This section of the Web Help Desk tech training describes how to display a list of tickets and how to customize your view of the ticket queue. Use this material as it is, or copy and revise it to reflect your organization's practices and Web Help Desk configuration.
Use Web Help Desk to quickly access lists of tickets that are assigned to you or to your tech group.
The ticket queue provides information about each ticket in the list.
In the first column, you can select tickets for bulk actions, such as merging tickets.
The second column provides color-coded ticket information:
Click the flag column to flag a ticket or to remove an existing flag. Flagging a ticket adds it to your Flagged Tickets queue, which you can access by clicking Flagged Tickets in the toolbar.Use flags to mark tickets that require immediate follow-up or special attention.
If a ticket is unassigned, the last column displays the Assign to Me icon . You can click the icon to assign the ticket to yourself.
Click a column heading to sort the list of tickets by the values in that column. Click the column heading again to reverse the sort order.
Sort the tickets by the Alert Level to ensure you see tickets that require immediate action. Sort by Date to see the oldest tickets first.
You can customize your view of the ticket queue by creating one or more column sets. Each column set specifies which columns are displayed and in what order.
To edit an existing column set, select the column set and click the edit button .