Content of this guide


Functions of the top row of the ticket processing form

  • Copy: You can copy the ticket information to a new ticket form.
  • Sub ticket: Create a new sub ticket for the ticket.
  • Reply: Create a reply to the message. Same button can also be found under the ticket message thread.
  • Note: You can create an internal note for the ticket (only visible to internal employees). This button can also be found under the ticket message thread.
  • Forward: You can forward the ticket to a new recipient. Same button can also be found under the ticket message thread.
  • Download: You can download the message history of the ticket into a PDF file.
  • Close: Mark the ticket as closed.
  • Delete: Completely delete's the ticket.


Messages tab

Ticket processing view opens by default to the "Messages" tab, where you can see the entire message chain of the ticket. The sender, date and the recipient of the message are written at the top of each message. The background colors of the messages in the message chain differ as follows: the received message is on a white background, the sent message is on a blue background, and the internal note is on a green background.


There are three icons in the upper right corner of each message, from which the message can be set as a solution (heart), a single message can be forwarded to a new recipient without any other history (arrow to the right), and opening the message in a new window (arrow inside the box). The messages in the message thread can be opened and closed in the view by pressing the "Open/close"-icon in the upper right corner of the thread.


On the left side of the view you can see how much time is left for the first response and for the resolution. Responding to the ticket is done by pressing the "Reply" button, either at the top of the ticket or at the end of the message thread. The ticket can also be forwarded to a new recipient by pressing the "Forward" button at the top of the ticket or at the end of the message thread. The "Note" button can be used to create internal notes in the message thread of the ticket, which are only visible to internal employees.


Responding to ticket

At the top of ticket response form, you can see the sender of the response, the recipient of the response, and in addition "cc" fields where the recipient's e-mail addresses can be added, separated by a comma and a space. You can include the ticket's message history to the reply by clicking "Include history"-checkbox as active. The response can also include the signature defined behind the user by selecting the "Include signature"-checkbox as active. Both of these checkboxes can be configured as pre-activated in the settings.


The reply form uses a rich text editor, which allows you to format the text in many different ways. In the editor, you can change the format of the text, the color of the text along with the background, remove formatting, add/edit links, tables, etc. You can also add attachments to the reply by dragging them onto the "Drop files here"-field or alternatively by clicking on the field and choosing a file from your computer.


The reply can be scheduled to go out on a specified date and time by pressing the calendar icon. The reply can also be opened in a preview window at any stage by pressing the "Preview" button. Sending a reply can be done in two different ways. If you want to send only a reply to the ticket, you can press the "Send" button. Alternatively, if you want to send a reply and change the status of the ticket simultaneously (e.g. you want to close the ticket at the same time), this can be done by pressing the cog-button to the right of the "Send" button and selecting "Send and assign: (desired status)".


Marking an internal note

In the "TO:" field of the note form, you can specify recipients who will receive a notification about the added note. Email addresses are specified in the field separated by a comma and a space.


Note form uses a rich text editor, which can be used to format the text in many different ways. In the editor, you can change the format of the text, the color of the text along with the background, remove formatting, add/edit links, tables, etc. You can also add attachments to the note by dragging them onto "Drop files here"-field or alternatively by clicking on the field and selecting a file from the computer.


The note can be opened in a preview window at any stage by pressing the "Preview" button. Saving the note can be done in two different ways. If you just want to add a note to the ticket, you can press the "Send" button. Alternatively, if you want to add the note and change the status of the ticket simultaneously (e.g. you want to close the ticket at the same time), this can be done by pressing the cog-button to the right of the "Send" button and selecting "Send and assign: (desired status)".


Forwarding the ticket

At the top of the ticket forwarding form you can see the sender and the recipient's email addresses can be added to the "TO" field and the "cc" fields, separated by a comma and a space. You can add the ticket message history to the bottom of the message by clicking the "Include history"-checkbox as active. The signature defined behind the user can also be included in the message by selecting the "Include signature"-checkbox as active.


The forwarding form uses a rich text editor to create the message, which can be used to format the text in many different ways. In the editor, you can change the format of the text, the color of the text along with the background, remove formatting, add/edit links, tables, etc. You can also add attachments to the message by dragging them onto the "Drop files here"-field or alternatively by clicking on the field and selecting a file from the computer.


Forwarding the ticket can be scheduled to go out on a specified date and time by pressing the calendar icon. The message can also be opened in a preview window at any stage by pressing the "Preview" button. Forwarding the ticket can be done in two different ways. If you only want forward the ticket, you can press the "Send" button. Alternatively, if you want to forward the ticket and change the status of the ticket simultaneously (e.g. you want to close the ticket at the same time), this can be done by pressing the cog-button to the right of the "Send" button and selecting "Send and assign: (desired status)".


Activities tab

The "Activities"-tab contains the entire history of the ticket and from this view you can see all events and changes made to the ticket. For example you can see information about the receipt of the ticket, the creation of the ticket, any entries made to the ticket, and separately added observers and responsible agents. 


Other functions of the processing view


In the ticket's processing view, you can see and edit the same information as in the ticket's quick form, as well as several other functions: 

  • Open: By clicking on the ticket's status in the upper left corner takes you to the ticket editing view.
  • Priority: You can change the priority by clicking the dropdown field.
  • Business line: You can define a business line to the ticket (assignment category).
  • Process: You can define a process to the ticket (assignment template).
  • Status: You can change the status of the ticket.
  • Tags: You can add tags to a ticket.
  • Team: You can assign a team to the ticket, which can be used to make the ticket visible to e.g. team members who have limited ticket visibility rights.
  • Agent: You can assign an agent to the ticket.
  • Followers: Clicking on the eye icon opens a field where you can define followers for the ticket.
  • To-Do items - Add new: You can add your own small tasks or reminders to the ticket, which can be marked as done.
  • Recent tickets: If the customer has other tickets, they are displayed in the lower left corner of the window. You can switch between these tickets by clicking on the ticket name.
  • Activities: By clicking on the "Activities" tab, the event history of the ticket opens, where you can view all the events and changes of the ticket.
  • Mark message as a solution: You can mark the message as a solution, in which case the color theme of the message will also change.
  • Forward message without history: You can forward a single message from the message thread to a new recipient without other history.
  • Open the message in a new window: You can open the message in a new browser tab.
  • Expand/minimize message field: You can expand and minimize the messages in the ticket message thread, which allows you to read the messages in their entirety in the processing view if you wish.