> For the complete documentation index, see [llms.txt](https://help.quickappflow.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.quickappflow.com/product-guides/employee-helpdesk/manage-ticket.md).

# Manage Ticket

Once ticket is raising its goes through approval cycle which is configured in workflow

After ticket is raised its shows in My tickets of whose raise ticket in **My Dashboard** and **My Ticket**

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FyYUYX7CKqtcxXCZxFLcU%2F0.png?alt=media)

After click on **View** button user is able to open ticket details page

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FIo9L64iCojZuvc8jLZDg%2F1.png?alt=media)

In ticket details page shows all ticket details like ticket details, Requester details, Action log and task

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2F8JP8nMSyULJOOyfGG85Q%2F2.png?alt=media)

When ticket is raised, initiator is able to see **Cancel** and **Update** button to update cancel request

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FWoWIsJrXAjMTga69k2vq%2F3.png?alt=media)

After ticket is raised its assigned to **Support Team** and its shows in **Team Tickets**

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2F9PMdIkCIl2DBLQL6GCMN%2F4.png?alt=media)

**Support Team** will open ticket details page and assign ticket to any member of Support team

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FZwOIFet6f1Ir5ErQzz45%2F5.png?alt=media)

When ticket is assigned to support team member then ticket shows in **Pending Tickets** of that member

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FGyBABF3ji4AvWl0LxoPR%2F6.png?alt=media)

When ticket is assigned to Support team member it shows **Open** status and 4 actions **Cancel**, **Update, Complete** and **Reject** in ticket details page

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2F7SzexLyiymxjK9aU27DD%2F7.png?alt=media)

Support Team member is able to add **Comments** and required **Attachments** and its shows in **Action log** of ticket details page

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2F7gZMwOyTrxZU8sv3qsq6%2F8.png?alt=media)

Support team member is able to update status with according ticket progress first it shows **Open** status

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2F5zqiBW29VqWhoQNK52aV%2F9.png?alt=media)

When Support Team(Approver) start working on ticket they will update **In Progress** status

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FZZ8JVYfhZJzcGk0De0d9%2F10.png?alt=media)

If support team member (Approver) needs any other details from requester then he will update **Awaiting User Info** status

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FhtcBwcrwTAHXOTTHmrZT%2F11.png?alt=media)

When Requester added input or needed details in ticket details page its status automatically changed **Awaiting Customer Info** to **In Progress**

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2Fz1Mo3sUy6Tio1J8l86q7%2F12.png?alt=media)

If Issue is resolved, then support team member(Approver) update **Resolved** Status and it shows 6 actions

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2Fa5TdgZ4XHld2loYyhxPf%2F13.png?alt=media)

If issue is not resolved, then he will click on **Not Resolved** action and Status will be changed to **In Progress**

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2F1F93NUKeOSFsQoPYZkTO%2F14.png?alt=media)

If issue is resolved, then Approver will click on **Close** Action and ticket will comes in **Completed Tickets**

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FvqwMuITRiz3nmBZUSaqu%2F15.png?alt=media)

Requester or Initiator is able to **Reopen** ticket after ticket is closed

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FyPZYsUNPkbDdRfXXrleF%2F16.png?alt=media)

When Requester **Reopen** ticket, its status changed to **Open** and tickets will again be assigned to Support team (First Approver)

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FUZspTFaWLS9JfAIUAkXk%2F17.png?alt=media)

Once the ticket is Closed, Initiator is able to fill up Feedback form

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FsXQflmtdxFOwccAekVXi%2F18.png?alt=media)

All Approvers is able to manage task related to that ticket in ticket itself

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FmVHUCkcVj8skTjys6VtB%2F19.png?alt=media)

You can check all assigned task in **My Ticket**

![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FmfrV9YA2sTTsFPITH6EI%2F20.png?alt=media)