Here’s an example of a ticket detail view (AgentTicketZoom).
When you click on a ticket number from an overview screen or a link in an email notification, you’ll land here.
At this screen, you have access to all other screens. Here you can manipulate ticket data or review and add communications. The menus are separated for the ticket and each communication.
The ticket menu gives you access to the ticket data. Ticket data is modifiable information about the ticket like, but not limited to:
User-Defined Data (Dynamic Fields)
Your menu can and may differ based on permissions and configuration.
The ticket menu items are in clusters by default, and the clusters are configurable in the system configuration. Per default, the following clusters are configured:
Owner - Set the ticket owner.
Customer - Assign a customer.
Note - Add a note.
Phone Call Outbound - Make a call.
Phone Call Inbound - Take a call.
Lock - Lock the ticket and take ownership.
Back - Go back to the last overview.
Print - Print all articles.
Images and HTML formatting is not printed. Just plain text.
Priority - Change the priority.
Pending - Set the ticket to pending.
Close - Close the ticket.
There may be many optional menu items based on your installed packages.
Process - Enroll ticket in a process.
Only available when at least one process is active whose start activities initial dialog is accessible by the agent.
Each article has a different set of menu options, based on it’s type. All possible menu options are seen below. Articles are selected from the article tree found between the ticket menu article menu.
Mark - Mark a communication important.
Print - Print the selected article.
Split - Create a new ticket based upon the currently selected article. You can create a new phone, email, or process ticket directly from any article.
You should generally spilt a ticket from a customer article. Otherwise the agent is pre-filled as the customer of the new ticket.
Additionally, the original article remains in the old ticket.
The newly created ticket is automatically linked to the original ticket as a child.
To respond to tickets, you can use one of other options.
Reply to Note - Reply to a note.
Forward - Forward the message.
Bounce - Redirect the mail to another address.
Reply - Reply to sender.
Reply all - Reply to sender and all Cc: recipients.
Message Log - Jump to the communication log.
The Message Log is only available to administrators or their delegates.
Resend - Resend a failed communication.