Ticket Details View

Introduction

The Ticket Details View provides all relevant details about a specific ticket, enabling employees to manage service requests efficiently. This view includes tools to track progress, communicate with code users, and perform ticket-specific actions, ensuring seamless service management.

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How to Get There

1. Select TICKETS from the side menu.
2. Click on any ticket from the list to open its details view.

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Key Sections of the Ticket Details View

Status Bar

The status bar displays the ticket's progress and visibility:

Progress Statuses:

Status	Meaning
Draft	The code user has not completed the ticket creation flow.
Open	Ticket offers have been sent, but no employee has accepted or been assigned yet.
Assigned	At least one employee has accepted the ticket offer or has been assigned.
In Progress	An employee is actively working on the ticket.
Done	The ticket is resolved, but the code user has not rated it yet.
Closed	The ticket is finalized; no further updates or messages can be added.
Cancelled	The ticket has been cancelled.

Visibility Statuses:

• Internal: Visible only to employees.
• Public: Visible to both employees and code users.

How to Change Status or Visibility:

1. Click EDIT.
2. Select the desired status or visibility.
3. Click SAVE.

Note: Some statuses, such as "Assigned," may change automatically based on ticket activity.

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General Information Tab

Displays all general ticket information, including creation details and priority.

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Updates Tab

Lists all public updates for the ticket, functioning as a digital service record. Employees and code users can both view these updates.

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Internal Updates Tab

Displays internal updates that are visible only to logged-in employees. This tab is useful for recording sensitive information or notes.

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Notifications Tab

Lists who is receiving notifications for the ticket:

• Code User & Email Receivers: Email addresses added manually during the ticket creation flow.
• Employee Receivers: Employees receiving notifications due settings at template level (Notifications: article; Fleet Management: article)

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Device Tickets Tab

Displays a list of all other tickets associated with the same device, providing a comprehensive service history.

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Fleet Management Tab

Provides an overview of all employees involved with the ticket.

Category	Details
Assigned Employees	Employees who accepted the ticket offer or were assigned.
Requested Employees	Employees who received ticket offers.
Available Employees	Employees who have not received offers yet.

Actions Available:

Button	Function
	Accept the ticket offer.
	Decline the ticket offer.
	Send a ticket offer (administrators/moderators only).
	Assign the ticket to an employee (administrators/moderators only).
	Cancel the ticket offer or assignment (administrators/moderators only).

Note: Fleet management settings can be configured in the template. For more information, refer to the article Fleet Management (article).

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Video Sessions Tab

Displays all video sessions linked to the ticket and allows users to create new video sessions.

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Messenger

Located on the right side of the Ticket Details View, the Messenger allows for direct communication with code users.

For more information, refer to the article Messenger (article).