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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Manage tickets > Customize ticket views

Customize ticket views

Created by Steve.Hawkins, last modified by Anthony.Rinaldi_ret on Jul 19, 2016

Views: 55 Votes: 0 Revisions: 7

Web Help Desk offers several options for viewing tickets. Begin by clicking Tickets in the toolbar.

The My Tickets and Group Tickets views are pre-filtered tickets lists that display tickets assigned to you or your group.

In the first column, you can select tickets for bulk actions, such as merging tickets.

The second column provides color-coded ticket information:

  • Blue indicates a new ticket with no tech response.
  • Purple indicates a ticket reassigned to a new tech.
  • Yellow indicates a ticket with a new client update.

The following table describes the columns in the Group Tickets view.

Column Name Description
No. The Web Help Desk-assigned ticket number.
Date The date the ticket was created.
Updated The date the ticket was updated.
Request Type The category of the help request, such as for hardware support, email support, network connectivity, and facilities requests.
Request Detail Details about the client's request type. For example, if a client requested hardware support, the request detail might show that they are requesting additional memory for their notebook computer.
Latest Notes The latest notes from the Tech handling the ticket.
Client The Web Help Desk clients receiving support from Techs.
Status The ticket level of completion. The initial status is Open.
Priority Determines the ticket due date, with priority names such as Urgent, High, Medium, and Low.
Alert Level The message warning techs when a ticket needs attention. Alerts are email notifications about ticket priorities, with three configurable levels for automatic escalation.
Tech The name of the tech handling the ticket.
Location The location where the ticket issue occurs.

See Set up tickets for information about configuring the information that appears in the My Tickets and Group Tickets screens.

Techs can only see their assigned tickets in the My Tickets view, as well as tickets assigned directly to a tech group they belong to in the Group Tickets screen. These two restrictions apply to all accounts, including admin accounts.

Search for an existing ticket

  1. In the toolbar, click Tickets and select Search Tickets.
  2. In the Basic Search tab, use the text boxes and lists to narrow the search for the desired ticket.

    To view or edit a ticket, enter a ticket number in the Ticket No. field.

  3. Click Search.

Create an advanced search

  1. Click the Advanced Search tab.
  2. Select the qualifying conditions starting from the left to the right.

    To add a new qualifying condition to Tickets matching ALL of these conditions, click [+].

  3. Select the qualifying conditions as in step 2.

    The conditions specified in the ALL grouping must all be true to result in a found ticket. These conditions are qualified using the AND Boolean operator.

    To add a qualifying condition to Tickets matching ANY of these conditions, click [+] at the right of the ellipsis.

    Use the following guidelines:

  • The conditions specified in the ALL grouping must have all condition true to result in a found ticket. These conditions are qualified using the Boolean AND.
  • The conditions specified in the ANY grouping must have at least one condition true to result in a found ticket. These conditions are qualified using the Boolean OR.
  • The ANY condition group begins with and. As a result, the ANY group is evaluated along with the conditions in the ALL condition group, if the ALL group is used.
  • If no condition exists in the ALL group, Web Help Desk evaluates the ANY condition is using only the Boolean OR.
  • When completed, click Search.

The following illustrates a query that returns tickets that meet these criteria:

  • Priority = Urgent
  • Status = Open
    -- And either  
  • Escalation is 2 or above
    -- Or 
  • Company = ABC Co

To save the search, enter a query name and then click Save. The Shared check box allows other techs to access the query.

Display your print views

To display a ticket in a printer-friendly view, click the printer icon at the top of the ticket.

 
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