Ticket Details Page

We can view details of tickets by clicking on each ticket. 

Ticket Status

In the details page we can change the status from the ‘Status’ drop-down menu at the top of the ticket window.

Every new ticket will be assigned the initial status of ‘Open’ and can be changed to any of the statuses - Acknowledged, Blocked, or Closed.

• Open - Initial status assigned to a newly created ticket
• Acknowledged - When the agent responds for the first time
• Blocked - When a ticket is pending on the user or anyone else involved in the ticket resolution process
• Closed - Post providing resolution, the ticket can be closed.

Tickets can also have custom statuses under any of the above status types.

Ticket Comment

Agents give their resolutions and clarifications on the ticket which the ticket requester will be able to see and respond to. Ticket comments carry the RCA and solutions. Statuses are typically changed along with the respective comments. The time taken to respond to a new ticket is the ticket response time and typically is tracked based on the SLAs configured by the helpdesk admins.

Ticket Timeline

Within the ticket details, click on the ’Timeline’ to see the complete ticket history.

Chat

Click on the ‘Chat’ option to see bot conversations and understand the context of the ticket.

In case of an email ticket and there is no chat history then there will be a notification indicating no chats. There is also an option to hide chat history in department settings. Enabling this will help address privacy concerns for customers who view the bot conversations as private.

It's also possible to link similar tickets. They show up as linked issues in the ticket details.

Forward

Click on ‘Forward’ to send the ticket to external stakeholders over email. Once the person responds, it also syncs with the dashboard, accessible under the ‘Comments’ section of a particular ticket. When an external user adds an email comment it is added as a private comment (that is visible only to dashboard users).

Agents can add emails directly and forward tickets. The added email can be of an external user as well. Agents can also attach existing comments and attachments while forwarding the ticket. On checking "share ticket comments" the ticket comments and details are also included in the forwarded message. 

Users can also include ticket attachments while forwarding tickets.

Add note

Add key information critical to resolving the ticket by clicking on ‘Note’. 

P.S: This content is visible only to internal stakeholders (dashboard users).

Watchers

Watchers are additional users who can track the ticket during its entire lifecycle. 

There are two kinds of watchers- followers (other employees who want to track the ticket progress) and collaborators (other agents who can track and contribute to the ticket resolution). 

Watchers can be directly added to a ticket from the ticket details page. These watchers will be additionally added to the ticket along with the watchers added based on the ticket schema setting and the watchers added in the SLA policy. 

All the watchers added will be visible in the dropdown. On clicking Manage Watchers, agents will be able to add or remove existing watchers.

The added users will be shown directly in the followers/ collaborators list

Agents will be able to view, set watcher permissions and remove the added watchers here-

Canned Responses

Canned responses are a repository of templated answers that agents can use while addressing tickets. These responses are created in the settings page by the admins. They can also mention the departments of the tickets where these responses can be used. Once updated and enabled, these answers can be used by agents during ticket resolution. 

There is a prompt in the editor while adding comments-

On clicking the link, the agent is redirected to the right-side pane where added canned answers can be found. They can search and choose the response most relevant to the ticket they are addressing. Canned responses can also have attachments.

Ticket Information

In the ticket information page, additionally, we will also be able to see the details regarding the requestor and the current escalation level for the ticket with respect to both response and resolution-

• Description gives the details added by the user who raised the ticket. This is not editable
• Activity shows all the ticket comments and forwards in the ticket
• On the right side panel, we have ticket critical information- department, category, subcategory, priority, assignee, due date etc.
• Tags show the current state of the ticket- It can be “new”, “reopened” or “pending on user”
• There are also two additional cards below the right side panel highlighting the “Raised for” and “Raised by” user information.
• Extra fields that are added can also be configured to be shown in the Other details panel below.

Smart Answers

Agents can mark certain ticket comments as smart answers if they feel the same comments will help resolve similar tickets. Comments marked as smart answers are suggested to the employees while they are raising a similar ticket using the virtual assistant, thereby reducing the number of repetitive tickets. 

All the smart answers can be accessed here- 

• These smart answers will be monitored and approved in the KM module.
• All the newly added smart answers will be in the “new” stage and the approvers can move an answer to “drafts”, “in review” and finally “publish” it. 
• Once published, the smart answers will be pushed in the bot for queries from the bot user.

On each smart answer, admins will be able to add or remove approvers, add comments, view similar questions. 

Users can mention the audience to whom these smart answers can be targeted towards. 

Users will also be able to select the answer and update the submitted smart answer before approving.

A more detailed overview of how smart answers are handled and used can be found in the KM user guide.