Ticket Summary

This is the area of the software that you are likely to use most of all if you are regularly logging tickets. If you have multiple processes such as Tickets, Problems, Changes etc., you can have separate folders with unique work queues for these, and navigate between them using the Folder drop-down. This example shows the work queue when the Open Tickets button on the Dashboard is clicked:call summary page

SupportDesk Icon Key

Tickets Comments
closed call icon: web Closed Ticket
ticket recently updated icon: web Ticket recently updated by another person
ticket with attached file icon: web Ticket with attached file(s)
exceeded warning date icon: web Call has exceeded Warning Date (but not Action Date)
exceeded action date: web Calls has exceeded Action Date
ticket on hold: web Ticket is On Hold (the elapsed time has been stopped by the selection of a Category flagged as ‘stop the clock’)
ticket resolved icon: web Resolved Ticket
linked ticket icon: web Ticket is linked to other Ticket(s)
Notes
internal note icon: web Note flagged as internal
webguest added note: web Note added by WebGuest
note with attached file: web Note with attached file(s)

 

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