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TicketsActive

The following information is derived from the plugin description.

The Tickets application provides the central processing of inquiries and orders - i.e. tickets - of the i-net HelpDesk.

The information about individual tickets is displayed in a structured way and an intuitive as well as concentrated processing is enabled for all users directly in the same interface. The interface offers a high degree of customizability and personalization, be it through views (filtering and grouping of tickets), structure of the list of tickets (selectable layout, sorting across all fields) or the preview with inquiry or last editing text as well as adjustable properties. The detail view of a ticket contains the conversation list, which can be limited to a pure conversation with the customer or displayed with all intermediate steps. The list is supplemented by flexible, user-adjustable extensions in which, among other things, the ticket fields and attachments are edited. The entire chronicle of a ticket is displayed in a detailed timeline. It also shows which step is currently being edited and jumps directly to a step in the conversation list with a click. Multiple supporters can view a ticket. A write lock in the ticket is only valid for the duration of an edit, e.g. adjusting fields, dispatching to another resource or composing an email response. Searching for tickets is easy and efficient. The search supports phrase searching as well as field searching. The suggestion function takes into account the current view, as well as the user's permissions. Each search can be saved as a view and shared with colleagues. Searching within a ticket is also possible and allows direct jumping to the results found.

The Tickets application provides a modern, web-based interface for editing tickets, which can also be used on mobile devices such as tablets or smartphones. Using an HTTPS connection and a supporting browser, the Tickets application can be installed on the desktop. All content in the application - such as ticket status, supporters who have opened or are currently working on the ticket - updates live.

Changelog Information

Changes in version 26.4

  • With the new dashboard function, you can display your own and shared dashboards in the Tickets application. Which dashboards are displayed depends on the permissions of the respective users. Each user can control the display of individual dashboards via the view settings.
  • Major improvements to AI logic and context size, particularly for summarizing tickets and for generating suggested replies. (Only applicable if you have the AI plugin activated and set up)
  • Added per-feature activation toggles and a "Default" provider option for ticket list AI features (suggest, summarize, rewrite, knowledge base entry creation).
  • In an open ticket, changes to associated users, linked tickets, fields, and field values are updated live.
  • The creation of new emails via the timeline has been consolidated into a single menu item.

Fixed Bugs

  • Fixed an error that could occur when using AI features when the knowledge base plugin was deactivated.
  • Editing a view with an existing icon removed the image.
  • When a client wakes up from standby mode, tickets may have appeared twice in the view.
  • When the "No default recipient address when composing new email" option was enabled, no signature was entered either.

Changes in version 25.10

  • The behavior and display of the unread information of a ticket has been improved:
    • Whether a ticket is read or unread is independent of the status of the ticket.
    • A ticket, regardless of its status, can be marked as unread or read at any time from the ticket or via a selection in the list of tickets.
    • A distinction is made between a supporter and an end user; end users can now read a ticket independently of the supporter, can recognize changes by the unread mark and can mark a ticket as read/unread for themselves.
    • Individual editing steps are marked as read/unread.
      • This is indicated by a colored bar on the left-hand side of the conversation and in the timeline.
      • Only parts of a ticket can be marked as unread. For this purpose, there is the "Set ticket unread from here" action on a conversation step. This action marks the current and all newer steps as unread and then leaves the ticket.
      • If a new unread step is added to a ticket during processing, this is indicated by a note at the top. Clicking on the note scrolls the view upwards.
    • For actions, you can set in the configuration whether the action sets the unread marker for supporters and/or end users when applied. Specially defined actions therefore also allow you to control whether a ticket is unread.
    • If a ticket is opened, it is marked as read after 5 seconds if write access to the ticket exists.
    • Editing tickets from the list (deleting them directly, performing ticket actions on multiple tickets) marks the selected tickets as read as soon as the action is performed.
  • When applying the "Forward" and "Authorize" actions in an open ticket, you can also select whether the ticket should be left after the action. For newly created tickets, there is also the option of not opening the ticket at all after authorization.
  • Multiple new optional AI features added - they become active when connecting the i-net HelpDesk to an AI provider, whether an external one such as the EU-centric Mistral or an locally running LLM hosted in Ollama.
    • AI Ticket Summary Feature: when in a ticket, there is a new toolbar button to ask your AI provider to summarize the entire ticket for you. This can be additionally customized in the Configuration.
    • AI Answer Suggestion: when answering an email step, there is a new button in the editing step for asking the AI provider to suggest an answer to this email. To do so, the knowledge base and/or similar previous emails are searched and provided to the AI as context. This can be set up in the Configuration.
    • AI Rewrite Assistant: when in the ticket editor, after selecting text, you can choose to rewrite or improve the tone, the spelling, and/or the grammar of the text. This can be customized in the Configuration.

Fixed Bugs

  • Action "Unterschreiben" is no longer possible for closed or deleted tickets.
  • When summarizing tickets, bundled tickets were not included when supporters were running the summary.
  • Tickets were no longer set as read if the processing of the ticket had already been started in the initial 5 seconds.

Changes in version 25.4

  • In conversation steps, there is a new option "Start New E-Mail with Quotation" to write another email to the ticket owner with the quoted text of the current editing step.
  • When starting a new email via the timeline, you can choose whether the texts of the selected steps should be quoted or inserted as originals.
  • In an open ticket, some extensions already display information about whether and how much data is contained, even when closed.
  • As soon as the "Unterschreiben" action has been enabled for users in "Users and Groups", a signature can be added via the tickets application using a mouse, pen, or finger input in a corresponding editing step.
  • The question to open newly created tickets can be set in the configuration and offers the possibility to open new tickets in a new window/tab in the Tickets application.
  • The extension for direct linking offers an improved search function. Similar to the search in the Tickets application, search tags can also be used here, with relevant suggestions being displayed. Additionally, the extension allows tickets to be found via a direct ticket URL.

Fixed Bugs

  • Performance improvement when loading ITIL tickets in the "Links" extension.
  • Tickets that are part of a process are now filtered out from the list of linkable ITIL tickets.
  • Copying the content of editing steps via the timeline is only possible when using HTTPS.
  • The entry "Own New Ticket" was not always displayed.

Changes in version 24.10

  • If categories have assigned resources in the configuration, the takeover of the resource can be controlled during ticket creation and editing. The behavior can be changed in the configuration of the categories. By default, supporters are asked in the tickets application whether they want to take over the assigned resource when changing the category.
  • Ticket views that have been grouped by, e.g. resource, and thus support a hierarchy, can be configured to contain only the directly assigned tickets instead of all tickets, including the ones of sub-resources.
  • Additional information about an editing step is displayed in the conversation if the space is available. These can be: Details, Duration, To, From, CC, BCC.
  • Additional information is optionally displayed in the timeline, which is organized in a settings dialog. The columns, the order and a display option are adjusted there.
  • A selection of processing steps in the timeline provides - depending on the type of steps - the actions ''Print'', ''Copy text'', ''Reply'' and ''Reply to all recipients'' and the creation of a ''new email'' with the text of the step.
  • The search functionality on the ticket page now includes a feature that extends the search scope to include the details of a ReaStep.
  • In the standard and expert layout of the ticket list, the sorting of the "Ticket" column can also be changed in the column header. It is rotated through the columns it contains. A click with the Shift key pressed only changes the sorting direction.
  • In a ticket view with tabs, attachments can be dragged into the conversation tab, for example, even if this is not the active tab. When dragging an attachment, the mouse must be moved over a tab to switch to it immediately. If an edit is active there, the attachment can be inserted directly.

Fixed Bugs

  • Deactivated users were selectable for ticket shares even though it had no effect since they had no access to the ticket system.
  • With small display sizes on mobile devices, it was sometimes not possible to edit tickets once the keyboard was displayed.

Changes in version 24.4

  • Supporters can re-select the owner when creating a ticket without having to reopen the dialog and lose previous entries.
  • Open field 5 can now be edited as multiline.
  • The simultaneous execution of actions on several tickets no longer aborts at the first error. An attempt is made to process all selected tickets. If errors occur, these faulty tickets can be processed again or the execution can be canceled for them.
  • Tickets in the list can be opened in a new browser window/tab by clicking on the middle mouse button.
  • The "Links" extension is shown by default.
  • The indication of whether duplicate content is expanded or collapsed has been improved. The hiding of duplicate content can be deactivated in the ticket via the menu.
  • The HTML editor supports the indentation of paragraphs.

Fixed Bugs

  • Inserted images in the ticket text editor with the same file name of existing images were recognized incorrectly.
  • The prefixes "Re:" and "Fwd:" did not differentiate whether a reply was sent to an editing step or a new e-mail was created.
  • The user history was no longer displayed when creating new tickets.
  • The button to authorize but not send auto-mails to users when authorizing an existing ticket was not handled correctly. Auto-mails were sent to users anyways.
  • Keyword "Attachments" did not appear in ticket search field.
  • When new tickets were added to a view, in rare cases the data was not updated correctly and some texts within the tickets were assigned incorrectly in the list.

Changes in version 23.10

  • Sorting in views is only saved for these views. With the extra entry "Apply to all views" the current sorting can be applied to all views.
  • The ticket preview supports a third view option to show the previous editing steps and texts.
  • Supporters can share tickets with individual users or groups for reading and/or writing. The action "Freigaben ändern" must be allowed.
  • The effort of the steps of a ticket can be changed by supporters afterwards, if this has been activated in the configuration.
  • The new "Preview Text" column can be displayed in the ticket list and ticket details for all layouts.
  • The Task Planner ticket export job now has a setting of whether to export ticket steps along with attachments, only attachments, or ticket steps without attachments.
  • In the ticket details, the ticket reference can be copied to the clipboard with a single click.
  • Clicking on an already selected view closes an open ticket so that the list of tickets in the view becomes visible again.

Fixed Bugs

  • The recipients for sending an e-mail were not filtered based on the "Improved Multi-Tenancy" settings.
  • When authorizing new tickets, it was no longer possible to suppress auto mails to end users.

Changes in version 23.4

  • Ticket change notifications are automatically closed when the preview or the ticket itself is opened.
  • Added function to enlarge the ticket editing area.
  • When creating new tickets, the Save action is immediately changed to "Save and authorize" as soon as a resource has been selected. Creating tickets without authorization is still possible by not specifying a resource or by explicitly selecting the "Save" action.
  • If the action selection bar in the editing interface of an opened ticket has limited space, not all actions can be displayed side by side. Only additional actions are now collected in a dropdown menu. Until now, this menu contained all actions, even if they were duplicated.

Fixed Bugs

  • The tabbed layout did not show the content correctly when the ticket extensions is hidden.
  • Linking to read-only tickets was not possible.

Changes in version 22.10

  • When forwarding emails, an additional header with the sender's details is added
  • Improved handling of searching in the ticket using the keyboard.
  • All links of a ticket are now listed in the "Links" extension. Having the action "Tickets verknüpfen" allowed, links can be created and removed.
  • The action "Create new ticket from step" is no longer dependent on the permission to edit texts later on. It will now always be displayed if you are allowed to create new tickets.
  • Added utf16 recognition for previews of plain text attachments
  • The footer of an editing step is now permanently displayed and shows, in addition to the date, the number of contained attachments. A click on it jumps to the list of attachments.
  • In the "Timeline" extension of the ticket editing, the time information can be changed from relative times to absolute values.

Fixed Bugs

  • Fixed the empty sender selection in Quick Tickets when using a follow-up step for email sending.

Changes in version 22.4

  • The field E-Mail of the ticket owner is now available to be added to the tickets list or set visible in the tickets owner panel
  • Zip attachments will now display a preview this the list of containing list and folder. Downloading single files from the archive is also possible.
  • Attachments of the inquiry step or last step of the ticket are now available from the preview
  • Reworked actions as toolbar buttons in the list of tickets
  • Added "Delete Directly" action for faster removal of e.g. spam messages
  • The usage of the actions in the ticket and the overview of the tickets is now counted independently of each other
  • Added a menu entry and task planner job to export a ticket as archive, including the as PDF printed report and attachments
  • The display of processing steps has been extended. Links to Quick Tickets, for example, are now additionally displayed and steps that belong to one operation are grouped visually.
  • When selection a user for a new ticket, the user history will be loaded to show the last tickets of this user or location
  • When creating tickets, knowledge base articles are now suggested for the entered subject (can be deactivated)
  • Supporters now are also able to create new users while starting a new ticket
  • Details of system steps are now also displayed in a popup
  • When answering a ticket, the "sender" email dropdown box now correctly handles the "Sending Emails" configuration setting "Take sender from..." as well as "Use current user display name for alias".
  • Inserting autotexts into mail sending actions of a step is now adding the corresponding attachments
  • Supporting attachments of auto texts for ticket creation

Fixed Bugs

  • Fixed the editable tickets fields to allow custom values if configured
  • Fixed a bug where the auto texts panel is not visible on mobile phones
  • Fixed display of attendees of calendar attachments
  • Fixed an error that occurred when creating a new ticket from an existing editing step

Changes in version 21.10

  • The function 'Search in ticket' has been added to the ticket page options menu or with the key combination Ctrl+F.
  • all search results are marked in the conversation steps and can be switched through with the key combination F3
  • all steps that contain search results are marked in the Timeline extension as well
  • Problems when opening a ticket with a double click reduced
  • Several stability improvements
  • Another use case is taken into account when replacing the auto text on finding the key via F3.
  • Ticket creation can be disabled for users when removing the access to the according action in Users and Groups
  • When answering an email, the "Re: " prefix of the subject now contains a whitespace
  • Added preview for vCalendar files
  • Added preview for PDF files
  • Set initial cursor into editor when starting an action like edit or answer
  • Preselect a resource from the set category when authorizing an inquiry
  • Show the real ticket count up to 9.999+ in the view tree

Fixed Bugs

  • Fixes for attachments previews on mobile devices
Version: 26.4.321 (2026-08-07)
i-net HelpDesk
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