Ticket Actions represent a series of activities that can be performed on a ticket. Each ticket action can change the Status of a ticket, e.g. a ticket gets the status "In Progress" after the ticket action "Edit".

All ticket actions are initially available for all users of i-net HelpDesk. However, ticket actions that should only be visible to the supporter can be hidden from the end user.

Note: Various ticket actions are used internally by i-net HelpDesk and cannot be deleted. However, renaming them is possible. For the same reason of internal use, the resulting status that a job takes after this ticket action also cannot be deleted.

Note: The term Supporter is used for users who have write access to resources or who have been assigned the Dispatcher role.

The main Ticket Actions view lists all configured ticket actions and, if applicable, indicates when it is displayed to the end user. Ticket actions are edited and deleted by double-clicking or using the menu button.

To add new ticket actions, the Add Ticket Action... button is available at the bottom of the list.

A ticket action consists of the following information:

• Name - the display name of the ticket action in the interface.
• Status - the resulting status of this ticket action
• Do not show editing steps of this ticket action to the end user - option to hide editing steps of the ticket action from end users - see Visibility of the editing steps of a ticket action
• Text input required - force to enter a text during the editing process
• Billing type, Flat Rate type and Flat Rate - see Costs per ticket action

Note: Some of the previously mentioned options are not available for ticket actions to be considered internal.

It is possible to control for each ticket action whether the processing steps created by it are visible to the user. In principle, there are two levels of visibility:

• All Supporters - but not the end users (users without permission to edit tickets).
• All users - no restrictions have been set.

Ticket actions whose editing steps are hidden from the end user are used for internal editing and communication in the team of supporters. These editing steps are also not displayed in an e-mail automatically sent to the end user - e.g. when the ticket is closed.

For billing purposes each ticket action can define which costs are associated with it. For this purpose, a combination of flat rate and hourly rate is selected with the Billing type selection.

Thus, only a Flat Rate, only an Hourly Rate, or a combination of Flat Rate and Hourly Rate can be selected.

The hourly rate is calculated based on the entered processing time on the ticket, as well as the hourly rate of the resource.

Example: The ticket action "Edit" takes 2 hours. The cost of the resource is 65€ per hour. Then a cost of 130€ is incurred for this one ticket action.

A flat rate is charged either statically or depending on the user. The option Flat Rate type defines the value "Flat Rate" (fixed) or "Lump-Sum-X" (dynamic).

• An "Own flat rate" can be entered directly in the following input field flat rate and will now be charged permanently.
• With the selection of "Lump-Sum-X" the user profile of the ticket creator will be used flat rates.

Example: The self-defined ticket action "Flat Rate" is assigned a cost of 50€. This makes the cost of this ticket action a fixed 50€, regardless of how long it took the supporter to solve the problem.

Note: The name of the fields "Lump-Sum-X" can be changed in the Configuration application → Ticket → Settings → User fields, for example to map the "Travel costs". The "Travel costs" can now be defined for each contractor.

The combination of hourly rate and flat rate is calculated.

Example: Flat rate 50€, hourly rate of the resource 75€. If now a supporter was 2 hours at the customer, so costs of 200€ have been incurred.