Tickets

The Ticket options list all the available tickets and the agents handling the tickets. You can enable an option for an agent to create a ticket from the Ticket List window.

To configure and set the Tickets component on the Designer Desktop:

1. On the Designer Desktop, select a page where you want to add the Tickets component. For example, the initial page where you have the Home bar and Containers configured.
   1. Drag and drop the Ticket component onto the canvas.
      The Tickets List appears on the Designer page.
      
      
      

      • The component appear in a tabular form because you have selected the Container type as Tab. For more information on Containers, see Working with the Containers.
      • The component name of Tickets List is changed to Tickets when added to the canvas. This is a system change and does not impact the functionality.
      
      
2. Select the Tickets component on the canvas, then click the Properties tab.
   
   

   The Properties and Events tabs are enabled only when the element is selected on the canvas.

   
   The component properties for Tickets are listed here:
   
   
   

   Number	Property	Available Features	Expected Result
   	Title	Title	You can change the default title of an component. When you change the title, the component name on the canvas is updated to the new title. For example, you can change the title from Tickets List to List, and the name is updated on the tab on the canvas.
   	Styles	Header, Header Position, and Theme	To change the current formatting, change the Header Position and Theme. When you enable the Header Position option and select the Header Position in the drop-down menu, the header position is updated.
   	Screen Configuration	Ticket Overview Screen Ticket Detail Screen Interaction List Screen Interaction Detail Screen If you want to have the configuration for the Tickets, You must configure the Screen Configuration configuration now. You can handle the screen configurations of the Ticket Overview Screen and Ticket Detail Screen individually by adding the tabs to the canvas as explained below or handling all the configurations during the Tickets configuration.	An Overview Screen lists all the account information for customers. A Detail Screen shows information about a specific account holder; an agent double-clicks on an account to view the account details. The screen configuration information for the Overview Screen and Detail Screen are explained in the relevant sections below. Screen Configuration for List Screen To configure fields in the List screen: Configurations appearing on the Agent Desktop
   	Create Forms	New Ticket using Forms New Account using Forms New Contact using Forms	You can use these options to create forms for tickets, accounts, and contacts.  Select the forms from the Available Forms list, move them to the Selected Forms list, and Save the changes.
   	Buttons	Custom Buttons	You can use the Custom Buttons option and create an event.  When you create a button, an event is created in the Events tab.
   	Advanced Search	Allow Advanced Search	Allows you to select fields for the search criteria. You can also preview the search criteria.
   	Interactions	Configure Highlights	If the option is disabled, only the default options are visible to an agent. If enabled, an agent can view the configured interaction highlights for the interaction types and set the result codes.
   	Omni Search	Fields for All	Allows you to select fields from Contacts, Accounts, and Tickets to be used in a search. Click Fields for All, and then select the fields from the Configure Search All Config window.
   	Options	Allow Ticket Creation Allow Ticket Deletion Allow Ticket Import Allow Ticket Export Support Tickets Bulk Update Allow Encrypted Fields Allow Playing Audio Recording Allow Account Creation Allow Contact Creation	When you enable these features, the agent can perform the tasks specified in the Options section. By default, the Allow Account Creation, Allow Ticket Creation, and Allow Contact Creation checkboxes are enabled when creating a Designer Desktop. Administrators and managers must disable them if they do not want the agent to create them.

3. After updating the required information, Save the designer desktop.

To configure and set the Dashboard component on the Designer Desktop:

1. On the Designer Desktop, select a page where you want to add the Dashboard element. For example, the initial page where you have the Home bar and Containers configured.
2. Drag and drop the Dashboard component on to the canvas.
   The Dashboard details appear on the Designer desktop page.
   
3. Select the Dashboard element on the canvas, then click the Properties tab.
   
   

   The Properties and Events tabs are enabled only when the component is selected on the canvas.

4. The properties for the Tickets Dashboard are shown.
   
   

The element properties for the Dashboard are listed here:

To configure and set the RT (Real Time) Dashboard on the Designer Desktop:

1. On the Designer Desktop, select a page where you want to add the RT Dashboard component. For example, the initial page where you have the Home bar and Containers configured.
2. Drag and drop the RT Dashboard component on to the canvas.
   The Dashboard details appear on the Designer Desktop page.
   
3. Select the RT Dashboard element on the canvas, then click the Properties tab.
   
   

   The Properties and Events tabs are enabled only when the element is selected on the canvas.

4. The properties of the RT Dashboard are shown.
   
   The element properties for the RT Dashboard are listed here:
   

   Property	Available Features	Closer Screenshot	Expected Result
   Title	Title		You can change the default title of an element. When you change the title, the element name on the canvas is updated to the new title. For example, you can change the title from RT Dashboard to Dashboard, and the name is updated on the tab on the canvas.
   Styles	Header, Header Position, and Theme		To change the current formatting, change the Header Position and Theme. When you enable the Header Position option and select the Header Position in the drop-down menu, the header position is updated.
   Search	Fields for All		Allows you to select fields from Contacts, Accounts, and Tickets to be used in a search. Click Fields for All, and then select the fields from the Configure Search All Config window.

To configure and set the JIRA element on the Designer Desktop:

1. On the Designer Desktop, select a page where you want to add the Forms element. For example, the initial page where you have the Home bar and Containers configured.
2. Drag and drop the JIRA element on to the canvas.
   The JIRA element appears on the Designer desktop page.
   
3. Select the JIRA element on the canvas, then click the Properties tab.
   
   

   • The Properties and Events tabs are enabled only when the element is selected on the canvas.
     
   • When you create a ticket and link the ticket with an account or contact, and a request is called against this ticket, it opens the Account or Contact object details linked to the Ticket.
4. The properties for JIRA are shown:
   

   Property	Available Features	Closer Screenshot	Expected Result
   Title	Title		You can change the default title of an element. When you change the title, the element name on the canvas is updated to the new title. For example, you can change the title from JIRA to Dashboard, and the name is updated on the tab on the canvas.
   Styles	Header, Header Position, and Theme		To change the current formatting, change the Header Position and Theme. When you enable the Header Position option and select the Header Position in the drop-down menu, the header position is updated.
   Search	Fields for All		Allows you to select fields from Contacts, Accounts, and Tickets to be used in a search. Click Fields for All, and then select the fields from the Configure Search All Config window.

To configure and set the Recent Reviewed element in the Designer Desktop:

1. In the Designer Desktop, select a page where you want to add the Recent Reviewed element. For example, the initial page where you have the Home bar and Containers configured.
2. Drag and drop the Recent Reviewed element onto the canvas.
   The Recent Reviewed element appears on the Designer Desktop page.
   
3. Select the Recent Reviewed element on the canvas, then click the Properties tab.
   

   The Properties and Events tabs are enabled only when the element is selected on the canvas.

4. The properties for Recent Reviewed are shown:
   

   Property	Available Features	Closer Screenshot	Expected Result
   Title	Title		You can change the default title of an element. When you change the title, the element name on the canvas is updated to the new title. For example, you can change the title from Recent Viewed to Recent, and the name is updated on the tab on the canvas.
   Styles	Header, Header Position, and Theme		To change the current formatting, change the Header Position and Theme. When you enable the Header Position option and select the Header Position in the drop-down menu, the header position is updated.
   Search	Fields for All		Allows you to select fields from Contacts, Accounts, and Tickets to be used in a search. Click Fields for All, and then select the fields from the Configure Search All Config window.