BrowserDeskHelp › At the device › F7
Read and answer your own tickets
Under "Tickets" you see this computer's requests and what support has answered — and you can reply straight away.
Preview this guide has not yet been clicked through on a real device. Button names and steps come from the program but may differ in details.
- For
- Person at the device · Employee working from home
- Applies to
- Cloud · Own relay
- Licence
- tickets
- Controlled device
- Windows · macOS · Linux
- from version
- 20261003.3
What it is for
You wrote a ticket (F6) — or your IT created one for your computer. Now you want to know: has anyone answered? Is it done? You can see that right in BrowserDesk. You can also reply there.
What you need
- BrowserDesk on your computer (Windows, Mac or Linux). Your computer belongs to an access.
- Your access has the ticket system. BrowserDesk Free has no tickets.
How to do it
- Open BrowserDesk. Click Tickets on the left.
- On the left you see the tickets of this computer. At the top choose Offen (Open) or Alle (All, including finished ones). Each ticket shows its number and its status.
- Click a ticket. On the right you see your description, your pictures and, under Verlauf (History), the answers.
- Reply: write in the field at the bottom. You can enter your name next to it. Then click Antworten (Reply).
- New ticket: at the top Mit Bildausschnitt… (With screen snip…) or Neues Ticket… (New ticket…) (F6).
What the status means
| Status | Meaning |
|---|---|
| offen (open) | The ticket has arrived. |
| in Bearbeitung (in progress) | Someone is working on it. |
| wartet auf Sie (waiting for you) | Support has a question for you. At the top it says "Der Support wartet auf Ihre Antwort." (Support is waiting for your answer.) |
| gelöst (resolved) | Support thinks it is done. If you reply, it is opened again. |
| geschlossen (closed) | It is finished. For a new matter write a new ticket. |
How you know it worked
After Antworten the message "Antwort gesendet." (Reply sent.) appears at the bottom, and your reply is shown in Verlauf.
Good to know
- You only see what is meant for you: the public answers and your own pictures. Internal notes of your IT are not shown.
- These are the tickets of this computer. Whoever sits at this computer can read them.
- The page fetches new answers by itself every minute.
- At most 30 replies per hour.
If it does not work
| You see | What it means |
|---|---|
| Tickets has a lock: "Das Ticketsystem ist in der Lizenz dieses Zugangs nicht enthalten." (The ticket system is not included in this access's licence.) | Your access has no ticket system. Ask your IT. |
| A lock with "Ob das Ticketsystem lizenziert ist, ließ sich beim Relay nicht ermitteln." (Could not find out from the relay) | Your computer cannot reach the relay right now. Check the internet, try again later. |
| "Wählen Sie links ein Ticket." (Choose a ticket on the left.) | Nothing is selected yet. Click a ticket on the left. |
| An error message with Erneut versuchen (Try again) | The list could not be loaded. Click Erneut versuchen. If it stays, call your IT. |
| "Dieses Ticket ist geschlossen. Für ein neues Anliegen legen Sie bitte ein neues Ticket an." (This ticket is closed.) | Closed tickets cannot be answered any more. Use Neues Ticket…. |