Reply, reassign and close the ticket

Transcript

Select a time to play the video from that moment.

1. 0:01

   This video follows Log your first support ticket. A ticket is only finished when someone works on it and closes it, so let's take your first ticket from open to closed.

2. 0:12

   First, sign in with your username and password.

3. 0:30

   In the Customers menu, open Tickets, then Tickets. Type part of the title in the Issue box, set Status to open, click Apply Filters, and click the ticket to open it.

4. 0:46

   Below the history, choose Reply, write what you found and click Submit. The comment stays inside your team, so nothing is e-mailed to the customer, and everyone can see how far the work has got.

5. 1:09

   To pass the ticket on, choose Reassign. Pick the team in Workgroup and the person in User, here yourself, add a short note and click Submit, so everyone knows who is handling it.

6. 1:32

   Once the problem is fixed, choose Resolved, write a short closing note and click Submit. The ticket is now closed, so the reply box gives way to Reopen Ticket, which brings it back if the customer returns.

7. 1:59

   Back in the Tickets list, set Status to closed and apply the filters. Your ticket is listed as closed. Once you have many tickets, the SLA Dashboard is the place to watch how quickly your team responds.

8. 2:14

   You have handled your first support ticket from start to finish. Next, log the problems your customers report as they come in, and keep the Tickets list down to the open ones your team still has to work on.