Team Ticket
1. What is a Team Ticket and who can view it?
Possible Questions:
What does "Team Ticket" mean in the Helpdesk?
Who can access tickets listed under the Team Ticket menu?
Can team members see Team Tickets before they are assigned?
Why are Team Tickets visible only to the Team Lead?
Answer: A Team Ticket is a ticket assigned to the Team Lead of a specific team. It acts as the first point of responsibility before the ticket is assigned to any team member.
By default, only the Team Lead can view tickets listed in the Team Ticket menu.
If the Team Lead does not assign the ticket, other team members will not see it in their list.
This ensures better control and structured assignment of tickets.
Steps to View:
Go to the Helpdesk Menu.
Go to My Ticket
Click on Team Tickets card.
Team Lead will see the tickets assigned to them.
2. When a ticket is raised, who is it assigned to first?
Possible Questions:
Who is the default owner of a newly raised ticket?
Does a ticket go directly to team members when raised?
Can tickets skip the Team Lead and directly reach a member?
Answer: When a ticket is raised:
The system automatically assigns it to the Team Lead of the respective team.
The ticket appears in the Team Ticket section, visible only to the Team Lead.
The Team Lead then decides which member should handle the ticket.
Steps:
Requester submits a new ticket.
System checks which team is responsible.
Ticket is auto-assigned to the Team Lead of that team.
Team Lead receives the ticket in the Team Ticket list.
3. How can team members see tickets assigned to the Team Lead?
Possible Questions:
Do team members get visibility of Team Lead’s tickets?
Why can’t team members see tickets in the Team Ticket list?
When will a ticket become visible to a team member?
Answer: No, team members cannot directly see tickets assigned only to the Team Lead.
If the ticket remains with the Team Lead, it is not visible to members.
A ticket becomes visible to a member only when the Team Lead assigns it.
This avoids duplication or confusion.
Steps to Make Ticket Visible to Member:
Team Lead opens the ticket from Team Tickets.
Select Assign to Member field.
Choose a team member.
Ticket now appears in member’s Pending Tickets.
4. How can a Team Lead view ticket details in Team Ticket?
Possible Questions:
Where can a Team Lead see the full details of a ticket?
What steps are needed to open a Team Ticket details page?
What information is shown in a Team Ticket details page?
Answer: A Team Lead can view complete details of a ticket by opening it from Team Tickets.
Steps:
Go to the Helpdesk Menu.
Click on Team Tickets.
Locate the ticket assigned to you.
Click on the ticket card.
The Ticket Details page opens, showing:
Ticket ID
All ticket details
Requester details
Attachments & Comments
Action logs
Ticket related all task
5. Who can assign a ticket to team members?
Possible Questions:
Can a team member assign ticket?
Who has the authority to distribute tickets within a team?
Can tickets be self-assigned by members?
Answer: Only the Team Lead can assign tickets. Team members cannot assign or self-assign.
Steps:
Team Lead opens a ticket from Team Tickets.
Click on the Assign to Member field.
Select the desired team member.
Ticket moves to member’s Pending Tickets.
6. Which field is editable only for the Team Lead?
Possible Questions:
Which fields are restricted for team members?
What special field can only the Team Lead change?
Can team members edit the “Assign to Member” field?
Answer: The Assign to Member field is editable only for the Team Lead.
Steps:
Open a ticket from Team Tickets.
Locate the Assign to Member dropdown.
Select a member
Assigned member now sees the ticket in Pending Tickets.
7. How does the system handle a ticket when it is assigned to a team member?
Possible Questions:
Where does the ticket go once it’s assigned?
Does the ticket remain with the Team Lead after assignment?
What actions can a team member take on an assigned ticket?
Answer:
The ticket remains in the Team Lead’s Team Ticket list even after it is assigned to a team member.
Appears in the assigned member’s Pending Tickets list.
The member can then open it, add comments, upload files, or update status.
8. Who can reassign a ticket to another team member?
Possible Questions:
Can a team member pass their ticket to another member?
Who has the right to reassign tickets within a team?
Can reassignment happen if workload is high?
Answer: Only the Team Lead can reassign tickets.
Steps:
Team Lead opens the ticket details page.
Go to Assign to Member field.
Select another team member.
Ticket moves from old member’s Pending Tickets to the new ones.
9. What happens if a ticket is assigned to a team member who is unavailable?
Possible Questions:
What if the assigned member is on leave?
Can the Team Lead move the ticket back to another member?
Will the ticket stay stuck if the assigned person is not available?
Answer:
Team Lead can reassign the ticket to another available member.
Ticket disappears from unavailable member’s list and moves to the new member’s list.
SLA is not affected since the ticket is always with someone responsible.
Steps:
Team Lead identifies that assigned member is unavailable.
Open the ticket.
Use Assign to Member option.
Select a new available member.
Ticket now visible in the new member’s Pending Tickets.
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