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Ticket Properties

Ticket properties are the best way to keep tickets organized and labeled. These can be found on the sidebar of any ticket and can be adjusted at any time. Once entered, a ticket can be found using the property labels. 


Important Note: Property adjustments will NOT automatically save. After making any changes, be sure to select "Update" in order to not lose any progress.  


To find the Ticket Properties, navigate to the Tickets menu. Select any ticket to see the bar.




Understanding Tags 


Each ticket will have prefilled tags, however, you can add more tags as needed. These can help label and mark tickets according to their content. 


To add a new tag: 

1. Search for the desired tag by clicking in the box and typing the tag name. 

2. Select the tag. 

3. Select Update. 




Understanding Status 


The Status field is the lifecycle of the ticket that changes as progress is made. These should be updated regularly and can be changed using the drop-down menu. 

There are seven different statuses: 

    a. Open - a task needs to be done internally before the ticket can be closed. If there is any movement on the ticket, it will automatically update to Open. 

    b. Pending - the ticket is waiting for a customer response. Once the ticket is marked as Pending, the customer will receive reminders about their ticket for five days. If the customer does not respond after the five day period, the ticket will be marked as Closed. 
    Note: Pending tickets currently will re-open after five day's rather than closing. It is good to pay attention to when these re-open and decide whether to respond or soft close (shift + close on the top bar).  

    c. On-Hold - the ticket cannot be resolved until an internal team member gives further assistance. 

    d. Resolved - the customer's ticket has been assigned and linked to a tracker. This status is important because it gives the customer a realistic update about their ticket. This is only used on customer tickets. 

    e. Closed - the ticket is finished and the customer has been helped. Once the ticket is closed, the customer will be sent a notification and a survey about their experience with support. 

    f. Tracking - this is only used on trackers, which are a different kind of ticket. 

    g. Meeting Scheduled - the customer has booked a meeting to receive further assistance. 





Understanding Priority 


The Priority property can be used to mark items according to their urgency. These can be changed at any time using the drop-down menu There are four priority options.

    a. Low - most tickets will stay at this priority level. 

    b. Medium - task-related issues that are more important than the Low priority. 

    c. High - an issue that is directly influencing an individual customer's workflow. 

    d. Urgent - the issue is hindering every employee in the customer's system. 




Understanding Group 


Groups are an additional label to sort the ticket into it's associated category. This should stay as V3 support, but if you receive a ticket that is not intended for V3 support, you may change the group to send it to a different department. 




Understanding Agent 


The Agent label should be assigned to you as your begin working on a ticket. This is done using the drop-down menu. 

Note: Once you reply to a ticket, you will automatically be entered into the Agent field. 

As a general rule, tickets should not be assigned to other agents without communicating with them first. Assigning a ticket to another agent should only be done as a last resort after you have done everything you can. 


Understanding Type 


Type can help classify the ticket's main issue and what needs to be done to fix it. This can be changed using the drop-down menu. This must be selected before a ticket can be set to Closed. There are many different types. 


Note: Once you change the Type, the properties menu will populate with different corresponding fields. Fill in the necessary details. 

    a. Feature Request - the customer would like a new feature within the system.

    b. Incident - the customer is having a large problem affecting everyone within their system.

    c. Integration - the customer is experiencing issues with their integrations (ex: QuickBooks, Microsoft, etc). 

    d. Question - the customer has a general question.

    e. Sales - this type is usually billing-related questions or requests to be handled by the Sales or Billing team.

    f. Scheduling - the customer would like to manage their meeting schedule with their trainer.

    g. Task - the customer has asked you to do something in their system.

    h. Training - the customer is learning the system for the first time and has specific training related inquiries.

    i. Bug - something isn't working correctly in the customer's system.

    j. Go-Live/Import - the customer has questions about, or is having an issue during, the Go-Live process.

    k. Reports - any questions or requests related to reports.

    l. Documents - any questions or requests related to documents.

    m. Widgets - any questions or requests related to widgets. 

    Note: By changing a type to Reports, Documents or Widgets, the ticket will then be shown in a separate ticket queue for the development team project managers. See Processing Report, Document, and Widget Requests for more information. 




Understanding Station 


Station will automatically update the status of the ticket from what it currently is back to Open according to the timeframe of your selection. This can be done by making a selection using the drop-down menu, and then updating the ticket properties. 




Understanding System URL


When a customer submits a ticket directly through the Customer Support Portal, the System URL will be filled in with the URL they've entered.
Note: Most URL's will also show on the right hand side beneath the company.




Understanding Product 


Product is a basic classifier to determine if a ticket is in regards to V2 or V3. This can be changed using the drop-down menu. 




Modified on: 2024-06-12 09:42:41 -0600

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