Edit tickets

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You can edit trouble tickets, view detailed information, such as balance of account, services ordered by the user, technical support fee, information about the customer who submitted the ticket (contact person, notification e-mail, username, etc.).

To edit a ticket, locate the one you wish to edit, click the "Edit" icon and modify the settings you want to change.

History

Module «Active tickets»
  • Subject - subject of the ticket.
  • History - a list of messages that were posted in this ticket. You can see a responsible administrator and the date time when the ticket was submitted. You can manage ticket routing in the Global settings module.
  • Assign to a department or admin in charge of this issue - select a department or specialist who will resolve the problem.

Information

Module «Active tickets»
  • Created - date when the ticket was submitted.
  • Last message - date when the last message was posted.
  • Technical support fee - amount due for the technical support provided.
  • Products list - list of products and services the customer purchased. You can see their IDs, description, statuses (active/not active), and associated servers if any.

Account information

Module «Active tickets»
  • Account ID - account unique identifier. More information about this account can be found in the Customer management (Corporate) module.
  • Username - account's username.
  • Contact person - full name of the person who you may contact if necessary.
  • Company - payee (individual or company).
  • E-mail - e-mail of the contact person.
  • Balance of account - current balance of account.
  • Comment - field for additional information related to this ticket.
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