Ticket Status "Read/Unread"

The read status of a ticket indicates which steps have been viewed or edited. It applies to both the ticket as a whole and its individual processing steps. A ticket is considered read when all of its steps have been read. It is considered unread when it contains at least one processing step that is unread. This means that if a new, unread step is added to the ticket, the ticket is automatically marked as unread again. When a new step in a ticket is read, all older unread steps are also marked as read.

Each user group - supporters and end users - has its own read status. For example, when a supporter replies to an end user, the ticket is marked as unread only for the end user, and vice versa. Each of the two groups sees only their own reading status. A supporter cannot see whether the end user has read a ticket. In case a supporter views their own ticket, a ticket the user can edit as a supporter and is the ticket owner at the same time, then the supporter's reading status will apply.

The read status is independent of the ticket status. A ticket can be closed or deleted and still be marked as unread. You can change the read status in the ticket list, within the ticket, or automatically via Task Planner. In the configuration application, you specify which actions mark a ticket as unread.

By default, the following actions trigger an unread status: Authorize, Forward, Email Received, User Comment, Resubmission Reached, Request Created, and Reactivate.

Unread tickets are highlighted as follows:

• Ticket list: A colored bar is displayed in front of each ticket. You can also enable an optional status icon for "read/unread."
• Open ticket: A colored bar is displayed on the left side of the header.
• Unread steps: Each unread processing step is displayed on the left side with a colored bar.

A timer automatically marks a processing step - and older unread steps - as read once it has been visible for five seconds. When you open a ticket, the colored bar gradually fades, and then the ticket is marked as read. You can adjust the timing behavior in the settings or disable it to mark tickets as read more quickly or immediately, for example.

Please note that the timer is canceled when the focus is removed from the Tickets application. The Tickets application loses focus, for example, when you switch the program window or browser tab. It restarts automatically when the Tickets application is back in focus.

The default five-second timer allows users to briefly view a ticket without changing its read status.

Note: An unread ticket with the status Confirmed changes its status to Confirmed - open (formerly Confirmed - read) as soon as it is marked as completely read. This status change shows everyone involved that someone has already looked at the ticket and that it has not been left unattended. If the ticket is marked as unread again, the ticket status remains unchanged. The "Unread" status now makes it clear that the ticket should be addressed promptly.

Users of the Tickets application can also change the read status of a ticket manually. There are various options for doing this in both the ticket list and in an open ticket.

In the ticket list, one or more tickets are selected and marked as read or unread using the actions in the upper area of the application.

In an open ticket, it can also be set as unread using the action list. This action automatically exits the ticket.

Another option is to set processing steps as unread. To do this, select the corresponding action in the editing step. This will mark the selected step and all newer steps as unread. This action will automatically exit the ticket.