Easily track detailed information relevant to every IT support issue.
The ticket window provides information and actions required to track a support claim, including the ticket summary, open/closed status, due date, current owner, category, priority and type, as well as the requester history, current system outages and broadcast messages, related knowledge base articles, tasks, and file attachments.
|Ticket Window >>
Tasks track every action and result encountered in the process of resolving an issue.
Requester History displays relevant end-user information, including contact information, office and hours, VIP status and special note, and a complete ticket history -- including an indicator for currently open tickets.
Due Dates are calculated intelligently, taking into account ticket priority, emergency status, and requester office hours to select the most appropriate date and time.
Quick Tickets are templates that make creating common tickets efficient and prevents user input mistakes.
The Ticket Wizard automatically prompts the analyst with specific questions or important information for different types of tickets, and is fully customizable.
Locking occurs automatically when a ticket is opened, preventing others from changing information until the analyst is through working with the ticket or it becomes inactive -- other users can view the ticket in a read-only mode and administrators can unlock any ticket at any time.
The Escalate Button allows analysts to change ownership of a ticket to their supervisor or users and queues related to the ticket's category.