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Common Ticket Options

Within each ticket, there exists a set of common, quick actions that may be utilized. The uniformity and style makes learning and using TeamSupport a snap!

1. Log Action:  Actions are events that take place on a given ticket during its life cycle.  Actions may be items such as adding a comment to a ticket, adding an attachment of a log or screen shot, asking a question, or proposing a resolution.  Selecting this button on a selected ticket will open up the Actions window and allow the user to post a new event.


2. Refresh:  Refreshes the ticket view.  This is handy if you leave a ticket open in a tab and look at it after some time has passed.  It is possible someone else has updated the ticket while you were away.

3. Delete: Deletes the selected ticket.  Only Administrators can perform this action.
 
4. Take Ownership:  Selecting this button will assign the currently selected ticket to the user.  For example, a ticket may be assigned to the Customer Service Group but NOT assigned to a specific individual.  The Take Ownership button is a quick way for users to add any ticket to their list and begin working on it.

5. Request Update:  Any user can use the Request Update feature which will send the ticket owner an email informing them that the requesting user would like an update to a ticket.  This feature is especially nice for managers that notice a ticket has been open and untouched for an unusual amount of time.

6. Subscribe:  Subscriptions are a very powerful feature of TeamSupport.  Rather than parties of interest having to run down information about a ticket or a customer, users can simply "subscribe" to tickets/customers and will be notified via email when new Actions occur.  See Subscribe to a Ticket for more information.

7.  Enqueue:  Add the ticket to your Queue.  See here for more about the Queue.

8.  Flag:  Flags a ticket in any ticket grid view which you can then sort to easily find tickets you have flagged for follow up.


9. Print:  Formats the view so the ticket may be printed through your browser.

10. Email:  Allows you to email the ticket to anyone you need to.  Please note however, only Actions marked as Visible will be in the email.

11. Show URL:  Will display the URL of the ticket so that you can share it with another co-worker.  This cannot be used to send to a customer or any other non-TeamSupport user.  This is an internal function only.

12. History:  If you scroll to the very bottom of the action list within a ticket, you can click on the Show History link which will display every action taken on a given ticket.  You are given the date and time stamp, who performed the action, and what action took place.