When you click on the Home icon in the sidebar, the agent dashboard appears. From there, you can click on a ticket to open it in the main window.
The information displayed on your ticket can vary, again, depending on your setup. For example, administrators can use contextual workspaces to control the ticket fields, macros, and apps that appear. The sections below describe some of the more common elements you may run into.
Properties panel
Down the left side of the window, you'll see the Properties panel. The fields displayed here contain metadata about the ticket. These fields, including their field type (drop-down, text entry, and the like) are defined on the Admin Home page.
Ticket toolbar
Along the top of the ticket is the Ticket toolbar, displaying a series of labels containing information about the ticket and who submitted it:
- Organization is the name of the organization the ticket submitter belongs to. Clicking this label takes you to a list of all tickets submitted from this organization.
- User is the name of the person who submitted the ticket. Clicking this label takes you to a list of all the tickets submitted by this person.
- Ticket info displays the ticket status, type, and number.
- Next ticket scrolls you to the next ticket in your selected view.
- The Apps button opens a panel listing all of your available apps.
Ticket header
Below the Ticket toolbar is the Ticket header. Here, you'll see a number of items conveying additional information about the ticket:
- Subject is the title given to the ticket. You can edit this by clicking on the subject and entering a new one.
- Requester is the name of the user who submitted the ticket. You can change this by clicking the change link.
- SLA displays any user-specific rules applied to the ticket. In the example above, tickets from this company must be solved within seven days, per the Service Level Agreement. Hovering your mouse over the rule displays the date by which the ticket must be solved.
- Ticket options is a drop-down menu displaying actions you can take on the ticket.
Comment type
The Comment type allows you to select what kind of comment you want to leave on the ticket:
- Click Public reply (the default selection) so your reply is visible to anyone viewing the ticket.
- Click Internal note so your reply is visible only to other agents with permissions to view the ticket.
In line with the comment types, you may see one or both of the following optional buttons:
- Preview (optional) displays your reply as it will appear to other users, including any Markdown text formatting.
- Call (optional) displays options for selecting or entering a phone number to initiate a phone call with the customer.
Ticket conversation
The Ticket conversation allows you to choose what information you want to view in the comment stream.
Click the Conversation drop-down to choose what to display in the body of the ticket:
- Conversation displays only the communication between the agent and the customer, or the agent and other agents.
- Events displays all replies, status changes, and the like, applied to the ticket by an agent or a business rule.
Use the Comment filters to choose what type of comments to display in the comment stream:
- All (the default selection) displays all of the activity happening to a ticket, including (but not limited to):
- Internal notes (highlighted in yellow in the comment stream)
- Public comments
- Chat logs
- Talk recordings
- Facebook messages
- Public displays only those comments and events the end-user can view, including (but not limited to):
- Public comments
- Chat logs
- Talk recordings (if your account is set up to make them visible to the end-user)
- Facebook messages
- Channel Framework posts
- Any other external communication to or from the customer
- Internal displays only comments visible to agents and administrators, including:
- Internal notes
- Talk recordings (if your account is set up to make them hidden to the end-user)
The number by each comment filter indicates how many events are included in that filter.
Bottom toolbar
At the bottom of the main window is the Bottom toolbar. Here, you'll see options for qualities to apply when you submit your comment:
- Click the Apply macro button to view and select any available macros, and apply them to the ticket.
- Tab action allows you to select what happens to the tab after the ticket is submitted. Click to select Close tab or Stay on ticket.
- Status options allows you to submit ticket updates and select the status applied to the ticket upon submission. Click to select a ticket status: Open, Pending, On-hold, or Solved, and submit the ticket.
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