Processing Tickets

Service Desk > Tickets

Note: To create a ticket see Creating/Editing Tickets.

Statuses

Each ticket typically progresses through one or more statuses.

• A new install of Vorex™ provides the following statuses: New, Waiting for Customer, In Progress, Escalated, Assigned, Completed, Customer Responded.
• You can customize the list using the Admin > Service Desk Settings > Ticket Statuses page.
• Three "system" statuses cannot be made inactive:
  New, Waiting for Customer, and Completed.
• Tickets default to New.
• The Tickets and My Tickets list pages do not display Completed tickets by default. Clicking the Search button without specifying any parameters includes Completed tickets.

Actions

Tickets support the following types of actions. Each action displays a dialog of additional settings.

• Audits
  • Ticket Logs tab - Displays a log of all changes to a ticket, by both users and workflows.
  • Workflow Log tab - Shows actions performed on a ticket by a workflow.
• Assign Ticket
  • Status - Changes the status of the ticket.
  • Queue - Assigns the ticket to a group of employees responsible for the ticket.
  • Primary Technician - Assigns an employee to the ticket.
  • Comments
• Resolve Ticket
  • Status
  • Comments
  • Publish to Knowledge Base - Yes or No - See Knowledgebase.
• Print Ticket - Displays a printable PDF of the ticket.
  • With Notes
  • With Time Entries
  • With Expenses

Business Processes

Use the Admin > Business Process:

• Email Templates page to customize ticket email notifications.
• Approval Routes page to create approval items used in workflows.
• Workflow page to automate the processing of tickets.

Customer Info

When you first open a ticket, the Ticket View tab displays. Below the ticket title is the customer's name with a link. Click this link to show the Customer Info window with the following information:

• Name
• Location
• Account Type
• Address
• Locate on Google Maps - Click this link to show the address on Google Maps.
• Phone
• Fax Number
• Contact Person
  • Name
  • Phone
  • Email

SLA Status

On the Ticket View tab you will see both an SLA field and an SLA Status field. For tickets assigned an SLA, the SLA Status field shows a link. Click this link to see the estimated and actual times specified for resolving the ticket by the SLA. The workflow assigned to a ticket can be used to specify when employees or customers should be notified, based on SLA benchmarks. The Waiting SLA State is time spent waiting for the customer to respond. SLA timers are paused while waiting for the customer to respond.