Support Help

Ticket Detail View

After creating a ticket, the Ticket Detail Page will contain the information listed below.

Ticket Id a unique number is created for every new ticket which is displayed besides the subject of the ticket.

Ticket Owner, Priority and Status values you have selected are displayed under the respective tabs.

In the Ticket ID detail box, there is an option to Move, Edit and Delete. When you click Move, departments other than the current department of the ticket are listed. Select any of the department to move this current ticket in that particular department. Click Edit or Delete link to perform the respective action.

Click which displays the details you have provided to create the ticket. If you have filled all the predefined fields of the ticket, then in the Ticket Details page, the below information are listed:

  • Email id of customer or contact.
  • Phone number of customer.
  • Product name associated with the ticket.
  • Created by: Agent who created the ticket with created date and time.
  • Modified by: Agent who modified the ticket with modified date and time.
  • Due Date within which the response should be sent to the customers.
  • Mode of customer contact with the support center.
  • Category: Specified category of the ticket is displayed.
  • Sub Category: Specified sub category is displayed.
  • If you have created any custom field and filled value for the same, then the detail is also listed here.
    To know more about custom field, visit Add Custom Field.
  • The Description and the image attached details are listed. You can also view or download the attachment from this details page.
  • In the right pane of the Ticket Detail Page Due Date, Contact Information, Overdue Task and Ticket Pending for Approval are listed.

Due Date

When you select the due date for the ticket or if there is any SLA applicable, then this detail is listed as due on ... and late by if the due date is over.

Contact Information

The Contact information for the ticket are listed with the below details.

  • Contact Name
  • Account Name
  • Phone number of the contact
  • Email address of the contact

Overdue Task

If you create any task, with a due date set, then this detail is displayed with the Due on information.

Ticket Pending Approval

If you (the agent) send this ticket for approval, then this info is displayed with the From and To details.