Creating a Ticket

You create a ticket to track a request or an issue.

To create a ticket:

1. On the Configure tab, go to Ticketing  > Tickets.
   The Tickets tab is displayed. 
   Alternatively, on the Tickets menu, you can click New Ticket.
2. On the Tickets tab, click New. 
   The New Ticket window is displayed.
3. Specify values in the following fields, as required.
   Delete

   Info

   For information about the fields, see Ticket Fields.

4. Click Save.
   A message stating that the ticket has been created is displayed. The details of the ticket appear on the Tickets tab.
   

Modifying a Ticket

You can modify the fields in a ticket at a later stage,

To modify a ticket:

1. On the Configure tab, go to Ticketing > Tickets. 
   The Tickets tab appears, displaying a table with tickets that you recently viewed.
   Delete

   Info

   • To view all tickets, in the Search box, click the Clear Ticket View icon ().
   • If you have customized ticket views (ticket filters), use them to segment, track, prioritize, or manage tickets. Ticket filters are available in the Search box.
   • If the Search box displays the message Select a predefined view, all tickets appear in the table.
   • If, after having selected a ticket filter in the Search box, you want to view all the tickets, click the Clear Ticket View icon .

2. Double-click the row containing the ticket that you want to modify.

   Delete

   Info

   If you cannot easily find the ticket in the table, click the Advanced Search icon (). In the Search window, specify values in the fields, as required, and then click Search. You can select multiple values in some of the Search fields.

3. The ticket window appears, displaying the main section. The main section displays the fields that are selected in the Ticket Highlight subtab on the Screen tab of the Ticketing Config window for the same ticket type (that is, the value in the Type field of the ticket). In addition, the window displays the following tabs.

   Tab	Description
   Detail	Displays fields that are selected in the Ticket Detail subtab on the Screen tab of the Ticketing Config window for the same ticket type.
   Custom Fields	Displays fields that are selected for the ticket entity in the Field window. Delete Info For more information, see Field Settings.
   Interactions	Displays a table with the interactions associated with the ticket. The table displays the following columns: Type Agent Target Original Contact # Date Start End Subject Outcome Campaign Delete Warning Before you can listen to an interaction on this tab, ensure that the Allow Playing Audio Recording checkbox is selected for the ticket page on the Desktops tab of the Designer window.  Delete Info To listen to the interaction, double-click the row containing the interaction, and then, in the Call Detail window, click .
   Links	Displays the list of the web address and knowledge-base articles that are linked to the ticket.
   Attachments	Displays the attachments associated with the ticket. Delete Info You can add an attachment using the Browse button. You can download an attachment by clicking the attachment. You can delete an attachment using   next to the attachment.
   Comments	Displays comments associated with the ticket. To add a comment: On the New menu, click the Comment option. The New Comment window appears. Specify your comment in the text box, format it as required, and then click Save.  Click View Public, if you anyone to be able to view the comments.  The comment is added, and it appears on the Comments tab, along with your name and time stamp. You can modify a comment using the Edit icon next to the comment. You can delete a comment using the Delete icon next to the comment.
   Tasks	Displays all the tasks created for the ticket.
   History	Displays a table with all the changes made to the ticket. The table displays the following columns: Changed By Changed On Short Description

4. Modify the values in the fields, as required.
   Delete

   Info

   • You can also modify the value in the Status field using the Workflow menu.
   • To revert the changes, click Reset.

5. Click Save.
   The ticket is updated.

   Delete

   Info

   To view the table of tickets, click the Close icon ().

Viewing Tickets

To view a list of all the tickets, on the Configure tab, go to Ticketing > Tickets, and then, in the window that is displayed, on the Tickets menu, click View Tickets List. You also can view the tickets using a ticket filter or when you modify a ticket.

Ticket Filter

The following are a few ticket filter options:

1. The Recently Viewed option contains customized filters (views) that you can select to track, prioritize, or manage records. It displays the last ten records that you viewed recently.
2. If you have customized ticket views (ticket filters), you can use these filters to segment, track, prioritize, or manage tickets. Ticket filters are available in the Search box. For more information on Filtering the tickets, see Filtering Accounts, Contacts, and Tickets.
3. If the Search box displays the message, Select a predefined view, then all tickets appear in the table. Click the drop-down list to select a predefined ticket filter view. 

Search Box Filters

The following are a few ticket filter options:

1. You can create or modify a ticket filter. 
2. You can modify the ticket filter. 
3. After having selected a ticket filter in the Search box, you clear and view all tickets. 

For more information on the types of ticket views, see Views.

Modifying the Tickets List Table

You can sort the tickets based on the following priorities:

1. To sort the ticket values in a column in ascending or descending order, click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select Sort Ascending or Sort Descending.
2. To display only certain columns, click the arrow next to any column heading, click Columns, and then clear the checkboxes next to the columns that you do not want to be displayed in the table.
3. To filter the tickets based on a column, click the arrow next to the column heading, click Filters, and then specify the text based on which you want to filter the tickets.

Creating a Ticket

You create a ticket to track a request or an issue.

To create a ticket:

1. On the Configure tab, go to Ticketing  > Tickets.
   The Tickets tab is displayed. 
   Alternatively, on the Tickets menu, you can click New Ticket.
2. On the Tickets tab, click New. 
   The New Ticket window is displayed.
3. Specify values in the following fields, as required.
   Delete

   Info

   For information about the fields, see Ticket Fields.

4. Click Save.
   A message stating that the ticket has been created is displayed. The details of the ticket appear on the Tickets tab.
   

Modifying a Ticket

You can modify the fields in a ticket at a later stage,

To modify a ticket:

1. On the Configure tab, go to Ticketing > Tickets. 
   The Tickets tab appears, displaying a table with tickets that you recently viewed.
   Delete

   Info

   • To view all tickets, in the Search box, click the Clear Ticket View icon ().
   • If you have customized ticket views (ticket filters), use them to segment, track, prioritize, or manage tickets. Ticket filters are available in the Search box.
   • If the Search box displays the message Select a predefined view, all tickets appear in the table.
   • If, after having selected a ticket filter in the Search box, you want to view all the tickets, click the Clear Ticket View icon .

2. Double-click the row containing the ticket that you want to modify.

   Delete

   Info

   If you cannot easily find the ticket in the table, click the Advanced Search icon (). In the Search window, specify values in the fields, as required, and then click Search. You can select multiple values in some of the Search fields.

3. The ticket window appears, displaying the main section. The main section displays the fields that are selected in the Ticket Highlight subtab on the Screen tab of the Ticketing Config window for the same ticket type (that is, the value in the Type field of the ticket). In addition, the window displays the following tabs.

   Tab	Description
   Detail	Displays fields that are selected in the Ticket Detail subtab on the Screen tab of the Ticketing Config window for the same ticket type.
   Custom Fields	Displays fields that are selected for the ticket entity in the Field window. Delete Info For more information, see Field Settings.
   Interactions	Displays a table with the interactions associated with the ticket. The table displays the following columns: Type Agent Target Original Contact # Date Start End Subject Outcome Campaign Delete Warning Before you can listen to an interaction on this tab, ensure that the Allow Playing Audio Recording checkbox is selected for the ticket page on the Desktops tab of the Designer window.  Delete Info To listen to the interaction, double-click the row containing the interaction, and then, in the Call Detail window, click .
   Links	Displays the list of the web address and knowledge-base articles that are linked to the ticket.
   Attachments	Displays the attachments associated with the ticket. Delete Info You can add an attachment using the Browse button. You can download an attachment by clicking the attachment. You can delete an attachment using   next to the attachment.
   Comments	Displays comments associated with the ticket. To add a comment: On the New menu, click the Comment option. The New Comment window appears. Specify your comment in the text box, format it as required, and then click Save.  Click View Public, if you anyone to be able to view the comments.  The comment is added, and it appears on the Comments tab, along with your name and time stamp. You can modify a comment using the Edit icon next to the comment. You can delete a comment using the Delete icon next to the comment.
   Tasks	Displays all the tasks created for the ticket.
   History	Displays a table with all the changes made to the ticket. The table displays the following columns: Changed By Changed On Short Description

4. Modify the values in the fields, as required.
   Delete

   Info

   • You can also modify the value in the Status field using the Workflow menu.
   • To revert the changes, click Reset.

5. Click Save.
   The ticket is updated.

   Delete

   Info

   To view the table of tickets, click the Close icon ().

Viewing Tickets

To view a list of all the tickets, on the Configure tab, go to Ticketing > Tickets, and then, in the window that is displayed, on the Tickets menu, click View Tickets List. You also can view the tickets using a ticket filter or when you modify a ticket.

Ticket Filter

The following are a few ticket filter options:

1. The Recently Viewed option contains customized filters (views) that you can select to track, prioritize, or manage records. It displays the last ten records that you viewed recently.
2. If you have customized ticket views (ticket filters), you can use these filters to segment, track, prioritize, or manage tickets. Ticket filters are available in the Search box. For more information on Filtering the tickets, see Filtering Accounts, Contacts, and Tickets.
3. If the Search box displays the message, Select a predefined view, then all tickets appear in the table. Click the drop-down list to select a predefined ticket filter view. 

Search Box Filters

The following are a few ticket filter options:

1. You can create or modify a ticket filter. 
2. You can modify the ticket filter. 
3. After having selected a ticket filter in the Search box, you clear and view all tickets. 

For more information on the types of ticket views, see Views.

Modifying the Tickets List Table

You can sort the tickets based on the following priorities:

1. To sort the ticket values in a column in ascending or descending order, click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select Sort Ascending or Sort Descending.
2. To display only certain columns, click the arrow next to any column heading, click Columns, and then clear the checkboxes next to the columns that you do not want to be displayed in the table.
3. To filter the tickets based on a column, click the arrow next to the column heading, click Filters, and then specify the text based on which you want to filter the tickets.

Creating a Ticket

Create a ticket to track a request or an issue.

To create a ticket:

1. On the Configure tab, go to Ticketing  > Tickets.
   The Tickets tab is displayed. 
   Alternatively, on the Tickets menu, you can click New Ticket.
2. On the Tickets tab, click New. 
   The New Ticket window is displayed.
3. Specify values in the Ticket Fields.
4. Click Save.
   The ticket is saved and the details of the ticket appear on the Tickets tab.
   

Modifying a Ticket

To modify the details of an existing ticket:

1. On the Configure tab, go to Ticketing > Tickets. 
   The Tickets tab appears, displaying the recently viewed tickets.

2. Locate and double-click the ticket that you want to modify. 

   Delete

   Info

   • To view all tickets, in the Search box, click the Clear Ticket View icon ().
   • If you have customized ticket views (ticket filters), use them to segment, track, prioritize, or manage tickets. Ticket filters are available in the Search box.
   • If the Search box displays the message Select a predefined view, all tickets appear in the table.
   • If, after having selected a ticket filter in the Search box, you want to view all the tickets, click the Clear Ticket View icon .
   • If the ticket is hard to find, click the Advanced Search icon (), enter necessary values in the search window, and click Search. Some search fields allow you to select multiple values.

   The ticket window appears, displaying the main section.

   The main section displays fields selected in the Ticket Highlight subtab of the Screen tab in the Ticketing Config window for the corresponding ticket type (that is, the value in the Type field of the ticket). In addition, the window presents the following tabs. 

   Tab	Description
   Detail	Displays fields selected in the Ticket Detail subtab on the Screen tab of the Ticketing Config window for the corresponding ticket type.
   Custom Fields	Displays fields selected for ticket entity in the Field window. For more information, see Field Settings.
   Interactions	Displays a table with the interactions associated with the ticket.  Delete Info To listen to the interaction, double-click the row with the interaction, and then click play () in the Call Detail window.  Delete Warning Before you can listen to an interaction on this tab, make sure to select the Allow Playing Audio Recording checkbox for the ticket page in the Designer window's Desktops tab.
   Links	Displays a list of web address and knowledge-base articles linked to the ticket.
   Attachments	Displays attachments associated with the ticket.  Delete Info You can add, download, or delete attachments as required.
   Comments	Displays comments associated with the ticket. To add a comment: On the New menu, click the Comment option. The New Comment window appears. Enter the comment in the text box, and click Save.  Select View Public if you wish to allow the comments to be visible to everyone. The comment is added, and it appears on the Comments tab, along with your name and time stamp. You can modify or delete a comment using the Edit icon () and Delete () icon respectively.
   Tasks	Displays all tasks created for the ticket.
   History	Displays a table with all changes made to the ticket.

3. Modify the values in the fields as required. 
   Delete

   Info

   You can also modify the value in the Status field by using the Workflow menu.

4. Click Save to save the changes.
   Click Reset to revert the changes.

Viewing Ticket Details

To view a list of all the tickets, on the Configure tab, go to Ticketing > Tickets, and then, in the window that is displayed, on the Tickets menu, click View Tickets List.

Ticket Filter

The following are the ticket filter options:

1. Create a ticket filter. 
2. Clear the search options.
3. Create a ticket.
4. Modify the ticket filter. 
5. Use advanced filter options to search for the ticket. 

For more information on the types of ticket views, see Views.

Modifying the Tickets List Table

You can sort the tickets based on the following priorities:

1. To sort the ticket values in a column in ascending or descending order, click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select Sort Ascending or Sort Descending.
2. To display only certain columns, click the arrow next to any column heading, click Columns, and then clear the checkboxes next to the columns that you do not want to be displayed in the table.
3. To filter the tickets based on a column, click the arrow next to the column heading, click Filters, and then specify the text based on which you want to filter the tickets.