View Ticket

The view ticket page displays the full details of a single ticket.  You can view a ticket by clicking on either its id number or its subject line in the main ticket list or by entering its specific ticket id number in the form field at the top of the ticket list page.

At the top of the view ticket page is the blue information bar.  If the ticket has been associated with a client, the following information specific to that client is displayed:

Client's company name.  If there is no company name associated with the client, the client's full name is displayed instead. 

Client's id number.  This is also a link to their main client profile page in the client manager. 

Link to change the company assignment of the ticket.  If for some reason, the ticket displayed has been associated with the wrong client, you can use this link to specify the correct client record.  If the ticket is not associated with any client, this link will be visible to allow you to specify a client owner.

Listing of how many tickets that client has in the system.  There are listings for all of the client's open, on hold and closed ticket.  There is also a link to view all of the tickets that the client has in the system.

Basic stats about the client's account in the client manager.  There is a link to their list of outstanding invoices as well as a link to their current services.  Each will take you to the appropriate client page in the client manager.

If the ticket is not associated with a client, the only thing displayed in the information bar will be a link to specify a company assignment.  This will create a popup window that will take you through the process of selecting a company to associate the ticket with.  See the section on 'Ticket Company Assignment' for more info.

Next on the page is some basic information about the ticket. 

Ticket Number and Subject.  These are the main identifiers of the ticket.  You will see both in the main ticket list.

Originally Submitted:  This is a listing of the amount of time that has passed since the ticket was originally created.

Last Updated:  This is a listing of the amount of time that has passed since the most recent response was added to the ticket's history.

Status:  This is a listing of the current status of the ticket.  The possible options are Open, Closed, On Hold or Deleted.  This can be updated using the pull down menu on the right side of the page.

The next three items displayed are things that can be changed by the admin.  They are mainly organizational tools to help keep track of the ticket in the system.  Selecting a particular option in any of these menus will update the ticket accordingly.  The options are as follows:

Owner:  This is the name of the admin user that the ticket is currently assigned to.  Any users in the current department can be selected.  When a ticket is assigned to them, the user will receive an email notifying them of the change.  To unassign a ticket from all users, select the first option in the pull down list marked '-'.

Department:  This is the department that the ticket is currently filed in.  The full list of departments can be viewed in the department menu on the left side of the support manager window.  Departments can be added, edited and/or removed via the 'Manage Departments' page in the setup & admin section.

Priority:  This sets the priority level of the current ticket.  The possible options in ascending order of importance are Low, Normal, High and 911.  When a ticket with a priority level of 911 receives a response, the new ticket notification is emailed to the emergency address as specified in the setup & admin section for the default brand.

The rest of the page is made up of the body of the ticket.  Listed in the order that they are received are the responses to the ticket.  At the top of each response entry is a listing of the time and date that it was received by the system, the response's author and whether it was a client or staff member.  Email responses are displayed in white table while comments are in yellow.  Whether a comment was public or private is listed below it's author's name.  At the top and bottom of the ticket view is are links to post a follow up to the ticket and/or a comment.  Followups posted from these links will be emailed to the original author of the ticket.  At the bottom of each ticket response entry is a link to reply to and quote that particular reply.  This link will open the ticket response page with the body of the message already quoted in the text field.