# Common FAQ ### **1. How to search a ticket by Ticket ID or Title?** **Possible Questions:** * How to search a ticket by Ticket ID? * How to find a ticket using the title? * Is there a quick way to search tickets? **Answer:**\ Tickets can be searched using the Ticket ID or Title/Keyword directly from the ticket list page. **Steps:** 1. Navigate to Helpdesk → My Tickets (or Team Tickets, Pending Ticket, Completed Ticket). 2. Use the Search Bar at the top of the ticket list. 3. Enter the Ticket ID or Title/Keyword. 4. Press Enter → Matching tickets will be displayed. ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2F2Wpy8uIFEzBvaXc6L5yF%2F0.png?alt=media) ### **2. How to understand ticket statuses?** **Possible Questions:** * What are the ticket statuses available? * How to know if a ticket is open or resolved? * Where to see if the ticket is awaiting customer response? * How to check if a ticket is closed? **Answer:**\ Ticket statuses indicate the current stage of the ticket lifecycle. * Open – Ticket created, not yet worked on. * In Progress – Work has started. * Awaiting Customer Info – Additional input is needed from the requester/customer. * Resolved – Issue fixed, pending requester confirmation. * Closed – Ticket completed. **Steps to update status:** 1. Open the Ticket Details page. 2. Locate the Status Field. 3. Select the correct status from the dropdown. 4. Click Update. ### **3. How to view requester details in a ticket?** **Possible Questions:** * How to check who raised the ticket? * How to see requester contact details in a ticket? * How to know customer information linked to the ticket? * How to find customer ID and requester email in a ticket? * How to verify the mobile number and email ID of the requester? * How to check for whom the ticket was created? * How to view requester address and contact details in a ticket? * Where to see created by and requested for details in a ticket? **Answer:**\ The **Requester Details Tab** shows all information about requester and customer, including: * Requester Name and Email ID * Requester Contact Number * Created By * Customer ID * Customer Name * Customer Mobile * Customer Email * Customer Address **Steps:** 1. Open the **Ticket Details** page. 2. Select the **Requester Details Tab**. 3. Review the requester and customer information. ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FuR1oapfdXs4h7inc8jjh%2F1.png?alt=media) ### **How to check who created the ticket and for whom?** **Possible Questions:** * How to check who created a ticket? * How to find out for which customer a ticket was created? * Where to see when the ticket was created? * How to check the requester of a ticket? * How to verify ticket creation time and date? **Answer**: The Created By field shows the person who raised the ticket, and the Requested For field shows the end-user/customer the ticket is logged for. **Steps**: * 1. Open the ticket from the ticket view. 2. On the Requester Details tab, check: * Created By → Person who submitted the ticket. * Requested For → Customer/end-user for whom the ticket was logged. 3. This information also appears in the Activity tab as part of the ticket creation log. ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2F0nUs0e49kCDk80j6JwSX%2F2.png?alt=media) ### **5. How to check ticket updates in the Activity Tab?** **Possible Questions:** * How to see communication history of a ticket? * How to track status changes of a ticket? * How to view all comments and updates on a ticket? * How to check agent and requester interactions on a ticket? * How to see when and by whom a ticket was updated? * How to verify activity log of a ticket? * Where to check complete update history of a ticket? **Answer:**\ The **Activity Tab** displays a chronological log of all ticket updates, such as: * Status changes * Comments from requester or support staff * Attachments uploaded * System updates (Status changes, reassignments) **Steps:** 1. Open the Ticket Details page. 2. Click the Activity Log Tab. 3. Review updates and logs in order. ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FY172FoI7Mj5c6kQlul0k%2F3.png?alt=media) ### **6. How to view tickets in List View?** **Possible Questions:** * How to see all tickets in a table format? * How to display tickets with details like ID, Title, and Priority? * How to check tickets by Created Date or Opened By? * How to get a structured view of tickets instead of cards? * How to switch from card view to list view for tickets? * How to see pending, completed, or team tickets in List View? * How to sort tickets using List View? * How to view all ticket fields in one table? **Answer:**\ List View allows tickets to be displayed in a table format with fields like Ticket ID, Title, Priority, Created Date, Opened by, and Due Date. **Steps:** 1. Go to Helpdesk → My Tickets / Team Tickets/ Pending Ticket/Completed Ticket. 2. Switch to List View mode (beside the search bar). 3. Tickets will appear in a structured table layout. ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FiD21vxJXQesu0dwGVHg0%2F4.png?alt=media) ### **7. How to export tickets?** **Possible Questions:** * How to export a list of tickets? * Can ticket data be downloaded? * Where to find the export option in tickets? **Answer:**\ Tickets can be exported to CSV for reporting or analysis. Both all tickets and filtered tickets can be exported. **Steps:** 1. Navigate to the Ticket List View. 2. Click the Export button beside the search box 3. File will be downloaded to the system. ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FoB6MhKnT6qLRFwSECB6G%2F5.png?alt=media) ### **8. How to add or associate an asset?** **Possible Questions:** * How to add a new asset to the system? * How to associate an asset with a customer? * How to create a new asset record? * How to register an asset in the Helpdesk? * How to link an asset to a customer **Answer:**\ Adding or associating an asset allows the system to track equipment, tools, or resources assigned to a customer. Each asset record stores key information like asset name, customer, location, warranty, and company details. Proper association ensures assets are correctly linked to tickets or customer profiles. **Steps:** 1. Navigate to Helpdesk → Asset Menu. 2. Go to Asset Search. 3. Click View All to see existing assets. 4. Click the + New button to add a new asset. 5. Fill out all required details: * Customer * Asset Name * Location * Warranty Date * Company Name..etc 6. Click Save to create the asset record. ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FMaAiYdD5xR1Rcv6sO4Dl%2F6.png?alt=media) ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FFXrZ4PpNJgim6Bkmjygr%2F7.png?alt=media)