Tickets Help

1. On the Tickets tab, click the  Icon.
   The New Ticket window appears.

2. Specify values in the following fields as required.
   

   All the UI fields are custom fields available in the Accounts, Contact, and Ticket, you can add or remove fields from the UI.

   Fields

   Field	Description
   Scope
   Subject	The subject of the ticket.
   Reported By	Name of the person who reported the issue or task pertaining to the ticket.
   Account	Account number associated with the ticket. If the existing accounts are not associated with the ticket, you can create an account. To do so: In the Account field, click. The New Account window appears. Specify values in the fields, and then click Save.
   Contact	Name of the contact associated with the ticket. If the existing contacts are not associated with the ticket, you can create a contact. To do so: In the Contact field, click. The New Contact window appears. Specify values in the fields, and then click Save.
   Description
   Description	Description of the ticket.
   General
   Label	By default, the label that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the label. You can define labels for a ticket through the Settings tab of the Ticketing Config window.
   Components	Component for the ticket. You can define components for a ticket through the Settings tab of the Ticketing Config window.
   Priority	By default, the priority that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the priority. You can define priorities for a ticket through the Settings tab of the Ticketing Config window.
   Ticket Type	Type of ticket. The fields that appear on the ticket after it is saved depend on the value in this field, based on the configuration set on the Screen tab of the Ticketing Config window. You can define types for a ticket through the Settings tab of the Ticketing Config window.
   Status	By default, the status that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the status. You can define statuses for a ticket through the Settings tab of the Ticketing Config window.
   Channel	Communication channel from which the ticket was initiated (for example, email, call, SMS, or web).
   Agent	If an agent creates a ticket, their name appears in this field.
   Agent Team	If an agent creates a ticket and the agent is assigned to an agent team, the name of the agent team appears in this field.
   Original Ticket Number	Original number of the ticket.
   Original ID	Original ID of the ticket.

    

3. Click Save.
   The ticket is created, and the details of the ticket appear on the Tickets tab.

1. On the Tickets tab, double-click the row containing the ticket that you want to modify.

   • To view all tickets, in the search box, click the Clear Ticket View icon ().
   • If you cannot easily find the ticket in the table, click the Advanced Search icon (), and then, 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.
     

   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.

   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.
   Interactions	Displays a table with interactions associated with the ticket.  Before you can listen to 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. You can view this option in the Agent Desktop only. To listen to the interaction, double-click the row containing the interaction, and then, in the Call Detail window, click .
   Links	Displays all the list of the web address and knowledge-based articles that are linked with the ticket.
   Attachments	Displays attachments associated with the ticket. You can add an attachment by using the Browse button. You can download an attachment by clicking the attachment. You can delete an attachment by 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 want to make the comments viewable to the public. The comment is added, and it appears on the Comments tab, along with your name and time stamp. You can modify a comment by using the Edit icon () next to the comment. You can delete a comment by using the Delete icon () next to the comment.
   History	Displays a table with all changes made to the ticket and who made them.

2. Modify the values in the fields as required.
   

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

3. Click Save.
   Your changes are saved.

When you want to modify the tickets containing similar fields, you can use the bulk modify option. The custom fields are available when you modify multiple tickets together.

To modify multiple tickets at once:

1. On the Tickets tab, select the checkbox next to each ticket that you want to modify, and then click Edit.
   The Edit Tickets window appears.
2. Modify the values in the fields as required, and then click Save.
   The tickets are updated.

1. On the Tickets tab, click the Settings icon (), and then click Import Tickets.
   Alternatively, on the Tickets menu, you can click Import Tickets.
   The Import Tickets window appears.
2. Specify values in the following fields:
   

   • File: Click , and then select the file containing the ticket data that you want to import.

   • Input Filter: Select an Input Filter (a predefined format to import the data in the file).

     • Ensure that the format of the file that you select in the File field corresponds to the format of the selected Input Filter. 
     • Only the Input Filters whose target is Ticketing are available in the Input Filter field.

3. Click Import.

   You can view details such as the status of the import or the date and time when the import started or ended in the User Tasks window. This window appears when you go to > User Tasks. In the window, the ticket import task is identified by the value TICKETING_IMPORT in the Operation column.

   A message stating the data was imported appears. The tickets from the file appear in the table on the Tickets tab.

If you wish to share the ticketing information in a file format for verification, you can export tickets from the platform to a CSV file. 

To export the tickets:

1. On the Configure tab, go to Ticketing > Tickets.
   The Tickets tab appears, displaying a table with tickets.
   

   • The tickets that are exported depend on the view that you have selected.
   • If the search box displays the name Select a predefined view, all tickets appear in the table.
   • If you want to export the tickets associated with a specific account view (filer), in the search box, select the required view.
   • If you want to export all tickets, in the search box, click the Clear Ticket View icon ().
2. Click the Settings icon (), and then click Export Tickets.
   Alternatively, on the Tickets menu, you can click Export Tickets.
   A CSV file containing the tickets from the platform based on the selected view is downloaded.