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:
The following table describes the columns in the Group Tickets view.
|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.
To view or edit a ticket, enter a ticket number in the Ticket No. field.
To add a new qualifying condition to Tickets matching ALL of these conditions, click [+].
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 following illustrates a query that returns tickets that meet these criteria:
To save the search, enter a query name and then click Save. The Shared check box allows other techs to access the query.
To display a ticket in a printer-friendly view, click the printer icon at the top of the ticket.