Ticket management

View ticket

You can open up a ticket by clicking its title. You will see a form like this one:

Ticket form shows a conversation between the agent and the requester, the editor window and fields with information about the ticket. You may notice some messages are yellow, it tells that these messages are private notes that are visible to agents only and not to the requester. The requester will not receive any notifications about it and will not be able to read it. Also, there is a list of attachments on the right side of the view, below Tags.

The ticket’s change history can be opened by clicking the History button:

Once you opened the ticket form as the assignee, it is marked as read. But certainly, you may want to mark the ticket as unread back again. To do this, select the ticket you want to mark and click on Mark as Unread button. Note that only the ticket assignee can mark a ticket as unread.

To search for a ticket with a given ID, just type the ID in the Search tickets field and hit Enter.

Most of the ticket fields are displayed in the table on the right-hand side of the screen:

Requester

The person from the Contacts list who requested the ticket (if the contact has his organization specified you’ll see it next to his name).

Status

The ticket status. There are four statuses by default: New, In progress, Pending and Solved. You can also add your own.

Cc

Contacts specified in this field will receive the same notifications as the requester.

Assigned to

The SharePoint user that is currently working on the ticket.

Priority

Relative ticket priority (Low, Normal, High, Urgent).

Due date

The date when the ticket has to be resolved by.

Category

The type of the ticket (Question, Incident, Problem, Request)

Tags

Some key categories to classify the ticket.

Edit ticket and add comments

To open a ticket for edit just click it’s title.

Alternatively, you can open a ticket in edit mode from a list of tickets. Click on the appropriate button in the context menu:

To add a reply or a private note, click the Reply or Private note button and enter your message. Then click on Send & … button, also selecting the status. If you select the Private note option, the editor will change the color to yellow.

Add new ticket

HelpDesk creates new tickets from email messages, but you may need to create a new ticket manually. Click the New button on top of the page:

When creating a new ticket, Title, Requester and Priority fields are required to be filled in. Status of the ticket will be New by design.

Assign to me button

Assign to me button gives you an opportunity to easily assign tickets to yourself with one click. To assign tickets, choose one or several unassigned tickets. Then click Assign to me. After that, you will find newly assigned tickets on Home page. This action can be reverted. If the ticket has been assigned to somebody else, you can reassign it with Assign to me button as well.

Understanding ticket’s statuses

In HelpDesk you have four built-in statuses: New, In progress, Pending and Solved. Each of them describes on which stage of resolving is the ticket placed.

Statuses New and In Progress are used for calculations of agent’s work time and resolution time of the ticket. These calculations are needed for metrics ‘First reply time’ and ‘Next reply time’ in SLA policies. SLA is always on pause when the ticket’s status is Pending. When End-user submits a ticket, ticket’s status will be New by default. It applies to tickets created by team members via HelpDesk interface as well. Then agent should provide a reply and change ticket’s status to Pending. After end-user has provided some feedback, ticket’s status will be automatically changed into In progress. This cycle can repeat as much as needed to resolve a ticket. When the ticket is resolved, agent should change its status to Solved.