Work on tickets — work queue, take over, reply

What it is for

In the console under Tickets you work through your requests: fixed views with counts on the left ("My tickets", "Unanswered", "Due today" …), the list in the middle, the selected ticket on the right. Setting the status, taking a ticket over and replying to the requester take one click there — the list stays where it is.

What you need

• Cloud or your own relay with the ticket system. In the Cloud it is booked per access; on your own relay it is part of the licence. Free never has it. Whether it is active is shown under Edit tenant → Features (G4).
• A console account that can see the access (the console calls it "tenant").

How to do it

1. In the console open Support › Tickets. The tab Work queue is selected.
2. Choose the access: on the right of the tab bar choose All tenants or a single access. The console remembers the choice in this browser.
3. Choose a view: on the left My tickets, Unanswered, Due today, SLA breached, Without assignee, All active or All — each with its number of tickets. Below them you narrow down by state, group and category.
4. Open a ticket: click it in the list. Show as table switches to the table with columns, grouping and CSV; Show as cards switches back.
5. Work in the ticket (right): - The coloured status button (Change status (s)) sets open, in progress, waiting, resolved or closed — saved at once. - The button labelled Apply takes the ticket over: you become the assignee and an open ticket goes to "in progress". (The English label is misleading — in German it says "take over".) It locks nothing — a colleague can take it over just as well afterwards; the log names the previous assignee. - Reply jumps to the input field of the History. Choose Reply to requester or Internal note, write, optionally with a Text template, then Send reply or Save note. Paste images with Ctrl+V. - Start session starts a session with this ticket number; it is logged in the ticket. - In the menu More (three dots): Open requester view, Log time …, Merge … (G15), Edit properties …. - Further tabs: Memo, Attachments, Linked.
6. New ticket: New ticket at the top right. With "All tenants" the dialog asks for the access.

Keys (only in the ticket view, never in input fields): j / k next / previous ticket, Enter into the ticket, r reply, n note, s status, ü take over, / search.

More room: Full screen hides the menu and header (back with Esc). Open in its own window shows a single ticket in a new tab — you can send that address to a colleague; they need their own sign-in.

How you know it worked

• After a status change the console reports "Status set: …" and the counts on the left change.
• After taking over it says "Taken over." and shows your name as assignee.
• A reply appears in the History as "to requester", a note as "internal".

What the other side sees

The requester only sees replies, never internal notes — in their view via the link in the ticket, and by email if the access's notifications are switched on (G15). With waiting it says "waits for the requester", with resolved the requester is informed, with closed they are asked for a rating.

Good to know

• "Unanswered" means: active and without a human reaction yet, or the last public message came from the requester. "Due today": the resolution deadline ends within the next 24 hours, or the due date is today or earlier.
• The ticket system's settings (deadlines, catalogue, text templates, integration) are in the tab Settings of the same view (G15); key figures are in the tab Overview.
• Users create tickets from the device themselves, also with a screen snippet (F6); they read and answer their own tickets on the device (F7).
• This view has been measured in the mock, not yet with real tickets on the live relay.

If it does not work