Handle tickets as an agent
As a help desk agent you move tickets along: assign them, change their status and priority, split them into tasks, record what you did, and archive tickets you no longer need in the queue.
Before you start
- You need permission to edit help desk tickets to change status, priority and assignment. Archiving and restoring needs permission to delete help desk tickets. Organization owners and system admins can do everything.
- There must be at least one ticket in the queue.
Steps
Open a ticket
In the sidebar, select Help Desk, then select a ticket's Ticket ID. The ticket opens with tabs on the left (Comments, Files, Tasks, Logs, Resolution) and the Ticket Information panel on the right.
Change the status
In Ticket Information, choose a new Status: New, In Progress, In Review, Resolved or Rejected. The change saves straight away and a line such as "… changed the status from New to In Progress" is added to the conversation. Choosing In Review also assigns the ticket to S&R Admin.
Change the priority
Choose Low, Medium or High under Priority. This also saves at once and is noted in the conversation.
Assign the ticket
Under Assigned To, choose Unassigned, Dalfin Team, S&R Admin, Myself or A User in the Organization.
- For Dalfin Team, you can then pick a Team Member (or leave it as "Anyone on the team").
- For A User in the Organization, pick the User; the ticket is only assigned once you have chosen someone.
Handler at the bottom of the panel shows who has the ticket now.
Reply to the person who raised it
On the Comments tab, type your message and select Send.
Split the work into tasks
On the Tasks tab, select Add Task. The Add a Task window has the same fields as a new ticket. Each task appears in the list with its own status and priority; select it to open it.
Record what you tried and how it was fixed
On the Logs tab, select Add Log to record what was tried and what it showed. On the Resolution tab, select Add Note to write down how the problem was fixed. Each note has a Title, a Description and optional Attachments, then Submit.
Close the ticket
Select Close Ticket at the top of Ticket Information. The ticket is marked Resolved, and no more messages, tasks or notes can be added. Select Reopen Ticket to open it again.
Edit the ticket details
While a ticket is open, select Edit at the top of the page to change its title, description, type, department, due date or attachments, then select Submit.
Archive tickets
In the queue, select the checkboxes next to one or more tickets (or the checkbox in the header to select the whole page), then select Archive with the number selected. Confirm in the window. You can also archive one ticket from its Actions menu. Select Archive in the toolbar to see archived tickets, tick them and select Restore to bring them back, and Back to queue to return.
Tip: Due dates that have passed on open tickets are shown in red in the queue. Select a column heading such as Priority, Status or Due Date to sort by it.
Archived tickets leave the queue. They can be restored from the archive, but deleting a message or a note cannot be undone.