Working with tickets

Tickets are the core of the help desk. Each ticket has a status, a priority, and an automatically assigned number.

Statuses and priorities

• Statuses: new, open, pending, on-hold, resolved, closed — tracking a ticket from arrival to closure.
• Priorities: low, medium, high, urgent — so your team knows what to tackle first.

Where tickets come from

You can create a ticket on behalf of a requester from Tickets → New, and tickets also arrive automatically from your connected inboxes and the customer portal.

Replying

Reply from the composer, where you can insert macros (canned replies) and pull in knowledge-base articles to answer faster, and attach files where needed. Keeping statuses accurate as you work is what makes your reports and SLA tracking meaningful.