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Editing Ticket

The ticket opens immediately after creation, and you are taken to the Ticket Dashboard. Here, you have access to a wide range of action options. Below is a brief explanation of each tab:

  • Home Button: Navigate to the home page
  • Description: All key information about the ticket, such as ticket status, classifications, or the contact person
  • Reports: Reports can be recorded in tasks and are aggregated under Reports in the ticket
  • Correspondences: Correspondences can be text, images, or similar content saved during the ticket. Correspondences can also be tracked and used as reminders or to-dos. For example, a correspondence might contain information from a phone call with the customer
  • Tasks: Add, delete, and edit tasks
  • Tasks (Completed): View completed tasks
  • Planning: Gantt chart for visualizing and easily editing tasks within the ticket
  • Whiteboard: Note field for sharing informal or non-historically relevant information with colleagues and customers
  • Members: People with access to the ticket (other users, such as administrators with standard access rights, may not be listed here)
  • Ticket History: Timeline information for the ticket, such as creation and takeover date

Set Ticket In Progress​

To set a ticket to "In Progress," navigate to a Ticket Dashboard as described in “View Ticket”. Open the main context menu in the top right and select the action “Set Ticket to In Progress”.

After the initial creation, information can be added directly within the ticket - for example, a detailed description or a correspondence informing about a conversation with a colleague.

Closing Ticket​

Open the main context menu in the top right and select the action “Close Ticket”, located in the same menu as “Set Ticket to In Progress”, to complete the ticket.

⚠️ Warning: Before closing a ticket, all tasks must be marked as completed.

Reopening Ticket​

Completed tickets can be reopened via the same context menu in the Ticket Dashboard. After reopening, the ticket automatically moves to the status In Progress.