Tickets

How to create a ticket

Mandatory fields to be filled in: Title, Description, Priority, Status.

There are two ways to create a ticket:

• On the chat page

Click on the Tickets button on the request title, then the Create Ticket. 

 

To make the headers of requests visible, they should be enabled in the Settings > Tags and requests > Requests headers are shown in chats.

• In the Tickets section:

  Click on the Create Ticket in the upper right corner of the table.

  Required fields: Title, Description, Priority, Status.

How to view created tickets

Tickets are displayed in the table in the Tickets section. All fields are displayed in a table, and you can view the Description field by clicking the check mark next to the ticket number.

 

Tickets bound to requests are displayed on the request in the chat, as well as in the chat header. The color of a ticket indicates its priority.

How to edit and delete created tickets

The fields Title, Description, Appeals, Status, Deadline, Priority, Responsible can be edited.

You can edit tickets in three ways:

• Pressing on the pencil icon in the Actions column;
• By clicking on the ticket name;

• The Status, Priority, and Assignee fields can be changed using the selector directly in the table.

To delete a ticket, click on the trash can icon in the Actions column.

How to bind an request to a ticket or unbind a request from a ticket

A maximum of 20 tickets can be bound to a one request. The number of requests bound to a ticket is unlimited.

You can bind a ticket to a request in two ways:

• On the chat page

Click the ticket button on the request bar, select a ticket from the list under the search field or find it using search and click Save.

• In the Tickets section

Press the pencil button to the right of the ticket, insert the request number in the Requests field and press Enter or enter the numbers of requests separated by commas.

 

Once the request is bound, the ticket will be automatically added to the chat header.

To see the number of the request in the chat, you need to enable the necessary settings in the Settings > Tags and requests section

You can also unbind tickets in two ways:

• On chat page

Click the ticket button on the request bar, select a ticket from the list above the search field and click the cross next to it. After deleting, click on the Save button.

 

• In Tickets section

Click on the pencil button to the right of the ticket, click the cross next to the request number in the Requests field, then click the Save button.

After a ticket is unbound, it will be automatically removed from the chat header if it is not bound to any request in the chat.

Sorting and searching tickets

By default, the table is sorted by the number in the Issue column.

Click a column heading to sort the values in ascending order. Click again to sort the values in descending order. Click again to return to the default sorting. Sorting is available for all fields except the Requests field and the Assignee field.

To search the Number, Title, Priority, or Status fields, enter a query in the Search by tickets field in the upper right corner of the page.

In the bottom right corner of the page, you can select the number of tickets to be displayed on the page.

Access rights to tickets

An administrator can create tickets, as well as view, edit and delete all created tickets.

By default, operators, and supervisors can only view the tickets they have created, and the tickets assigned to them. Other ticket actions are not available.

In the Security and access rights section, the administrator can grant the following rights to operators and supervisors:

• Viewing all tickets;
• Creating and editing tickets: Title, Description, Status, Requests;
• Ticket editing: Priority, Deadline, Assignee;
• Deleting tickets.