Active Tickets

This page is a working place for both users and the support technicians. It displays tickets, grouped by categories for your convenience. The grid refreshes automatically, checking for new tickets in the background.

Important: this page displays only the tickets you are permitted to view, that is - tickets you submitted, tickets you're handling (if any), etc.

If the helpdesk administrator has granted you the permission to handle tickets in some categories, you will see all tickets in a category on this page. If you are the administrator - you can see all tickets in the system.

Click a category to see a list of tickets in that category.

Optionally you can use the toolbar:

• Unanswered tickets - this is the recommended way to view tickets. Typically you will use this tab on a daily basis. This tab shows unanswered tickets from customers (i.e. "new" or "updated by customer" tickets), the tab is shown to administrators and technicians only. This tab also show tickets updated by technician with the "for technicians view only" flag set, since those tickets typically require an answer from another technician.
• Unclosed tickets - this is the default view. This page shows active tickets, you have permission to see
• Unassigned tickets - tickets that do not have a "technician" assigned to it
• Tickets you handle
• ALL tickets - this tab shows ALL tickets you have permissions to view, including the closed ones

Merging and linking tickets

The ticket-list page also allows merging and linking tickets. To merge two or more tickets - select them in the list then click the "merge" link. The tickets will be merged into one.

To "link" similar tickets to each other - select them and click "link" (linked tickets will be displayed int the "related tickets" section when you open them).

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