A ticket is one customer issue. Every message, note, and change about that issue sits on the same record.
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.
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.
Before you begin
You need:
- Access to the Help Desk (a role with ticket view permission).
- A ticket already in a view, or one you add yourself.
Which tickets you can see depends on your role and the groups you belong to.
Step 1 - Find a ticket in the list
- Select Help Desk from the main navigation.
The Help Desk opens on Assigned To Me. Shared Views and the other My Portal items are other lists of the same tickets, filtered differently.
Each row is one ticket. Common columns include:
- Ticket Id
- Ticket subject
- Requester
- Assignee
- Requested Date
- Last Updated Date
- Channel
- Brand
- Priority
- Question category
Administrators choose the columns on a shared view. Select a row to open the ticket.
Step 2 - Read the left-hand panel
The panel heading is Ticket # followed by the id. On a ticket you are adding, the heading is New Ticket.
Brand - Which business, product, or region the ticket belongs to. Marked required
Status - Where the ticket sits. Shown here, but you do not edit it in this field
Requester - The customer the ticket is about. Hover the info icon to check name, phone, and email
Category - How the issue is filed. Marked required. Usually one category per ticket
Group - The team responsible
Assignee - The agent responsible. Select Take It to assign it to yourself
Tags - Extra labels. A ticket can have several
Priority - Low, Medium, High, or Critical. Leave it unset if you are not sure
Source - How the ticket was created. Locked after the ticket is submitted
If your workspace has custom fields, they appear under Source.
Choosing a Group clears the assignee. Set the group first, then the assignee.
Step 3 - Read the conversation
The subject sits above the thread. It allows 100 characters.
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.
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.
The composer has two modes:
- Public Reply - sent to the customer
- Internal Note - for your team. The customer does not see it
A public reply cannot be turned into an internal note afterwards.
Step 4 - Check History and Interactions
On the right of an existing ticket, two panels record what has already happened.
History - Changes to the ticket, with when they happened and who or what made them
Interactions - Other tickets from the same requester
History is a record. You do not edit it. Triggers and automations are recorded there too.
Interactions is how you see that this customer already has other tickets. Merge is only offered for tickets with the same requester.
These panels are not on the New Ticket page. They appear after the ticket exists.
Step 5 - Follow the status
Status is not chosen in the left-hand panel. You set it when you submit.
The button reads Submit as New, Submit as Open, or Submit as another status configured for your workspace.
New - Created, not yet worked
Open - Being worked
Pending - Waiting, usually on the customer or someone outside the team
Resolved - Addressed. The customer may still reply
Closed - Finished. The page shows Ticket is closed, and the reply actions are disabled
A workspace can add other statuses.
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.
An archived ticket shows This is an archived ticket. It is no longer in the active queue.
Troubleshooting
I cannot see the Help Desk. Your role needs ticket view permission. Ask an administrator to check your role.
A chat and a ticket look like the same thing. 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.
I expected a new ticket for every message. 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.
The ticket I want is not in my view. Its properties no longer match that view, or the view is restricted to a group you are not in. Try Search Tickets, or open Assigned To Me if it is assigned to you.
I cannot change Source. Source can be changed only while the ticket is new. After you submit, the Source field is locked. The line under the subject still reads Via plus that source.
Status is greyed out. The Status field in the left-hand panel is display only. Change it with Submit as.
I meant the note for the team, but I used Public Reply. A public reply is visible to the customer. You cannot convert it to an internal note.
Two tickets for the same customer. Open Interactions on either ticket. Merge only works when both tickets have the same requester.