Apply ticket action

A ticket is processed in one or more steps until it is finally solved and closed. To edit a ticket, a ticket action, which is selected from a number of predefined ticket actions, must be carried out. Ticket actions can be applied to a specific ticket if it has been opened - or to multiple tickets at the same time if they are selected in the Ticket list.

Applying a ticket action automatically results in a follow-up status for the ticket, for example, the ticket action "Edit" has the follow-up status "In progress".

The i-net HelpDesk contains a number of standard ticket actions. Depending on how the software is used, there can be additional custom ticket actions or different ticket action names.

Note: The processing of a single ticket takes place after opening it in the conversation list. To edit multiple tickets, a dialog opens in which the ticket action is selected and the detailed text is entered.

Note: ticket actions are expanded and changed in the Configuration application → Tickets → Settings → ticket actions.

Note: All ticket actions, except "Add comment", can be provided with a time entry in the field "Time spent". Depending on the configuration this field is either optional, mandatory or hidden.

Note: The order of ticket actions is determined exclusively by the system. It changes for each user individually with the frequency of use of a ticket action. For example, if the ticket action "Edit" is used significantly more often than "Close", it will be placed further up in the list of ticket actions.

Ticket Action: Send Email ('E-Mail versenden')supporter

The ticket action "Send Email" is available if the i-net HelpDesk server is configured to send emails. The follow-up status of the ticket action is "Email Sent".

The sender and recipient of the email are pre-assigned in the "Participants" field. If the focus is set into this field, the additional fields Sender and To appear as well as a link to show the fields CC and BCC.

The email to be sent can contain a changed subject.

Note: When sending the email, you can additionally choose to close the ticket immediately or after 14 days.

Ticket Action: Edit ('Bearbeiten')supporter

The ticket action "Edit" is used if the ticket cannot be solved immediately. A partial step is necessary. The content and result of the substep are recorded in the text field.

The ticket action "Edit" has the follow-up status "In progress".

Ticket Action: Close ('Beenden')supporter

With the ticket action "Close" the processing of a ticket is completed. The ticket thus changes to the status "Done". A ticket that has ended can no longer be processed. If the process is not yet complete and further processing is required, a user of the group Dispatcher has to open the ticket with the ticket action "Reactivate" ('Auftrag reaktivieren').

Ticket Action: Forward ('Weiterleiten')supporter

The "forward" ticket action moves the ticket from one resource to another. Here, the transfer from one area of responsibility to another takes place. Specifying the destination resource of the forwarding is mandatory. The subsequent status is "Forwarded".

Note: As the subsequent status, the previous status of the ticket can also be retained instead, for which there is a corresponding checkbox.

Ticket Action: Take over ('Übernehmen')supporter

An employee takes on this ticket to process it. It has not yet been determined whether and when the resource staff will proceed. With the entry of the ticket action "Apply" by one employee, all other employees see that the ticket is reserved from their colleague.

The subsequent status of the ticket action is "taken over" ('Übernommen').

Note: the automatic escalation of this ticket (if configured) is stopped when the ticket action is applied.

Ticket Action: Submit again ('Wieder vorlegen')supporter

With this ticket action, a resource can have a ticket submitted again at a later point in time. The date and time of the resubmission are mandatory. The ticket action "Submit again" has the follow-up status "Resubmission".

The resubmission is used if, for example, there has been an agreement to wait for a later time to solve an issue or the person who can solve the problem is on vacation.

The ticket will not be escalated automatically until the specified time for resubmission. However, if this time has expired, the automatic escalation will start again. The job would be escalated to another resource after the escalation time expired and the ticket was not processed.

When the time for resubmission is reached, the order status changes to "Confirmed".

Note: As a reminder, an email can be sent to the resource's email address at the time of resubmission.

Note: Tickets with the status "Resubmission" are no longer displayed as "Open orders" by default. This behavior can be changed by an administrator in Configuration.

Ticket Action: Appointment arranged ('Termin vereinbaren')supporter

If a fixed appointment is agreed upon, for example for a call back, then the ticket action "Appointment arranged" should be used.

The ticket action "Appointment arranged" has the follow-up status "Appointment arranged".

Note: The difference between the ticket actions "Appointment arranged" and "Submit again" is that for further processing with the first one it is agreed to be active at the specified time, while in the other case only a reminder occurs (the ticket appears chronologically at the top of the ticket list).

Note: There is a view to display tickets with appointments in the future.