My ticket
How can an Agent view their created tickets?
Possible Questions:
How to check tickets I have submitted?
Where can I see all tickets I created?
How to view the list of tickets logged by me?
How to track tickets that I raised?
How to access the tickets I created under My Tickets?
How to view the total number of tickets I created?
Answer: After an agent creates a ticket, it is automatically recorded under My Tickets. This allows agents to track and manage the tickets they have raised, check the status, view details, and monitor updates.
Steps to view created tickets:
Navigate to the Helpdesk menu.
Click on My Tickets.
An agent will see a card count showing the total number of tickets created by them
Click on the My Tickets card to view the detailed list of created tickets.
How can an Agent view request details?
Related Questions:
How to see full information of a ticket?
How to open the ticket details page?
How to check requester information for a ticket?
How to view ticket description, priority, and attachments?
Where can an agent see all ticket-related information?
How to open a specific ticket to see its details?
Answer: An agent can view complete information about a ticket by opening the Ticket Details page
Steps:
Go to My Tickets.
Click on the Ticket Card that the agent wants to view.
The Request Details page will open.
What Actions can an Agent perform on a ticket?
Related Questions:
How can an agent update a ticket?
How to add comments to a ticket?
How to upload attachments for a ticket?
What can be done from the Ticket Details page?
How to view the action log for a ticket?
Answer: When an agent opens a ticket, they can perform several actions to track, update, and provide clarity on the issue:
View request details in read-only mode if the ticket was created by them.
Add Comments to provide updates or clarifications.
Upload Attachments (e.g., screenshots, documents) for better issue understanding.
Finally, use Update Ticket to save the changes.
All uploaded attachments and added comments are displayed in the Action Log.
How can an Agent track the action log of a ticket?
Possible Questions:
How to see all updates and activities on a ticket?
Where to check comments, attachments, and status changes?
How to view ticket history and changes?
How to track reassignment and completed activities of a ticket?
How to see both agent and requester activities on a ticket?
Where can an agent monitor all actions performed on a ticket?
How to review attachments and comments in one place?
How to ensure complete transparency of ticket updates?
Answer:
An agent can track all activities related to a ticket using the Action Log section.
Steps:
Go to the Ticket Details page.
Navigate to the Activity Log tab.
What Agent can see in the action log:
Comments added
Attachments uploaded
Status changes
Ticket reassignments
Completed ticket activity
Ticket created record
Both requester and agent activities are captured in the Action Log, ensuring complete transparency.
How can an Agent search for a ticket?
Possible Question:
How to search a ticket by Ticket ID?
How to find a ticket using the title?
How to quickly find a specific ticket?
How to filter tickets while searching?
Where can I search for tickets in the Helpdesk?
Is there a quick way to search tickets?
Answer:
An Agent can search for tickets using either the Ticket ID (e.g., INC001234) or the Ticket Title (e.g., Email not working) within the My Tickets section.
The Ticket ID is a unique system-generated number assigned to each ticket, which allows quick and precise identification.
The Ticket Title is a short description provided when creating the ticket, which helps in searching tickets when the Agent does not remember the exact ID.
Steps to search for a ticket:
Navigate to the My Tickets section from the helpdesk dashboard.
Locate the Search Bar at the top of the ticket list.
Enter either the Ticket ID (for exact match) or the Ticket Title/keywords.
Press Enter or click on the Search Icon.
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