Tickets

The application Tickets provides the central administration of inquiries and requests - in other words tickets - from the i-net HelpDesk. Information on the individual tickets is displayed in a structured manner and processing of tickets is possible directly in this interface.

The main view consists of the following elements:

  • Views - a categorized and aggregated overview of all tickets in the system
  • the Ticket list - the list of tickets in a particular view
  • the Preview - a preview of a specific ticket

In addition to these three basic views, which are initially displayed side by side on a desktop-like screen, there is the view for editing a ticket after opening it.

New Tickets are created using the New Ticket button in the global status bar.

Views

A View is the focused look into a certain amount of tickets. Views enable the tickets to be sorted according to a specific topic or work area. This allows the user to see at a glance whether new tickets have arrived or certain status values ​​have been reached.

The number of tickets in a view is an important metric and therefore displayed in addition to an icon and the title of the view. The number of unread tickets is shown in color. A dot indicates the presence of unread tickets in a view if the sidebar is hidden.

Groups of views that no longer contain tickets are automatically hidden. Each user can also define new views in the View Settings and hide existing views if necessary.

Note: The easiest way for a user to create new views is to use the Save as View button above the ticket list after entering a search term.

Ticket List

This list displays all the tickets in a view. The list can be shown in the form of cards or a table of ticket properties (standard / cards / expert view) using the layout options.

In the standard view, the main information of a ticket is summarized (subject, preview text, ticket number, priority and status) and supplemented by other useful fields. If a ticket is selected, by default, the preview of the ticket with its detailed information appears next to it.

Tickets that have the order status unread are also marked in color at the beginning of the ticket line.

If multiple tickets are selected in the list, they can be processed together. The following actions are then available in the menu: Print, Bundle, change properties and apply action.

Note: Bundling orders, meaning the process of combining two or more tickets, is only possible in the ticket list. Note that the first selected ticket becomes the so-called master ticket. Further details on bundling can be found here.

If multiple tickets are selected in the list, they can be processed together. The following actions are then available in the menu: Print and apply action.

Note: The user has the actions user comment and delete request/order available.

Sorting

The tickets in the list can be sorted by one criterion. Above the ticket list - under the name of the selected view - there is a selection list of all available ticket fields. In this way, even fields that are not currently displayed in the ticket list can also be selected for sorting.

Most column headers can be clicked for sorting in a tabular ticket list. An exception to this is the primary column, which is made up of several ticket fields.

The search for tickets takes place via the global search bar. As soon as a term is entered there, the search starts automatically and also provides search suggestions that can be selected from a selection list. The search allows you to find terms in certain ticket fields. The suggestion list takes the names of the fields into account when entering a search term.

Preview

The ticket preview can either show the text of the request or the text of the last processing step - this can be changed dynamically above the text. In addition, the preview shows the fields of the ticket, the visibility of which can be freely configured via the three-point menu → Edit order and visibility of the fields.

To edit a ticket, it must be opened. This is done by double-clicking on the ticket in the list or by clicking on the Open #<ticket number> button.

Note: The preview can be configured in the layout settings so that it is located next to or below the ticket list or entirely hidden. If the preview is hidden, tickets are opened directly by double-clicking in the ticket list.