Viewing Tickets
6 guides
Automatic Ticket Updates via Email
This article provides a guide on setting up automatic ticket updates via email. It explains the benefits, such as providing quick updates to account managers without accessing the self-service portal. The setup process involves enabling the feature in the email settings, creating a customizable email template with specific ticket information, and configuring an email rule to trigger these updates. The summary also highlights the importance of user access permissions to ensure only authorized users receive these updates, accompanied by guidelines on managing agent permissions for ticket information access.
Filter Profiles
This article provides a comprehensive guide on using filter profiles in ticket and project management systems. It explains how to configure and apply filter profiles to view specific ticket statuses such as Open or Closed. The guide covers setting user-specific visibility and using dynamic filters for ad-hoc ticket filtering. It also discusses configuring tickets for billing review and setting filters on the self-service portal. Dynamic features introduced in version 2.210+ allow agents to create flexible, on-the-fly filter criteria to streamline ticket management.
Grouping Tickets by Ticket Type in a Column Profile
Ticket Views
This knowledge base article details the various ways to view and organize tickets within a service desk platform. It covers default views, ticket viewing options by team, type, and status, and customizing views for child tickets with Gantt and Kanban options. The article also explains how to configure column profiles, which dictate the information shown in ticket tables, and discusses advanced options like multi-ticket filtering. Additionally, it includes instructions on mentioning agents directly from the ticket list and setting up views for sales processes.
Ticket/Client Areas
This article provides a comprehensive guide on configuring and customizing Ticket Areas in the agent application. It explains the concept of Ticket Areas, how to configure them, and manage their navigation menu layout. The guide also details creating navigation profiles for various entities, overriding screen layouts for agents and customers, and setting up ticket tabs per customer level. Additionally, it covers options for pinning details tabs, adding translations, and branding Ticket Areas with images in the page header. It emphasizes using hosted images for customizable area headers.
Tile and Kanban HTML $ Variables
This article provides a comprehensive list of variables that can be used with Tile HTML and Kanban HTML in ticket and sales module views. Users in the Configuration settings can utilize these variables by placing a dollar sign ($) in front of them, allowing for customized display options in column profiles for both tickets and sales.