Reading a ticket

Click a row in the list: the ticket page opens. At the top the number and the subject, below the conversation — the customer’s messages and your replies, in order of time. On the right, the «Details» column.

The «Details» column

From top to bottom:

• Who wrote, in full. The name is a link: it takes you to their card in «Clients», where you see whether it is the first time or the tenth.
• «Cc» — the addresses the customer put in copy. Your replies go to them too, and if one is added in a later email it stays as well.
• «Channel» — where it came in from: «Email», «Web» (a form or the request area), «API», «Automatic».
• «Created on», «Last activity», «First reply».
• «First reply due» and «Resolution due» — the promises, if a response-time policy wrote them on the ticket. Until something happens you see the deadline; afterwards you see the verdict, «Met» or «Missed». A deadline gone by without a reply is marked «overdue».
• «Status» and «Priority» — as coloured badges.
• «Assigned to» — who is working on it, and since when they took it. Below, if there is one, the «Co-assegnatario».
• «Watchers» — who gets an email at every customer reply, status change and reassignment.
• «Reminders» — your note with an alarm on this ticket. See Reminders.
• «Internal note» — the space to write to colleagues. See Internal notes and mentions.

The customer’s rating

If the request has been closed and the customer answered the survey, their rating sits at the top of «Details», before everything else: a face and a line — «The customer said they were satisfied», the customer said “so-so”, or «The customer was not satisfied» — with their comment in quotes, if they left one.

Attachments

Every attachment in the conversation has «Open» (a preview in the page, for images and PDFs) and «Download». If the preview does not work, the page says so and the download remains.

A document sent from the library carries a label next to it: «Outdated version» if a newer version was uploaded to the library after sending, «No longer in library» if it was removed. The customer still received the copy of that moment.

Questions this guide answers

• what is inside a ticket
• where do I see who wrote
• what does channel mean
• what are the deadlines on the ticket
• what does met or missed mean
• where do I see the customer's rating