How to get there
- Select TICKETS from the side menu.
- 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.
|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:
- Click EDIT
- Click on the desired status in the status bar
- Click SAVE
NOTE: In some cases, the status changes automatically. Example: When an employee accepts an offer, the ticket status automatically changes to "ASSIGNED".
|Internal||Only employees can see this ticket.|
|Public||Employees and code users can see this ticket.|
How to change the visibility status:
- Click EDIT
- Select the desired visibility status.
- 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.
|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.|
The Video Sessions Tab
This tab lists all video sessions that are linked with this ticket and allows creating new ones.
How to use Ticketing
To learn about how to use ticketing, please read this article: How to Use Ticketing.