Ticket Details View

How to get there

1. Select TICKETS from the side menu.
2. Select a ticket from the list.

The Ticket Details View

The ticket details view provides all available details of a specific ticket and enables employees to get in contact with code users via the messenger.

The Status Bar

The status bar provides information about the progress and the visibility of a ticket.

Progress Status	Meaning
Draft	The code user has not completed all the ticket creation flow steps yet. No ticket offers have been sent out yet.
Open	The ticket has been created. Ticket offers have been sent out. No employee has accepted their ticket offer yet. No employee has been assigned yet.
Assigned	At least one employee has accepted their ticket offer or has been assigned.
In Progress	An employee is working on the ticket right now.
Done	The ticket is done, but the code user has not yet rated it.
Closed	The ticket is closed. Code users can no longer create updates or write messages.
Cancelled	The ticket has been cancelled.

How to change the progress status:

1. Click EDIT
2. Click on the desired status in the status bar
3. Click SAVE

NOTE: In some cases, the status changes automatically. Example: When an employee accepts an offer, the ticket status automatically changes to "ASSIGNED".

Visibility Status	Meaning
Internal	Only employees can see this ticket.
Public	Employees and code users can see this ticket.

How to change the visibility status:

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

The General Information Tab

At the top of the page and in the "General" tab, all general information about the ticket is displayed.

The Updates Tab

This tab lists all "public" updates and allows you to create new ones. These updates can be seen by employees and code users. This list of updates is intended to function as a digital service record.

The Internal Updates Tab

This tab lists "internal" updates. These can only be seen by logged-in users (employees).

The Fleet Management Tab

This tab provides information on all employees involved in this ticket and allows administrators and moderators to manage them.

Categories
Assigned Employees	- Have accepted the ticket offer - Were assigned by an administrator/moderator
Requested Employees	- Have received a ticket offer
Available Employees	- Remaining employees who have not received an offer

	UNSEEN - This employee did not have a look at this ticket yet.
	SEEN - This employee has already seen details of this ticket.

Button	Function
	Accept the ticket offer.
	Decline the ticket offer.
	Send a ticket offer to this employee. (Can only be performed by administrators / moderators)
	Assign this ticket to this employee. (Can only be performed by administrators / moderators)
	Cancel the ticket offer/assignment. (Can only be performed by administrators / moderators)

The Video Sessions Tab

This tab lists all video sessions that are linked with this ticket and allows creating new ones.

The Messenger

On the right side of the ticket details view is the messenger, which allows getting in contact with the code users. To learn more about the messenger, please read this article: The Messenger.

How to use Ticketing

To learn about how to use ticketing, please read this article: How to Use Ticketing.