Searching and viewing tickets

There are two main reports used to view tickets:

  • The open tickets list
  • The ticket log

Open tickets

The open tickets list displays all tickets which haven't yet been completed.

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It displays the following columns:

Column Description
Ticket status

Indicated by the color chosen when setting up your ticket statuses.

Statuses help you determine what stage the ticket is in. Tickets which have not been completed after some time can be chased up.

Ticket number A unique ID automatically assigned by the system.
Title The ticket's subject line. Hover over it to see a ticket summary when you hover over it. See below for further information.
Name The customer's name.
Company The customer's company name.
Contact status The customer's contact status as set on their contact record.
Category The ticket category as set on the ticket.
Created The created date of the ticket.
Service level The service level of the ticket, as set on the ticket.
Owner The staff member assigned to the ticket. If no staff member is assigned, a link to "Claim" the ticket is displayed.
Last updated The date the ticket was last updated.

Furthermore, the open tickets list can be filtered by the following filters:

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Field Description
Search Use this field to search for tickets containing certain key words in the ticket subject.
Date Filter for tickets created within a certain date range.
Status

Filter on ticket status.

Category Filter on a specific ticket category. 
Assigned to

Filter on tickets assigned to a specific staff member.

Project Filter on tickets assigned to a certain project.
Include closed tickets Check this box to include tickets which have been closed. This box is unchecked by default.
Team Filter on tickets assigned to a specific team.
Created by Filter for tickets created by a specific staff member.
Service level Filter for tickets assigned a specific service level.

Whenever you see a ticket in the list, you can hover your mouse over the title line to display a bubble of information, including the ticket subject and all comments.

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This allows you to read the description of the ticket without having to click into it.

To open any ticket, just click on the title.

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Quick search

Use the quick search box in the top right hand corner of the screen to search by a particular ticket number. Make sure you select Tickets from the drop-down menu. Closed tickets are included in the search.

Unassigned tickets

A ticket is considered "unassigned" until it is claimed by or assigned to a staff member.

Assigning tickets to staff members ensures that someone is responsible for managing the query, so checking the unassigned tickets list regularly is important to make sure new customer inquiries and issues are picked up.

To view unassigned tickets, go to Helpdesk > Unassigned tickets. Notice that the menu displays the current number of unassigned tickets in brackets, and they are also displayed in the notification area on the left-hand side of the screen (if the "Tasks" notification is enabled).

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The unassigned tickets list is the "All open tickets" list, filtered to "Team: Not assigned".

My tickets

View a listing of all tickets assigned to you by going to Helpdesk > My tickets. This link takes you to the open ticket list filtered by staff member.

Click the cross next to the report title "Tickets assigned to me" to remove the filter and view all tickets.

Closed tickets

Tickets are only considered "closed" once they have reached your complete status. You can include closed tickets on any of the listings using the filters. Tick the checkbox Include closed tickets.

Ticket log

The ticket log is used to analyze how your staff members work on tickets.

You can use the ticket log to see timestamps of when the ticket was created, how long it took someone to respond to it, how long it took to complete and the total time spent on it.

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You can also see which staff members are getting great feedback ratings from your customers. Use the filters to view tickets assigned to a staff member at complete status and of the desired rating.

The columns visible on the ticket log are:

Column Description
Ticket number A unique ID automatically assigned by the system.
Title The ticket's subject line.
Name The customer's name.
Company The customer's company.
Created The created date and time of the ticket.
First response The date and time of the first response to the ticket.
Closed The date and time the ticket was closed.
Category The ticket category.
Service level The ticket service level.
Rating The feedback rating provided by the customer.
Status The ticket status.
Owner The staff member assigned to the ticket.

The ticket log can also be filtered on the following:

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Field Description
Search Use this field to search for tickets containing certain key words in the ticket subject.
Assigned to Filter on tickets assigned to a specific staff member.
Category Filter on a specific ticket category.
Project Filter on tickets assigned to a certain project.
Created by Filter for tickets created by a specific staff member.
Status

Filter on ticket status.

Include closed tickets

Check this box to include tickets which have been closed. This box is checked by default.

Service level

Filter for tickets assigned a specific service level.

Created between

Filter for tickets created within a certain date range.

Closed between

Filter for tickets closed within a certain date range.

Rating

Filter for tickets given a certain rating.

Team Filter on tickets assigned to a specific team.

Viewing tickets for a specific contact

You can view a customer's open tickets from within their contact record.

Search for and open the contact, then select the Tickets tab.

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The tab has a number indicating how many open tickets the contact currently has.

You are able to see basic information for each ticket, including the subject, description, status and who the ticket is assigned to.

Click any ticket title to open it.

 
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