[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:af-NA":36,"kb:categories:1:af-NA":37,"kb:brandArticles:1:0:af-NA":38,"kb:articleDetails:109:af-NA":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageSize":40,"pageNumber":35,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":55,"category":60,"relatedArticles":63,"relatedTagsArticles":71},{"id":47,"brandId":18,"sectionId":32,"categoryId":48,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":52,"updatedAt":53,"updatedBy":52,"tags":32,"includeForAi":19,"authorName":54},109,5,"Understanding a ticket","\u003Cp>A ticket is one customer issue. Every message, note, and change about that issue sits on the same record.\u003C\u002Fp>\u003Cp>An email, a chat, and a call are how the customer reached you. They are not three tickets. The ticket is the record that holds them.\u003C\u002Fp>\u003Cp>The Help Desk is a list of tickets. A view is a filtered list of them. Search Tickets finds one when you already know what you are looking for. \u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>You need:\u003C\u002Fp>\u003Cul>\u003Cli>Access to the \u003Cstrong>Help Desk\u003C\u002Fstrong> (a role with ticket view permission).\u003C\u002Fli>\u003Cli>A ticket already in a view, or one you add yourself. \u003C\u002Fli>\u003C\u002Ful>\u003Cp>Which tickets you can see depends on your role and the \u003Cstrong>groups\u003C\u002Fstrong> you belong to.\u003C\u002Fp>\u003Ch2>Step 1 - Find a ticket in the list\u003C\u002Fh2>\u003Col>\u003Cli>Select \u003Cstrong>Help Desk\u003C\u002Fstrong> from the main navigation.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The Help Desk opens on \u003Cstrong>Assigned To Me\u003C\u002Fstrong>. Shared \u003Cstrong>Views\u003C\u002Fstrong> and the other \u003Cstrong>My Portal\u003C\u002Fstrong> items are other lists of the same tickets, filtered differently.\u003C\u002Fp>\u003Cp>Each row is one ticket. Common columns include:\u003C\u002Fp>\u003Cul>\u003Cli>Ticket Id\u003C\u002Fli>\u003Cli>Ticket subject\u003C\u002Fli>\u003Cli>Requester\u003C\u002Fli>\u003Cli>Assignee\u003C\u002Fli>\u003Cli>Requested Date\u003C\u002Fli>\u003Cli>Last Updated Date\u003C\u002Fli>\u003Cli>Channel\u003C\u002Fli>\u003Cli>Brand\u003C\u002Fli>\u003Cli>Priority\u003C\u002Fli>\u003Cli>Question category\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Administrators choose the columns on a shared view. Select a row to open the ticket.\u003C\u002Fp>\u003Ch2>Step 2 - Read the left-hand panel\u003C\u002Fh2>\u003Cp>The panel heading is \u003Cstrong>Ticket #\u003C\u002Fstrong> followed by the id. On a ticket you are adding, the heading is \u003Cstrong>New Ticket\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>\u003Cstrong>Brand - \u003C\u002Fstrong>Which business, product, or region the ticket belongs to. Marked required\u003C\u002Fp>\u003Cp>\u003Cstrong>Status - \u003C\u002Fstrong>Where the ticket sits. Shown here, but you do not edit it in this field\u003C\u002Fp>\u003Cp>\u003Cstrong>Requester - \u003C\u002Fstrong>The customer the ticket is about. Hover the info icon to check name, phone, and email\u003C\u002Fp>\u003Cp>\u003Cstrong>Category - \u003C\u002Fstrong>How the issue is filed. Marked required. Usually one category per ticket\u003C\u002Fp>\u003Cp>\u003Cstrong>Group - \u003C\u002Fstrong>The team responsible\u003C\u002Fp>\u003Cp>\u003Cstrong>Assignee - \u003C\u002Fstrong>The agent responsible. Select Take It to assign it to yourself\u003C\u002Fp>\u003Cp>\u003Cstrong>Tags - \u003C\u002Fstrong>Extra labels. A ticket can have several\u003C\u002Fp>\u003Cp>\u003Cstrong>Priority - \u003C\u002Fstrong>Low, Medium, High, or Critical. Leave it unset if you are not sure\u003C\u002Fp>\u003Cp>\u003Cstrong>Source - \u003C\u002Fstrong>How the ticket was created. Locked after the ticket is submitted\u003C\u002Fp>\u003Cp>If your workspace has custom fields, they appear under \u003Cstrong>Source\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>Choosing a \u003Cstrong>Group\u003C\u002Fstrong> clears the assignee. Set the group first, then the assignee.\u003C\u002Fp>\u003Ch2>Step 3 - Read the conversation\u003C\u002Fh2>\u003Cp>The subject sits above the thread. It allows 100 characters.\u003C\u002Fp>\u003Cp>Under the subject, the ticket shows a status badge, when it was created, the requester's phone and email when they exist, and Via followed by the source name.\u003C\u002Fp>\u003Cp>The thread is every message on this issue, in order. A later email, chat, or social message about the same issue stays on this ticket.\u003C\u002Fp>\u003Cp>The composer has two modes:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Public Reply\u003C\u002Fstrong> - sent to the customer\u003C\u002Fli>\u003Cli>\u003Cstrong>Internal Note\u003C\u002Fstrong> - for your team. The customer does not see it\u003C\u002Fli>\u003C\u002Ful>\u003Cp>A public reply cannot be turned into an internal note afterwards. \u003C\u002Fp>\u003Ch2>Step 4 - Check History and Interactions\u003C\u002Fh2>\u003Cp>On the right of an existing ticket, two panels record what has already happened.\u003C\u002Fp>\u003Cp>\u003Cstrong>History - \u003C\u002Fstrong>Changes to the ticket, with when they happened and who or what made them\u003C\u002Fp>\u003Cp>\u003Cstrong>Interactions - \u003C\u002Fstrong>Other tickets from the same requester\u003C\u002Fp>\u003Cp>\u003Cstrong>History\u003C\u002Fstrong> is a record. You do not edit it. Triggers and automations are recorded there too.\u003C\u002Fp>\u003Cp>\u003Cstrong>Interactions\u003C\u002Fstrong> is how you see that this customer already has other tickets. Merge is only offered for tickets with the same requester.\u003C\u002Fp>\u003Cp>These panels are not on the \u003Cstrong>New Ticket\u003C\u002Fstrong> page. They appear after the ticket exists.\u003C\u002Fp>\u003Ch2>Step 5 - Follow the status\u003C\u002Fh2>\u003Cp>\u003Cstrong>Status\u003C\u002Fstrong> is not chosen in the left-hand panel. You set it when you submit.\u003C\u002Fp>\u003Cp>The button reads \u003Cstrong>Submit as New\u003C\u002Fstrong>, \u003Cstrong>Submit as Open\u003C\u002Fstrong>, or \u003Cstrong>Submit as\u003C\u002Fstrong> another status configured for your workspace.\u003C\u002Fp>\u003Cp>\u003Cstrong>New - \u003C\u002Fstrong>Created, not yet worked\u003C\u002Fp>\u003Cp>\u003Cstrong>Open - \u003C\u002Fstrong>Being worked\u003C\u002Fp>\u003Cp>\u003Cstrong>Pending - \u003C\u002Fstrong>Waiting, usually on the customer or someone outside the team\u003C\u002Fp>\u003Cp>\u003Cstrong>Resolved - \u003C\u002Fstrong>Addressed. The customer may still reply\u003C\u002Fp>\u003Cp>\u003Cstrong>Closed - \u003C\u002Fstrong>Finished. The page shows \u003Cstrong>Ticket is closed\u003C\u002Fstrong>, and the reply actions are disabled\u003C\u002Fp>\u003Cp>A workspace can add other statuses.\u003C\u002Fp>\u003Cp>A ticket appears only in views whose conditions it matches. Changing status, group, brand, category, assignee, or tags can move it out of the list you were looking at.\u003C\u002Fp>\u003Cp>An archived ticket shows This is an archived ticket. It is no longer in the active queue.\u003C\u002Fp>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>I cannot see the Help Desk.\u003C\u002Fstrong> Your role needs ticket view permission. Ask an administrator to check your role.\u003C\u002Fp>\u003Cp>\u003Cstrong>A chat and a ticket look like the same thing.\u003C\u002Fstrong> They are not. The chat is one channel on the ticket. The ticket is the record. The chat still leaves a ticket in the Help Desk.\u003C\u002Fp>\u003Cp>\u003Cstrong>I expected a new ticket for every message.\u003C\u002Fstrong> Messages about the same issue stay on the existing ticket. A second ticket appears when the contact is treated as a new issue, or when someone adds one by hand.\u003C\u002Fp>\u003Cp>\u003Cstrong>The ticket I want is not in my view.\u003C\u002Fstrong> Its properties no longer match that view, or the view is restricted to a group you are not in. Try \u003Cstrong>Search Tickets\u003C\u002Fstrong>, or open \u003Cstrong>Assigned To Me\u003C\u002Fstrong> if it is assigned to you.\u003C\u002Fp>\u003Cp>\u003Cstrong>I cannot change Source.\u003C\u002Fstrong> Source can be changed only while the ticket is new. After you submit, the \u003Cstrong>Source\u003C\u002Fstrong> field is locked. The line under the subject still reads \u003Cstrong>Via\u003C\u002Fstrong> plus that source.\u003C\u002Fp>\u003Cp>\u003Cstrong>Status is greyed out.\u003C\u002Fstrong> The \u003Cstrong>Status\u003C\u002Fstrong> field in the left-hand panel is display only. Change it with \u003Cstrong>Submit as\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>\u003Cstrong>I meant the note for the team, but I used Public Reply.\u003C\u002Fstrong> A public reply is visible to the customer. You cannot convert it to an internal note.\u003C\u002Fp>\u003Cp>\u003Cstrong>Two tickets for the same customer.\u003C\u002Fstrong> Open \u003Cstrong>Interactions\u003C\u002Fstrong> on either ticket. Merge only works when both tickets have the same requester.\u003C\u002Fp>\u003Ch2>\u003Cbr>\u003C\u002Fh2>\u003Cp>\u003Cbr>\u003C\u002Fp>","2026-09-17T14:16:04.000+00:00",15,"2026-09-17T14:16:44.000+00:00","Kaan Sarilar",[56],{"title":57,"id":58,"brandId":35,"categoryId":35,"position":35,"description":59,"isActive":19,"language":27,"englishVersion":19},"All Sections",-1,"",{"id":48,"brandId":18,"position":48,"title":61,"description":62,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Ticket Management","Test 2",[64,65,68],{"id":47,"brandId":18,"sectionId":32,"categoryId":48,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":66,"brandId":18,"sectionId":32,"categoryId":48,"categoryName":32,"categoryNameTranslated":32,"title":67,"titleTranslated":32,"position":66,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},110,"Ticket Categories",{"id":69,"brandId":18,"sectionId":32,"categoryId":48,"categoryName":32,"categoryNameTranslated":32,"title":70,"titleTranslated":32,"position":69,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},111,"Ticket Page overview",[]]