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:
Navigate to Helpdesk → My Tickets (or Team Tickets, Pending Ticket, Completed Ticket).
Use the Search Bar at the top of the ticket list.
Enter the Ticket ID or Title/Keyword.
Press Enter → Matching tickets will be displayed.
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:
Open the Ticket Details page.
Locate the Status Field.
Select the correct status from the dropdown.
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:
Open the Ticket Details page.
Select the Requester Details Tab.
Review the requester and customer information.
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:
Open the ticket from the ticket view.
On the Requester Details tab, check:
Created By → Person who submitted the ticket.
Requested For → Customer/end-user for whom the ticket was logged.
This information also appears in the Activity tab as part of the ticket creation log.
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:
Open the Ticket Details page.
Click the Activity Log Tab.
Review updates and logs in order.
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:
Go to Helpdesk → My Tickets / Team Tickets/ Pending Ticket/Completed Ticket.
Switch to List View mode (beside the search bar).
Tickets will appear in a structured table layout.
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:
Navigate to the Ticket List View.
Click the Export button beside the search box
File will be downloaded to the system.
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:
Navigate to Helpdesk → Asset Menu.
Go to Asset Search.
Click View All to see existing assets.
Click the + New button to add a new asset.
Fill out all required details:
Customer
Asset Name
Location
Warranty Date
Company Name..etc
Click Save to create the asset record.
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