Ticket

The view of a ticket mainly consists of the conversation list, supplemented by additional, aggregated information in the header and the ticket extensions.

Header of the ticket

The header of a ticket always contains a preceding icon followed by text. The source of both can be changed in the layout settings of the ticket. The header is supplemented by detailed information: the ticket number, creation date and the ticket owner. If parts of the ticket are unread, a colored bar is displayed in front of the header and respective unread sections. Also, the subject of the ticket and all editing steps in the timeline are highlighted in bold.

On the right side of the core information of the header, there are:

  • A list of users who have currently opened this ticket
  • A button to Summarize Ticket with AI is availble when the AI plugin is active and set up with an AI provider. In the configuration, you can set instructions to refine the style in which an answer is proposed.
  • A button to print the ticket
  • A button to Apply Forms that modify a ticket
  • A button to Apply a Quick Ticket to the ticket

Note: The ticket owner has a link to the user data in the Users and Groups application. The prerequisite for this is that the logged-in user has the permission Users and Groups.

Note: If a ticket is being processed, this is marked on the icon of the user who is editing it. Only this user has write access at the moment.

Note: If the ticket is part of a bundle, an additional note will be issued.

Note: If the ticket is part of a bundle, an additional note will be issued. It is no longer possible to delete this ticket.

Options

The following options are available to the user via the header:

  • Mark as unread: the ticket is set marked as unread and is exited immediately.
  • Copy URL to ticket: copies the web address of the ticket to the clipboard.
  • Export Ticket as Archive - creates a ZIP file with the ticket as PDF as well as the attachments.
  • Save as Knowledge Base Article - creates a new Knowledge Base Article, copying the request into the Problem field and the responses into the Solution field.
  • Save as Knowledge Base Article with AI - creates a Knowledge Base Article using AI, which then prepares the Problem and Solution fields with summarized information.
  • Search in Ticket - full-text search in the ticket, including navigation of multiple search results.
  • Filtering the conversation steps for exclusive selection:
    • Pure conversation: only show steps of the conversation that contain a text or attachments, for example, when emails have been sent or received
    • No system steps: show additional processing steps without additional text
    • Show all: also show all internal processing steps
  • Show extensions: display / hides the list of ticket extensions

Conversation list

In the conversation list the sequence of the processing steps of the ticket is being displayed. The list is sorted reverse chronologically (the latest changes are at the top). The most important information about processing steps are:

  • Who triggered this step
  • What was done - this refers to the ticket action taken and the editing text
  • When the step was triggered

If an editing step is still unread, this is indicated by a colored bar in front of the step. Otherwise, this and all more recent editing steps can be marked as unread via the options menu.

Most of the processing steps also have an options button, for example, to change the description text.

Other important options - depending on the type of processing step - may be:

  • Start new E-Mail with Quotation - creates an answer to the editing step and ticket owner quoting the content quoting the original text
  • Edit text - update the editing step
  • Create new Ticket from Step - creates a new ticket from the given editing step, copying the content of the step as a new request, as well as ticket fields.
  • Set Ticket Unread From Here - set the editing steps as unread starting with the selected editing step.

The effort can be updated if the change option is enabled in the configuration. To initiate the change, go to the menu of the editing step or click on the stopwatch icon located in front of the processing time of the step. If changing a ticket after its closing is allowed, the effort can also be updated.

To simplify the entry of processing times in general, the Stopwatch function can be used. This can start automatically for each supporter and store the effort in the ticket at the end of processing.

Processing steps can be produced by the Task Planner, a Quick Ticket, a Form - or more than one - which is indicated with a visual hint on the left side of the step. Quick Tickets, for example, can produce multiple steps for a ticket at once. In this case, the indicator will be grouped over multiple steps. Hovering over the indicator shows additional links to the originating Task Planner tasks or Quick Ticket if the user has the corresponding permissions.

There is a line with ticket actions between the header of the ticket and the conversation list to process a ticket. Depending on the status of the ticket, this line only contains the allowed ticket actions. The order of the ticket actions changes automatically - for each user individually - with the frequency of their use. For example, if the "Edit" ticket action is used significantly more often than "Close", it will be placed further up in the list of ticket actions.

Duplicate Content

A conversation, e.g. via email, often contains a lot of duplicate content due to responses from previous emails. This duplicate content is detected in plain text and HTML emails and hidden if it is at the end of the email. This shortens the length of the conversation list. Duplicate content is pointed out to the user by a small button that can be used to show this content again.

Note: Only whole paragraphs can be hidden. If only one paragraph is detected as duplicate content, it must contain at least 50 words or images before it is hidden.

Ticket Extensions

Ticket extensions provide further information about a ticket. The extensions shown can be changed and sorted in the Ticket Layout Settings.

Note: The visual proportions of the conversation and extension list can be changed by dragging and dropping the separator between the two lists.