Introduction
The Close Tickets section provides access to tickets that have been closed. It keeps closed records separate from active ticket lists while allowing authorized users to review ticket details and history when needed.
Resolved tickets are automatically closed after three days. So you can see all closed tickets in seprate Close Ticket module
Users can click a ticket subject to review its details and available history. Access to closed records
This section helps users maintain access to historical ticket information without cluttering active worklists.
Navigation Path: Sidebar > Ticket > Service Ticket > Closed Tickets
Viewing Closed Tickets
Step 1: Open Sidebar > Ticket > Closed Ticket.
Step 2: Review the ticket card, including ticket ID, subject, VIP indicator (when shown), knowledge-base AI icon , SOS (Sentiment Analysis), requester, department, task count, TAT, status, timestamps and assignee.
Step 3: Use Search Ticket or Filter to find an closed record. Click the view icon on the required card to open its details.
Step 4: Click Ticket History to review the recorded events for the archived ticket, where available.
Figure 3.8.1: Closed Ticket list
Creating a Ticket
You can create a ticket directly from Closed Tickets when the Create Ticket button is available.
Step 1: Click Create Ticket. The Create Ticket form opens.
Step 2: Select the required Company, Department, User (Ticket Raiser) and Problem Category. Complete the other fields as applicable.
Step 3: Enter the subject and ticket content. Add a device, reply-to account, seat number, tags, attachments or CC email addresses when needed.
Step 4: Review the information and click Create. Close the form without saving if you do not want to submit the ticket.
Figure 3.7.2: Create Ticket form
Table 3.7.1: Create Ticket fields
| Field | Mandatory | Description |
|---|---|---|
| Company | Yes | Company under which the ticket is raised. |
| Department | Yes | Department responsible for handling the ticket. Only departments enabled for tickets under Sidebar > Ticket > Ticket Configuration are listed. |
| User (Ticket Raiser) | Yes | User for whom the ticket is created. You can change it to the person on whose behalf you are creating the ticket. This option is enabled only if you have permission to create tickets for others under Sidebar > Ticket > Ticket Configuration. |
| Problem Category | Yes | Category used to classify and route the ticket. The list depends on the selected department and is configured under Sidebar > Ticket > Problem Category. |
| Priority and TAT | Yes | Ticket priority and target turnaround time (TAT), in hours. These are loaded from the selected problem category. They can be changed only by users who have permission to change the TAT or priority under Sidebar > Ticket > Ticket Configuration; regular users cannot change these settings. |
| Device | No | Device associated with the issue, when applicable. The ticket is created against this device and can be seen on the Ticket tab of the device's detail page. |
| Reply To | No | Email account used for replies, where configured. Replies are sent through this email account, which is configured under Sidebar > Ticket > Outgoing Mail Settings. |
| Created Via | No | Source from which the ticket is created, such as Portal or Call. Tickets raised through the web form show Portal. |
| Subject | Yes | Short title that describes the issue or request. |
| Seat No | No | Seat or workstation reference, when applicable. This is the seat number configured under Sidebar > User. |
| Tags | No | Labels used to categorise or find the ticket. Tags help identify the ticket. This is a free-text field that suggests existing tags, and you can also add new ones. |
| Content | Yes | Description of the issue or request. |
| Attachment | No | Supporting files. Follow the file types and size limits shown below the upload area. |
| CC E-Mails / E-Mails | No | Enable CC and add the email addresses that should receive copies, if required. These recipients are notified about the ticket. |
Filtering Tickets
Step 1: Click Filter on the ticket list.
Step 2: Select one or more available filters. Depending on permissions and configuration, the filter can include status, priority, department, problem category, subcategory, ticket handler, tag, creation source, location, creator/logger, ticket or service request, VIP flag, SLA breach, feedback, task, ticket type, custom fields, star, task-added status and date or date range.
Step 3: Click Filter to apply the selected criteria. Click Clear to reset the criteria and restore the broader list.
Figure 3.7.4: Ticket Filter options
Table 3.7.2: Common ticket filter groups
| Filter group | Examples shown in the filter |
|---|---|
| Ticket classification |
|
| Ownership and source |
|
| Location and related records |
|
| Service and feedback |
|
| Custom fields |
|
| Date criteria |
|
Reviewing Ticket History
Step 1: Find the ticket and click its History action (clock/history icon), where available.
Step 2: Review the ticket summary at the top of the history window, including the subject, ticket ID, company, department, category and subcategory.
Step 3: Review the timeline to see recorded changes, who made them and when they occurred. The event label identifies the type of change, such as a task, TAT, priority or subcategory update.
Figure 3.7.5: Ticket History timeline
Creating a Custom Status View
Step 1: Click My View beside the ticket-list selector to open Custom Status View.
Step 2: Enter a View Name and choose a Status.
Step 3: Configure the view rows by selecting the required view name, view action and status. Use the edit or delete icons to change or remove a row.
Step 4: Click Create to save the custom view. Select the saved view from the view selector when you want to use it.
Figure 3.7.6: Custom Status View configuration
Sorting Tickets
Step 1: Open the sorting field menu on the ticket list.
Step 2: Select the field to sort by. The menu shown includes Ticket ID, Created By, Status, Priority, Assigned To, Created On, Updated On, Reopened On, Star, TAT Expire and Feedback.
Step 3: Use the sort direction control, where available, to change the ordering.
Figure 3.7.7: Ticket sorting fields
Reviewing Customer Sentiment
Step 1: Click the sentiment or feedback-analysis action for the relevant ticket, where available.
Step 2: Review the Customer Sentiment Analysis panel. It shows the sentiment score, its classification, an explanation and the overall tone detected in the message.
Step 3: Use the result as an aid when prioritising follow-up. The displayed score is an automated analysis and should be considered alongside the ticket context.
Figure 3.7.8: Customer Sentiment Analysis
Converting a Ticket into a Knowledge Document
The AI Conversion feature allows users to convert a resolved ticket into a knowledge document using AI automation. It analyses the selected ticket and its history to generate an AI-based summary that can serve as the foundation for a knowledge article.
This feature helps capture useful issue details, troubleshooting steps, and resolution information from resolved tickets for future reference. The ticket's department and category are preselected, and users can review the generated summary, choose relevant comments, and include supporting documents before completing the conversion.
Note: The AI Robot icon is available only for tickets marked as Resolved.
Follow the steps below to convert a ticket into a knowledge document.
Step 1: Initiate AI Conversion
Navigate to the Tickets listing page and locate the resolved ticket you want to convert. Click the AI Robot icon associated with that ticket to start the conversion process.
Step 2: Review the AI-Generated Summary
A pop-up window will open displaying the AI-generated summary in the description or comment section. The summary is generated using the selected ticket and its history.
The Department and Category fields will be preselected based on the department and category assigned to the original ticket. Review the generated summary and verify that it accurately describes the issue and its resolution. Make any necessary changes before proceeding.
Step 3: Select Comments to Include
Below the description, locate the Include Comment checkbox. Select it to display the list of comments associated with the ticket.
Review the available comments and choose whether to include all comments or only specific comments relevant to the knowledge document. This helps retain useful troubleshooting steps, explanations, and resolution details while excluding unrelated discussion.
Step 4: Add Supporting Documents
Upload any additional documents required to support the knowledge article, if applicable. Attachments already associated with the ticket are added automatically during the conversion process.
Review the included attachments and ensure that they are relevant to the knowledge document.
Step 5: Convert the Ticket
After reviewing the description, department, category, selected comments, and attachments, click Convert to confirm the conversion.
The system will convert the selected ticket into a knowledge document. Once created, the document can be accessed under Sidebar > Knowledge Base > Article.
Reviewing Closed Ticket Details
Step 1: Open an Closed ticket using its View action.
Step 2: Review the summary information, including ticket status, TAT expiry, priority, subject, creator, assignee, company, department, category, subcategory, created/updated/resolved/closed dates and ticket type.
Step 3: Review Related Task for task links and completion information. Expand Conversation to read recorded messages and system updates.
Step 4: Use the side panels to review Feedback, Creator Info, Assigned To, Tags, Ticket Timeline and People. These panels provide a consolidated view of the archived ticket context.
Step 5: Select Ticket History when you need the chronological audit trail of changes.
Figure 3.8.2: Closed Ticket details page
Table 3.8.1: Closed Ticket details areas
| Area | Information shown |
|---|---|
| Ticket summary | Status, TAT expiry, priority, subject, creator, assignee and core ticket attributes. |
| Ticket information | Company, department, category, subcategory, location, timestamps and ticket type. |
| Related Task | Associated tasks and their progress or completion percentage. |
| Conversation | Recorded comments, replies and system updates. |
| Feedback | Latest feedback and overall rating, when available. |
| Creator Info / Assigned To / People | User details and ownership context. |
| Tags | Tags associated with the ticket, if any. |
| Ticket Timeline / Ticket History | Key ticket events and the chronological change record. |
Export Close Tickets
Use the Download option on the Closed Tickets listing page to export ticket records to an Excel file.
Step 1: On the Closed Tickets listing page, click the Download icon.
Step 2: The confirmation prompt states that the default export covers the last six months. Only six months of data can be downloaded per export. To export records from a longer period, apply date filters and export separate date ranges. If filters are already applied, only matching tickets are included.
Step 3: Click YES to confirm. The system downloads the selected ticket data as an Excel file.
Note: Check the selected date range and filters before confirming the export.