Tickets Overview

You can use Super Admin and/or Agent roles to manage and resolve tickets. Super Admins can manage and edit all tickets. Agents can be assigned to a ticket to manage and edit assigned tickets.

Ticket properties include:

• Status
• Category
• Priority
• Channel
• Building
• Location
• Assigned To

Additional options include:

• Comments - Comments appear on the right or below the ticket properties when viewing on a mobile device.
• Tags - These can be added to a ticket to help with tracking trends.
• Assets - These can be added to a ticket and will display the Assets details.
• Attachments - Attachments will display any images uploaded to the ticket.
• Update Ticket - This button will save the ticket status.
• Delete Ticket - This button will remove the ticket from the system.
• Close Ticket - This button will change status to Closed. This can also be done manually by changing the Status value to Closed and clicking Update Ticket.
  
  

To start working in Tickets:

1. Log in to Admin+.
   
   
2. Click Tickets on the main page or left navigation menu to open the Tickets Dashboard. The Tickets Dashboard displays quick overviews of:
   • Agents - Super Admins see the most recent Agents and their number of assigned tickets.
   • Assigned to Me - Displays tickets recently assigned to you.
   • Unassigned Tickets - Displays the most recent open tickets that have not been assigned.
   • Oldest Open Tickets - Displays the open tickets with the oldest creation date.
     
     
3. Select a ticket from one of the dashboard cards or use the left navigation menu to view the My Tickets page, or the Tickets table.
   • My Tickets - Displays all tickets assigned to you.
   • Tickets - Displays all tickets in the system.
     
     
4. After selecting a ticket, it will open the Ticket page. This page displays the following details:
   • Ticket Number - Each ticket is assigned a unique number.
   • Requested By - This may be a user or someone the ticket was opened on behalf of.
   • Asset History - Displays the Assets of the Requested By person.
   • Ticket History - Displays the recent tickets of the Requested By person.
   • Opened - Displays the ticket creation date.
   • Last Updated - Displays the last time the ticket was modified.
     
     
5. Next, give the ticket a Subject and Description.

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