Actions

Actions can be performed on ticket(s) to change their look and feel or to change their behavior. Actions can be performed for a single ticket or for multiple tickets that are selected from the ticket views. You just need to (i)select the ticket or multiple tickets, (ii)choose the action you want to perform on the ticket(s) and click on (iii)Change button to apply that action.

To perform actions on tickets navigate to the following path:

Below is some explaination of each action that can be performed on ticket(s).

• Stick Ticket(s): Stick means to keep the ticket on top of the ticket list, regardless of the time it arrived on or the priority it has. You can stick the tickets that you want to monitor intensively.

• UnStick Ticket(s): UnStick is to release stick option so that ticket is put into regular order in the ticket list.

• Delete Ticket(s): Allows you to delete the selected ticket(s).

• Block E-mail: Allows you to block the email address from which the ticket was received.

• Change Status To: Allows you to change status of selected ticket(s).  You can change the statuses to Active, Waiting, Closed or Cancelled.

• Change Department To: Allows you to switch department of the selected ticket(s). For example, if a ticket has been placed in the support department, but it should actually be for the billing department, you can change its department by selecting the ticket (s) and then after selecting the target department, click on Change button to switch department of the ticket.

• Assign Ticket To: Allows you to assign the ticket to specific help desk agent user.

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