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Ticket Detail Page

After opening a ticket you get to the ticket detail page, from where tickets can be edited. Read the Editing of Tickets article about adding ticket replies and private notes and customizing ticket properties.

This article provides an overview of the components and available functionalities of the ticket detail page:
Structure of the Ticket Detail Page
Menu Items of the right side area of the Ticket Detail Page
Ticket Actions available in the Ticket Detail Page

Note: Available actions and functionalities may vary for each user depending on their role.

Structure of the Ticket Detail Page

The elements/areas visible in the opened ticket are as follows:

  • Ticket toolbar: with function/action buttons.
  • Ticket bar: with information about the ticket. A description of the listed ticket fields can be found in the ticket overview article under default ticket fields.
  • Text area: with tabs to access ticket replies and private notes fields.
  • Conversation History: The information that appears here depends on the selected tab of the text area. 'Reply' shows the entire communication process between customer and agent and 'Private Note' lists all saved notes. The most recent entries always appear at the top of the conversation history.
  • Right side area: In the right side area, the three-dot icon () can be used to show or hide further menu items (Additional Information,Tickets of this Customer, Attachments (if available) , Cc/Bcc Addresses, Ticket Relations and Protocol Entries).

Menu Items of the right side area of the Ticket Detail Page

The right side area can be toggled on and off by clicking the three-dot icon (). This area contains menu items for retrieving further information relating to the ticket and your customers. In addition, actions can be accessed.

Additional Information

The custom ticket fields you created, which can also contain data from external interfaces, are displayed under 'Additional Information'.

Tickets of this Customer (view and edit)

All tickets that exist in your helpdesk from the corresponding customer are listed under "Tickets of this Customer".

This function makes it possible, for example, to check whether a customer has already made inquiries on the same or similar topics.

  • Moving the mouse pointer over the subject of a ticket displays a preview. For information on the content of the preview, see here.
  • To open a ticket, click the edit icon ().
  • Furthermore, actions can be performed on selected tickets. By clicking the checkbox, actions executable on the ticket(s) will appear.

Attachments

Listing of all attachments uploaded to the ticket i.e. attachments saved via the Upload Attachment button as well as attachments added by customers either when submitting the support request or by replying to a notification. Unwanted attachments can be removed by clicking the delete icon ().

Cc/Bcc Addresses

All addresses listed in the ticket under the menu item 'Cc/Bcc Addresses' are added to every ticket reply and all further e-mail notifications to the customer.

The following recipient addresses are added:

Recipients that are no longer wanted can be removed by clicking the delete icon () of the corresponding address.

Ticket Relations

From the menu item 'Ticket Relations' you can link tickets and all tickets that have been related to other tickets in some way will be listed here. Ticket relations can be established through the following ticket actions:

Ticket Protocol

Under the menu item ’Protocol' actions and changes that have taken place on the respective ticket are documented. Here you can see, for example, which properties have changed since the tick was received. The log entries are displayed in chronological descending order.

What activities are logged?

  • Assignment agent to ticket
  • Changes to subject, customer, channel, agent, group, status, priority, type, and ticket tags.

    Note: Changes to custom ticket fields are not logged.

  • Merge and split tickets
  • Mark tickets as spam
  • Restoring spam tickets

A protocol entry contains the following:

  • Initiator of the action/change: If the initiator is a user, the user name is shown. In the case of entries based on rules, no initiator is shown.

  • Timestamp when the action/change was executed.

  • The action/change performed.
    If an action has been performed, it is indicated - e.g. 'Action: Split' means that the ticket has been split or 'Spam: yes' means that the ticket has been marked as spam.
    If a change has been made, the new value is indicated - e.g. 'Priority: high' means that the ticket's priority has been changed to 'high'.

    For changes in status and agent, the changed status/agent shows in brackets the time the ticket has spent in this status/was assigned to this agent. For example, after changing the status from 'New' to 'In Progress', you will see in brackets a time stamp next to the status 'New' in the protocol entry - e.g. Status: New (1m 18s) which means that this ticket spent 1 minute and 18 seconds in the status 'New'.

Ticket Actions available in the Ticket Detail Page

In the detail page, the following actions can be performed on tickets

Note: The available actions may vary for each user based on their role.

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