#The Tickets list
Columns #, Subject (with the requester), Team, Stage (blue while open, green when closed), Priority, SLA and Created. The SLA column carries two badges — R (first response) and X (resolution): green met, gold pending, red breached; hover for the due time. Filter by Team, Priority and SLA status (Breached only / On track only); tick Include closed to see resolved tickets.
#Raising a ticket
New ticket (from the rail, the hub or Help → Helpdesk):
| Field | Notes |
|---|---|
| Subject * | A short summary. |
| Description | The detail. |
| Raised by | A customer (then pick the Customer) or Someone on the team (pick the Colleague). |
| Request type | Sets the numbering prefix and suggests the team. |
| Needed by | A deadline the requester has asked for. |
| Team * | Which queue owns it. |
| Priority | Low, Normal (default), High, Urgent. |
| Channel | Web (agent created), Customer portal, Email, Phone, Chat. |
| Assignee | Or leave Unassigned. |
| Initial reply (optional) | Sending an opening message marks the first response immediately — the fastest way to stop the first-response clock. |
Attach screenshots or logs, then Create ticket.
#Working a ticket
The ticket page shows the number, subject, priority, any breach tag and a Resolved tag; Edit ticket and Delete ticket; and:
- Description — the original request.
- Activity — comments and every change made to this ticket, in date order. Reply in the composer (What did you find? What happens next?); choose Internal note (agents only, shaded) or Public reply (sent to the requester by email).
- Controls — Status (the team's stages), Priority and Assignees, each saving instantly.
- Details — Deadline (the SLA due times and whether they were met), Type, Responsibility, Raised by, Resolved and Tags.
Moving a ticket into the team's closing stage (Solved) marks it resolved and stops the resolution clock.
#Claiming a ticket
If a ticket is assigned to someone else and you want to take it, click Claim this ticket. The current assignee (and the hub's Claims to review) sees the request — Claim sent — an assignee will hand it over — and the ticket shows Claim pending until they accept.