Views: 11177
Last Modified: 10.10.2012

The Ticket page displays tickets received by the technical support service. Special indicators help determine the present state of tickets:

Click on image to enlarge

 - your party replied to the ticket last time (you are responsible);
 - your party replied to the ticket last time (you are not responsible);
 - the last reply is yours;
 - helpdesk staff member updated the ticket last time;
 - ticket is closed.

Moreover, a notice can be displayed beside the indicator:

  • Reply here! Means the reply period stipulated by SLA is about to expire;
  • Expired! Means the reply period is expired.

The page filter parameters stipulate that tickets are displayed to a helpdesk specialist who is responsible for them:

  • Expired messages are displayed on top of the list (Expired!);
  • Then, messages whose reply period is about to expire (Reply here!);
  • Other messages are displayed on a first-served basis, according to the reply date (stipulated by SLA).

If a helpdesk staff member has replied to a ticket, the ticket is marked green and moved to the end.

Note! The ticket position will not change if:
  • the author has modified or updated the ticket with additional information;
  • a helpdesk specialist has added a comment or a hidden message to the ticket.

All tickets that are to be replied shortly (yellow or red indicator) are displayed to the helpdesk administrator by default.



Courses developed by «Bitrix», Inc.
Course description


Back to top ↑