#### Ticket details

In ticket detail you can view the exact ticket specifications which are sub categorized as -department, status, priority, flag and assigned to (various staff available in the department or team).

Considering each of the peculiarities there are certain options available with each of the ticket description category, let’s consider them one by one

1) Department: Department is consider as classification of various process in the organization. The department can be selected according to the admin choice.

2) Status: Status is used to elaborate the current progression or situation of the ticket which is received.

3) Priority: Priority can tell the urgency of the tickets which are generated by the client or the staff.

4) Assigned to: This is the facility or rights provided to the admin to give the task to the suitable employee or the staff

5) Default SLA: In the default SLA (Service level agreement) you can view the current SLA plan select you can change it in the ticket setting >>Apply SLA option.

Note: You can temporarily stop the SLA using pause SLA.

1. Audit log: Audit log gives the detailed information about the actions or operations taken on the ticket and maintained its log record for acknowledgement of the admin or the staff.

2. History: History shows the all timeline event happened with ticket or related to ticket from the specific client from whom the ticket is received.

3. Reply option (in left side of top right options): This option is basically used for replying or sending the response to the ticket. There are basically three sub options available: reply, reply all, forward all.

Note: Whenever you use save reply after creating a reply, if you go back and reopen that ticket then you can view that saved reply after clicking on the reply option again.

4. Label: Label is considered as markings which will use to know whether the ticket is significant or not.

5. Setting (in form of setting icon): There are various fields which are included for setting the ticket detailed as:

a) Pin: It will be attached to pin items in the homepage.

b) Add time tracked: Whenever you start time tracking and end it by clicking the clock icon besides setting icon you can add some billing amount for the working time if you are providing the time based paid support.

c) Apply SLA: We can apply the different SLA i.e. Service Level Agreement plan available and can also add the customize plan to the ticket. The fields come under SLA are: response time, resolution time, date and schedule.

d) Properties: In this type of setting we can modify or view the properties of the ticket which is generated by the client.

e) Add note: Using this you can add the note related to the ticket or the client who has created the ticket.You can also add attachments while creating a note.There are two types of note:

Ticket note: If ticket note is selected the note will be displayed for the ticket to the staff.

Client note: The client note will link the note in the client profile summary.

f) Comment: Admin or staff is able to comment on the ticket. Comments are always displayed below the ticket descriptions.

g) Export PDF: This setting facility is provided for the admin or staff to generate, view, download or print the copy of the pdf file of the ticket and its all specifications.

h) Link ticket: This setting allows admin or staff to link the tickets to another ticket by its hash code. There are various link relations options given for options like:

-relates to.

-is related to.

-is a parent of.

-is a child of.

-depends on.

This setting has enabled the user to maintain the relations and hierarchies if available between the other tickets available in the system.

i) Merge ticket: If we want to combine or merge multiple tickets then we can use this setting option. You just have to attach the hash code that you want to merge.

j) Move to trash: The ticket can be directly trashed or deleted from the inbox. You can still view your ticket in trash folder if you wish to add it back to your inbox you have to open the ticket, then go to the setting and then select go to the inbox.

k) Mark spam /ban: The user is able to mark the ticket as spam or ban the ticket if its required. To reverse this process we can also remove spam in the spam folder of the inbox open that ticket and then in setting select not spam.

6. Time tracked: This option can be used if you are using the time based billing system.You can enter certain input according to your wish as shown below.

Bill time: Bill time is the specific time you want to charge the customer for offering the service.

Work time: Work time is time where you can extend the maximum time for paid service extending the support for more than given bill time.

Amount: Amount is the charge you are giving for the particular bill time.

Description: You can mention the details of the time track for the particular ticket.

7. Lock/ unlock: This property is to allow user to lock or unlock the ticket which is opened. It is represented with the lock icon.

8. CI: Here you are directly able to add the configuration Item. If you don’t have any attach CI you can click the attach CI link to attach new CI. The select the CI type and CI items from the list.

Note: Before using CI you need to add different CI items into system setting.

9. Problem: Here you can link the problem associated with the ticket by clicking on link problem and then you can enter the name of subject of the present problem.

10. Changes: The changes present already can be link with the ticket from here, you can search by its name or hash when you select the link changes option.

11. Task: There is also task link available below the ticket details where you can add new task related to the ticket which is opened.

12. Recipients: Recipient will be the person who is going to receive the particular ticket. Number of recipients can be added who is going to receive the particular ticket.
13. People: When the particular message is to be transfer to the group of people then this option is used. While creating a new ticket the Cc email will appear under people.
14. Tags: For the quick viewing of the tickets tags are applied. There can be number of tags that can be added for the particular ticket.

Integrations: The right most icon beside the lock icon provides integration's details which are associated with the client of the ticket.

-WHMCS: WHMCS is an all-in-one client management, billing & support solution for online businesses. With WHMCS link you are able to fetch the data of the client who has submitted the ticket. The outline you can view is:

Client detail: This section will show the detail of the client related to its WHMCS profile within our setup.

Product and services: The online product and service the client is using from your system, its details can be viewed from here.

-Mailchimp: Mailchimp provides online email marketing solution to manage subscribers, send emails, and track results. The outline you can view after clicking it is:

Profile/activities: Here you can view the short overview of the client in his Mailchimp profile and activities happened with that client integrated with your Mailchimp account.

-FreshBooks: FreshBooks is used as the accounting software which can create the invoices.Here you can overview the client profile, project and invoices details related to the FreshBooks account of the client.

-Magento: Magento is the e-commerce software and platform where you can inspect the client profile, order and invoices with the ticket.

-Insightly: Insightly is a tool for managing the CRM process where you can view the client’s details of profile and notes with its Insightly account.

-Bigcommerce:Bigcommerce is the e-commerce software by clicking it you can view the clients details related to its Bigcommerce transactions.

-Jira: Jira provides the issue tracking software where you are able to link the issue using the ticket hash or can create new issue with the help of Jira integration.

-Blesta: Blesta provides automated billing. invoicing, service provisioning & suspension where you can view the client transaction details created with the Blesta.

-Capsule CRM:The clients profile and the cases in the capsule CRM is displayed here after successful integration.

Created by: When you click the created by email you are redirected to the client profile.