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Tickets

Replies, notes, fields, statuses, merging, splitting and redaction.

17 articles

  1. Working with tickets Statuses, properties, replies and notes, and the history of every ticket.
  2. Merge tickets Combine duplicate requests into one ticket so your team answers once.
  3. Create a follow-up for a closed ticket Continue the conversation of a closed ticket in a new, linked ticket.
  4. Redact content from a ticket Remove sensitive data such as card or ID numbers from a comment, the subject or an attachment.
  5. Ticket fields and forms Fill in the fields your team needs, with forms that show only what matters.
  6. Create a ticket for a customer Open a ticket yourself, for example after a phone call, and send the first message by email.
  7. Reply to a customer or add an internal note Write public replies and internal notes, format them, attach files and choose the status to submit as.
  8. Ticket statuses What New, Open, Pending, On-hold, Solved and Closed mean, and how tickets move between them.
  9. Assign a ticket to an agent or group Give a ticket to a group, to a teammate or to yourself, and how automatic assignment works.
  10. Add CCs and followers Copy other people on a ticket, or let colleagues follow it without being on the customer's thread.
  11. Set priority, type and tags Mark how urgent a ticket is, what kind of request it is, and label it with tags.
  12. Update many tickets at once Select tickets in a view and change their status, priority, assignee or tags, add a comment or apply a macro.
  13. Delete and restore tickets Delete a ticket or mark it as spam, and restore it from Deleted tickets within 30 days.
  14. Hand work to another team with a child ticketBeta Create a linked child ticket for another group from a side conversation or a rule.
  15. Track time spent on tickets Record how long each ticket update takes, with an automatic or manual timer.
  16. Manage customers and organizations Find a customer, edit their profile, and group customers into organizations.
  17. Ask for an approval on a ticketBeta Get a manager's yes or no before you act, by email or in ChaosDesk, with a record on the ticket.

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