Processing Helpdesk Tickets

When new tickets are ready to be processed, they should be assigned to staff members to ensure that someone has responsibility for the resolution of the ticket. Once tickets are resolved, they should be moved to Complete to remove them from the "open tickets" views.

Related how to guides - Processing Helpdesk tickets

How to claim helpdesk tickets

New tickets will arrive in your Helpdesk module as unassigned. This means that no particular staff member has yet taken responsiblity for the enquiry or issue. To view your unassigned tickets go to Helpdesk > Unassigned Tickets .

Claiming Tickets

Staff members can claim tickets from the unassigned ticket listing by clicking the Claim link next the ticket. Once they have done this their user name will be entered in the Assigned to field on the ticket; this can be manually changed within the ticket.

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You can use service levels and categories to highlight high priority tickets and to filter tickets to relevant departments and people who can deal with them.

How to complete a helpdesk ticket

When you have finished working on a ticket you should mark it "complete" to prevent it from appearing in the open ticket listings and indicate it no longer requires action. Your "complete" status can be called anything you like, all you need to do is specify which status is the "complete" in the setup. Go to Settings > Helpdesk > Helpdesk settings and select the complete status.

Mark a Ticket Complete

To mark a ticket complete change its status to your specified complete status. this can be done from within the ticket or update multiple ticket statuses using the batch processing.

 
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