Pending Tickets
How does an agent find tickets assigned to them?
Possible Questions:
How can an agent locate tickets given to them?
How do agents check which tickets are assigned to them?
How do agents search their assigned tickets?
Answer:
An agent can find all tickets assigned to them under the Pending Tickets section on My Tickets.
Steps:
Go to My Tickets menu
Click on Pending Tickets
Search Ticket by its ID/Title
How can an agent view the full details of a ticket?
Possible Questions:
How does an agent open a ticket to see all details?
How can agents check requester information and description?
How do agents access attachments and history in a ticket?
Answer:
By clicking on the ticket card, the Request Details page opens, displaying requester information, description, attachments, impact, urgency, and history.
Steps:
Go to My Ticket Menu
Click on Pending Tickets
Click on ticket card and open ticket details page
How can an agent update the impact and channel of a ticket?
Possible Questions:
How do agents change impact and channel?
How can an agent adjust ticket impact?
How does an agent edit ticket severity details?
Answer:
Inside the Request Details page, agents can edit the Impact and channel fields before or during work on the ticket.
Steps:
Go to My Ticket Menu
Click on Pending Tickets
Click on ticket card and open ticket details page
Check the Impact and Channel fields, select the appropriate values from the list, and then click the Update button.
How does an agent start working on a ticket?
Possible Questions:
How do agents begin working on a ticket?
How does a ticket status move from Pending to In Progress?
How does an agent indicate that work has started?
Answer:
The agent changes the status from Pending to In Progress. This action notifies the requester that work has begun.
Steps:
Go to My Ticket Menu
Click on Pending Tickets
Click on ticket card and open ticket details page
Check the Status field, change it from Open to In Progress, and click the Update button.
How does an agent request more information from the requester?
Possible Questions:
How do agents ask customers for input?
How does an agent get extra details from the requester?
How does ticket status change when input is required?
Answer:
The agent updates the ticket status to Awaiting Customer Info and adds a comment describing what details are required.
Steps:
Go to My Ticket Menu
Click on Pending Tickets
Click on ticket card and open ticket details page
Check the Status field, change it from In Progress to Awaiting Customer Info, add comments in the Comment box, and click the Update button.
How does the ticket move back to “In Progress” after requester reply?
Possible Questions:
How does the ticket continue once customer responds?
How is a ticket reopened from Awaiting Info?
How does the system handle requester updates?
Answer:
Once the requester provides input, the system automatically updates the status from Awaiting Customer Info to In Progress.
How does an agent resolve a ticket?
Possible Questions:
How can an agent mark a ticket as resolved?
How does the system notify the requester after resolution?
How does the resolution step work?
Answer:
After resolving the issue, the agent updates the ticket status to Resolved, which notifies the requester and allows them to verify the solution. The agent also updates the root cause and resolution notes within the ticket for documentation and future reference.
Steps:
Go to My Ticket Menu
Click on Pending Tickets
Click on ticket card and open ticket details page
Check the Status field, change it to Resolved, enter the Resolution Notes and Root Cause in the ticket, and click the Update button.
How long does a ticket remain in “Resolved” status before closure?
Possible Questions:
How long does a ticket wait before auto-closing?
How much time does a requester have to respond after resolution?
How does SLA define the resolved-to-closed duration?
Answer:
A ticket remains in the Resolved status until the requester confirms that the issue has been satisfactorily addressed.
How does a ticket get closed?
Possible Questions:
How does the ticket move from Resolved to Closed?
Answer:
If the requester confirms resolution or doesn’t respond within the closure period, the agent updates Closed status and ticket moved to Completed Tickets
Go to My Ticket Menu
Click on Pending Tickets
Click on ticket card and open ticket details page
Check status field and update status as ‘Closed’
Once Closed status updated, ticket moved to completed tickets
How is feedback collected after ticket closure?
Possible Questions:
How do requesters give feedback?
How does the system collect satisfaction ratings?
How does a requester share comments on support?
Answer:
Once the ticket is closed, the requester receives a notification with a feedback form/link to rate support and share comments.
How does an agent see all tickets they have worked on?
Possible Questions:
How do agents review their past tickets?
How can an agent check completed tickets?
How do agents filter tickets by status?
Answer: Agents can view the Completed Tickets section for closed tickets.
Steps:
Go to My Ticket Menu
Click on Completed Tickets
How can an agent view feedback submitted by a requester?
Possible Questions:
How does an agent access the requester’s feedback?
How can agents see the feedback provided by requesters?
Answer:
Once the requester submits feedback, the agent can access it by opening the Feedback tab. By clicking on this tab, the agent can view all feedback provided by the requester.
Steps:
Go to My Ticket Menu
Click on Completed Tickets
Click on ticket cards and open ticket details page
Go to feedback tab
How does an agent know which assets are associated with a customer?
Possible Questions:
How does an agent check what assets belong to a requester?
How do agents see the list of assets owned by a customer?
Answer: The admin links all assets associated with a customer in the system. When a ticket is raised, the agent can view these assets in Item field under the Asset Details section on the ticket details page.
Steps:
Go to My Tickets
Click on Pending Tickets
Open Ticket details page
Check Asset Details section
Click on Item field
Shows all assets associated with customer
How does an agent select an asset while working on a ticket?
Possible Questions:
How does an agent choose the relevant asset for a ticket?
How can the agent link a ticket to a specific customer asset?
How are assets selected when resolving an issue?
Answer: While working on the ticket, the agent can select the relevant asset from the Item dropdown or list. This ensures that the ticket is linked to the correct hardware, software, or service component for accurate tracking and resolution.
Steps:
Go to My Tickets
Click on Pending Tickets
Open Ticket details page
Check Asset Details section
Click on Item field
Shows all assets associated with customer
Select Asset name
After selecting the asset, the Company Name, Location, and Warranty Date fields are automatically populated. The agent can then review the details and update the ticket accordingly.
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