There are two main areas of a ticket that you will spend most of your time with and that is going to be reviewing your ticket activity and comments made back and forth from Agent to User. While you can go into each individual ticket and view the activity your Dashboard provides an overview of what is going on so you can quickly see responses to tickets as well and what recent activity was made.
Let's dive in
There are four main areas of the Dashboard you need to get familiar with, three of which are only part of the Dashboard itself.
At the top of the Dashboard, you will see four main category buttons which are related to the current status of each ticket.
The two main feature of the Ticket Status Categories is that it will show you the total number of tickets related to your assigned department(s) as well as the ability to click on them and it will take you to those related tickets on the Ticket View page. If an Agent want's to quickly view all tickets from a particular status they can simply click the button.
Also, the color coding gives you a quick view of which tickets are the most important and which ones do not need attention (red < yellow < green < blue)
The next view you can quickly glance at is called "Latest Tickets" which will show you all the latest tickets made pertaining to the department(s) you are assigned too.
You will be able to see the following
In the Latest Comments view, you will be able to see all the latest comments made pertaining to the department(s) you are assigned too.
You will be able to see the following
There are two main areas of a ticket that you will spend most of your time with and that is going to be reviewing your ticket activity and comments made back and forth from Agent to User. While you can go into each individual ticket and view the activity your Dashboard provides an overview of what is going on so you can quickly see responses to tickets as well and what recent activity was made.
Let's dive in
There are four main areas of the Dashboard you need to get familiar with, three of which are only part of the Dashboard itself.
At the top of the Dashboard, you will see four main category buttons which are related to the current status of each ticket.
The two main feature of the Ticket Status Categories is that it will show you the total number of tickets related to your assigned department(s) as well as the ability to click on them and it will take you to those related tickets on the Ticket View page. If an Agent want's to quickly view all tickets from a particular status they can simply click the button.
Also, the color coding gives you a quick view of which tickets are the most important and which ones do not need attention (red < yellow < green < blue)
The next view you can quickly glance at is called "Latest Tickets" which will show you all the latest tickets made pertaining to the department(s) you are assigned too.
You will be able to see the following
In the Latest Comments view, you will be able to see all the latest comments made pertaining to the department(s) you are assigned too.
You will be able to see the following