Tickets Overview

You can use Super Admin and/or Agent roles to manage and resolve tickets. Super Admins can manage and edit all tickets. Agents can be assigned to a ticket to manage and edit assigned tickets.

Ticket properties include:

    • Status
    • Category
    • Priority
    • Channel
    • Building
    • Location
    • Assigned To

Additional options include:

    • Comments - Comments appear on the right or below the ticket properties when viewing on a mobile device.
    • Tags - These can be added to a ticket to help with tracking trends.
    • Assets - These can be added to a ticket and will display the Assets details.
    • Attachments - Attachments will display any images uploaded to the ticket.
    • Update Ticket - This button will save the ticket status.
    • Delete Ticket - This button will remove the ticket from the system.
    • Close Ticket - This button will change status to Closed. This can also be done manually by changing the Status value to Closed and clicking Update Ticket.

To start working in Tickets:

  1. Log in to Admin+.
  2. Click Tickets on the main page or left navigation menu to open the Tickets Dashboard. The Tickets Dashboard displays quick overviews of:
    • Agents - Super Admins see the most recent Agents and their number of assigned tickets.
    • Assigned to Me - Displays tickets recently assigned to you.
    • Unassigned Tickets - Displays the most recent open tickets that have not been assigned.
    • Oldest Open Tickets - Displays the open tickets with the oldest creation date.
  3. Select a ticket from one of the dashboard cards or use the left navigation menu to view the My Tickets page, or the Tickets table.
    • My Tickets - Displays all tickets assigned to you.
    • Tickets - Displays all tickets in the system.
  4. After selecting a ticket, it will open the Ticket page. This page displays the following details:
    • Ticket Number - Each ticket is assigned a unique number.
    • Requested By - This may be a user or someone the ticket was opened on behalf of.
    • Asset History - Displays the Assets of the Requested By person.
    • Ticket History - Displays the recent tickets of the Requested By person.
    • Opened - Displays the ticket creation date.
    • Last Updated - Displays the last time the ticket was modified.
  1. Next, give the ticket a Subject and Description.

Updated June 10, 2023

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us