View Ticket

This page displays a ticket.

Ticket buttons

Buttons on the top of the page are used to change the status of the ticket. Note: the buttons displayed are permission dependent and ticket-status dependent.

Advanced toolbar:

Ticket details

This area on the right shows various ticket properties:

Message log

Holds the conversation between the ticket submitter and the help desk team (so-called "comments") along with all system events and status changes of the ticket. Works like a discussion forum.

When someone posts a message into the log, the message is being emailed to the ticket followers aka "subscribers". By default, ticket followers are: the ticket submitter, and the "assigned-to" person. A technician or an administrator can add one or more followers to a ticket. Also, any user who post a message can address to particular recipients, rather than all followers.

A "technician" can also mention other technicians via @-symbol when writing a reply. This will add the mentioned user to ticket subscribers so they will receive an email notification.

When typing a response to a ticket, you can use Ctrl+, (control + comma) to bring up the "Canned responses" dropdown, or Ctrl+. (control + dot) for the "Knowledge Base" dropdown - to insert a canned response or a KB article respectively.

Ticket life-cycle

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