click the Upload Attachment button in the top right corner of the toolbar.
• Select the file you want to attach to the ticket.
• Click Upload.

Note: Uploaded attachments are not automatically attached when replying to tickets. If you want to attach files to your ticket reply, you need to select them using the 'Add Attachments' field.

Forward Tickets to Third Parties

t may be necessary to involve an outside person or SimpKo user outside of your group/team to resolve a support request. In this case, all messages and possibly also private notes can be forwarded to an e-mail address without having to access your e-mail account.

Note: Replies to a forwarded ticket are included in the ticket as a private note.

Instructions for forwarding a ticket

• Forwarding from the Ticket overview: Click on Actions () >> Forward on the desired ticket.
  Forwarding from the Ticket detail page: Open the desired ticket and click the Forward button in the top right corner of the toolbar.

• Enter the e-mail address of the recipient and possibly Cc.

• Change the subject if necessary.

• Select whether to forward all messages and/or all private notes.

• Reply - choose from the three options provided how to handle replies to the forwarded ticket:
  Reply to me - All replies will be sent to your personal e-mail address, i.e. to the address specified as your username, and will therefore not be saved in the ticket.
  Reply to system - All replies will be added to the ticket. If the reply is from a SimpKo user, the reply will be added as a 'Private Note' in the ticket.
  No reply - If 'no reply' is selected, any replies from recipients will not be delivered.

• In the text box, enter the message you want to add.

• Click Send.

Merge Tickets

For example, if several tickets refer to the same topic, it is possible to merge these tickets into one ticket. Tickets from different requesters can be merged as well.

An alternative to merging tickets is to link tickets. Tickets remain separate and are linked to tickets with similar requests. This makes it easy to find solutions/answers from other tickets and colleagues.

What happens when merging tickets?

• One of the tickets marked for merging must be selected as the primary ticket. All others are considered secondary tickets.
• Secondary tickets will be closed when merged.
• From the secondary tickets, the attachments, the entire communication process, private notes, and Cc are transferred to the main ticket.
• The messages and notes are sorted chronologically in descending order, i.e. the most recent entries always appear at the top of the history.
• The values of the ticket fields such as customer, status, priority, ticket tags, etc. are only taken over from the main ticket.

Note: A merge action cannot be undone.

How to merge two or more tickets?

• Select the tickets you want to merge by clicking the checkboxes from the Ticket overview.
• Click Merge in the toolbar that now appears.
• In the dialog box that appears, select which ticket you want to use as the main ticket.
• You can enter a note as the reason for the merge, which will be added to the main ticket as a private note.
• Click Merge.
• Under the menu item Ticket Relations in the Detail page of the main ticket, the numbers of the secondary tickets are listed as 'merged by' with links to them. In the Details page of the secondary tickets, the number of the main ticket with a link to this ticket appears as 'merged into'.

Split a single Ticket into different Tickets

If ticket replies to an existing ticket contain multiple topics, these replies can be split into new tickets and thus processed separately. Both customer and agent replies can be split.

How is a ticket reply split?

• Open the desired ticket from the ticket overview to get to its detail page.
• In the conversation history, click Split on the reply you want to split.
• In the dialog box you can enter a subject and message text (= request of the new ticket) for the new ticket or accept the suggested contents of the split ticket.
• If there are attachments, you can choose whether and which attachments should be included in the new ticket.
• After clicking Split, the new ticket will open and you can make further edits.
• In the new ticket, a link to the old, split ticket is available under the menu item Ticket Relations ('split from').
• In the old, split ticket, the number with a link to the new ticket appears in the sidebar under Ticket Relations as 'split into'.

Link Tickets

As with ticket merging, ticket linking is about requests on the same or similar topics. The purpose of ticket links is to show relationships, helping your agents quickly find relevant tickets and information.

• Open the ticket.
• In the menu item Ticket Relations enter the ticket number you want to link to and click on the plus icon ().
• In the list displayed, the previously entered number with a link to this ticket appears as 'linked with'.
• For the linked ticket, in the list under Ticket Relations, you will find the ticket number from which the link was entered, with a link to that ticket.
• Unwanted links can be removed by clicking the delete icon ().

Delete Tickets

If you delete a ticket, the ticket is not marked as deleted but is irretrievably removed from the system. All attachments to the ticket are also deleted.

• Delete a single ticket:

  • Click on Actions () >> Delete ticket for the desired ticket in the Ticket Overview.
  • In the delete confirmation dialog box, click "Yes, Delete" to permanently remove the ticket.

• Delete one or more tickets at once :

  • In the Ticket Overview, mark the tickets you want to delete by clicking on the checkboxes.
  • Click Delete on the toolbar that appears.
  • The selected ticket numbers are indicated in the dialog box.
  • Click "Delete Ticket" to permanently delete the ticket(s).

Note:
It is neither possible to view nor restore a deleted ticket.

Mark Ticket as Spam

It is possible to mark unwanted tickets as Spam.

• Open the ticket you want to mark as spam.
• Click Spam in the toolbar.
• If the predefined view 'Spam' is activated, the tickets marked as spam are listed under this view.
• Tickets marked as spam will be automatically deleted 30 days after the ticket creation date. This automation can be adjusted, deactivated or deleted under Automation >> Rules >> Scheduled Rules - see also under predefined rules.