Introduction
The Service Ticket menu provides separate ticket lists for different working needs. Each list is documented independently below, including the actions available from that list. The available controls can vary by list, ticket state and user permissions.
The My Tickets section provides a personal workspace where users can view and track tickets they have created. It allows users to check ticket details, monitor progress, and stay updated on their service requests.
Users can click the ticket subject to open its details, mark tickets as starred for quick access, and export ticket information for future reference.
The actions available depend on the user's role and permissions. Regular users can view and track their requests, while technicians and administrators may have additional options, such as editing or transferring tickets, based on the permissions configured under Sidebar > User > Role Permission.
Each ticket card displays important information, including the ticket subject, ticket ID, requester, department, task count, turnaround time (TAT), status, location, company, timestamps, and assignment details. The action icons on each card provide shortcuts to the operations available to the user.
This section helps users easily track their requests and enables authorized personnel to manage tickets according to their assigned responsibilities.
Navigation Path: Sidebar > Ticket > Service Ticket > My Tickets
Viewing My Tickets
Step 1: From Sidebar > Ticket, open My Tickets. The ticket cards appear in the main work area.
Step 2: Review each card for the ticket subject and ID, requester, department, task count, TAT, status, location, company and assignment details.
Step 3: Use Search Ticket to find a ticket by a relevant term. Use Filter to narrow the list, and the sorting controls to order tickets by a supported field.
Step 4: Use the page-size selector, pagination and Refresh control to navigate or reload the list. Use Select All or the checkboxes when you need to act on multiple tickets.
Figure: My Tickets list and ticket card actions
Table: My Tickets list elements
| Element | Purpose |
|---|---|
| Ticket card | Shows the subject, ticket ID, requester, department, task count, TAT, status, device/channel indicators, location, company and activity timestamps. |
| Assignment area | Shows the assignee or Unassigned status, assignment count and the date from which the current assignment applies. |
| Search Ticket | Finds tickets that match the entered search term. |
| Filter and sorting controls | Narrow the list or order tickets using supported ticket attributes. |
| Card action icons | Open ticket details or perform available actions such as history, transfer, edit or other ticket operations, subject to permissions. |
| Select All / checkboxes / More (…) | Select one or more tickets and open the available bulk actions. |
Creating a Ticket
You can create a ticket from My Tickets and from other ticket lists where 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: If a custom field set is configured for the selected department, its fields are loaded on the form automatically. Fill them in as required. Custom fields are configured under Header > Config > Custom Fields (see Custom Fields).
Step 4: Enter the subject and ticket content. Add a device, reply-to account, seat number, tags, attachments or CC email addresses when needed.
Step 5: Review the information and click Create. Close the form without saving if you do not want to submit the ticket.
Figure: Create Ticket form
Table: 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. |
Editing a Ticket
Step 1: Locate the ticket in My Tickets and click its Edit (pencil) action. The Edit Ticket form opens.
Step 2: Review and update the available fields, such as Department, Problem/Request Category, Subcategory, Priority and TAT, Assign To and Device.
Step 3: Click Update to save the changes, or Cancel to discard them.
Figure: Edit Ticket form
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: Ticket Filter options
Table: Common ticket filter groups
| Filter group | Examples shown in the filter |
|---|---|
| Ticket classification | - Status: Filter tickets by status, as configured under Sidebar > Ticket > All Status > Ticket Status. - Priority: Filter tickets by priority (Low, Medium, High or Critical). - Department: Filter tickets by department, as configured under Header > Config > Departments. - Problem Category: Filter tickets by problem category, as configured under Sidebar > Ticket > Problem Category. - Subcategory: Filter tickets by problem subcategory, as configured under Sidebar > Ticket > Problem Category. - Ticket Type: Filter tickets by ticket type, as configured under Sidebar > Ticket > Ticket Types. - Tags: Filter tickets by tag. |
| Ownership and source | - Ticket Handler: Filter tickets by the handler to whom they are assigned. - Creator: Filter tickets by the user who created them. - Logger: Filter tickets by the user who logged them. - Created Via: Filter tickets by the source through which they were created, such as Call, Mail, Phone or Bot. |
| Location and related records | - Location: Filter tickets by the location for which they were created. - Base Location: Filter tickets by the base location for which they were created. - Device: Filter tickets by the device for which they were created. - Task: Filter tickets by the tasks created for them. - Ticket/Service Request: Filter tickets that are part of a service request. |
| Service and feedback | - VIP Ticket: Filter tickets created by VIP users. A user can be marked as VIP under Sidebar > User. - SLA Breached: Filter tickets that have breached their SLA. - Feedback: Filter tickets by the feedback received on them. - Star: Filter tickets that have been starred. - Task-Added Status: Filter tickets by the status of their added tasks, such as Completed or All. |
| Custom fields | - Custom Field: Filter tickets by a custom field set on the ticket. - Custom Field Value: Filter tickets by the value saved in a custom field. |
| Date criteria | - Filter By Date: Filter tickets by their Created At, Updated At or Resolved At date. - Filter By Date Range: Select a start and end date to show tickets within that range. |
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: Ticket History timeline
Creating a Custom Status View
Step 1: Click My View beside the ticket-list selector to open Custom Status View. You can define your own custom views; each saved view appears in the dropdown, and selecting it filters the list accordingly.
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: 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: Ticket sorting fields
Reviewing Customer Sentiment
Step 1: Click the sentiment or feedback-analysis action for the relevant ticket, where available. This shows the user's sentiment about the issue.
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: Customer Sentiment Analysis
Transferring a Ticket
Step 1: On the required ticket card, click Transfer Ticket. This lets you move the ticket from one department to another when it needs to be passed on.
Step 2: Select the destination Department, Problem/Request Category and Sub Category. Review or update Priority and TAT, Assign To, Tag and Device as appropriate.
Step 3: Enter the reason in the Reason for transfer ticket field. Select Make it note for internal purpose when the reason should be recorded as an internal note.
Step 4: Click Transfer to confirm the move, or Cancel to leave the ticket unchanged.
Figure: Transfer Ticket form
Using Bulk Actions
Bulk Actions
The My Tickets section allows authorized users to perform actions on multiple tickets at once. Select the required tickets and use the bulk-action toolbar to assign, merge, or delete them, depending on the available permissions.
Bulk Assign
Bulk Assign allows users to assign multiple tickets in a single operation.
Steps:
Step 1: Select the checkboxes beside the tickets you want to assign, or click Select All to select the visible records.
Step 2: Click the More (…) control to display the bulk-action toolbar.
Step 3: Click the Bulk Assign icon and, from the dropdown, select the technician to whom the tickets should be assigned.
Figure: Bulk Assign dialog
Step 4: Confirm the action if prompted and review the updated ticket list.
Bulk Merge
Bulk Merge allows users to combine multiple related tickets into a single ticket, helping reduce duplicate records and keep related issues together.
Steps:
Step 1: Select the checkboxes beside the tickets you want to merge.
Step 2: Click the More (…) control to display the bulk-action toolbar.
Step 3: Click the Bulk Merge icon and follow the prompts to complete the merge. The dialog shows the primary and secondary tickets; you can set a different ticket as the primary ticket if needed.
Figure: Merge Tickets dialog
Step 4: Confirm the action if prompted and review the updated ticket list.
Bulk Delete
Bulk Delete allows authorized users to delete multiple tickets in a single operation.
Steps:
Step 1: Select the checkboxes beside the tickets you want to delete.
Step 2: Click the More (…) control to display the bulk-action toolbar.
Step 3: Click the Bulk Delete icon to initiate the deletion process.
Step 4: Confirm the deletion if prompted and review the updated ticket list.
Note: The available bulk actions depend on the user's permissions, the selected tickets, and their current status. Hover over an action icon to view its tooltip, if available. Review the selected tickets carefully before merging or deleting them.
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 analyzes 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.
Prerequisite: 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 opens displaying the AI-generated summary in the description or comment section. The summary is generated from the selected ticket and its history.
The Department and Category fields are 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
If applicable, upload any additional documents required to support the knowledge article. The system automatically adds attachments already associated with the ticket 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 converts the selected ticket into a knowledge document. Once created, the document can be accessed under Sidebar > Knowledge Base > Article..
