Editing of Tickets

Editing tickets means communicating with requesters, adding private notes to the ticket if necessary, and adjusting ticket properties. This is possible from the ticket detail page. Information on the components and available functionalities of the ticket detail page can be found here.

Topics of this article:
'Next Ticket'-Button - avoiding collisions during ticket processing
Add Ticket Reply, Cc/Bcc Recipients, File Attachments
Add Private Notes
Update Ticket Properties

'Next Ticket'-Button - avoiding collisions during ticket processing

By using the 'Next Ticket' button, the next (according to the ticket no.) 'new', unassigned ticket is always opened. This helps to avoid conflicts during ticket processing

• Click on ' Next Ticket' in the top toolbar to open and edit the next available 'new' ticket that has not yet been assigned. This ticket will be assigned to you and the status will be set to 'In Progess' or to the status to which the ussage 'Ticket Assignment' is assigned.
• If you would like to edit another available ticket after processing this ticket, click on 'Next Ticket' again.

Add Ticket Reply, Cc/Bcc Recipients, File Attachments

• Open the ticket you want to reply to.
• In the text field of the ticket detail page, a reply can be added to the ticket under the 'Reply' tab. (You can use markdown to format the reply).
• If you are working with canned replies, select the desired reply from the list of canned replies.
  If ticket tags are associated with the canned replies, they are listed in parentheses next to the response. Canned replies with attachments are marked with an A in brackets (A).

  Note: Attachments to a canned reply can only be modified and removed in the canned reply itself.

• If necessary, additional recipients can be inserted. In the 'Cc' field you can enter the e-mail address of a recipient to whom you want to send a copy of the ticket reply. If you want to add multiple Cc recipients or Bcc recipients or anonymity, enter the desired e-mail addresses in the right side panel under Cc/Bcc addresses.
• If required, you can attach one or more files to your reply by selecting the desired files in the 'Add Attachments' field. All files that are saved in the ticket are available for selection. This means that if you want to attach a file that is not yet stored in the ticket, you must first save it in the ticket using the Upload Attachment button.
• To send, either click Reply or if you want to set the status to 'Resolved' at the same time, click Reply & Resolve.

Notes regarding responses from requesters and Cc on ticket replies:

• If the requester responds to the agent's ticket reply, this response is saved in the conversation history under the 'Reply' tab. The entire communication between requester and agent is recorded under this tab
• If a Cc responds to the agent’s ticket reply, this response is also added under the ’Reply' tab, unless the Cc is a SimpKo user. If the recipient set to Cc is a SimpKo user, his response to a ticket reply is saved as a ’Private Note'.

Add Private Notes

Private notes allow you to add private comments to a ticket that are only visible to internal users who have access to the ticket.

• Open the ticket for which you want to add a note.
• Click on the 'Private Note' tab and enter the desired note in the text area.
• Click Save Note >> the note will appear below the text area.

Once a 'Private Note' has been saved, it cannot be removed from the ticket.

Update Ticket Properties

From the ticket detail page, you can edit the ticket properties in the ticket bar: subject, status, agent, customer, channel, priority, type, group, ticket tags.

Note: The possibility of editing depends on the assigned user permission.

• Open the ticket.
• Click the edit icon () of the property you want to change.
• Confirm the changes made to the subject and ticket tags by clicking on the done icon (). Changes to all other properties are saved immediately.