Ticket card. What's inside?
The ticket card contains all information about the request (assignee, status, event feed: correspondence/calls/service comments), tags, custom fields, reminders, client card, etc. For convenient work, the ticket card can be divided into three blocks:
1. Upper block (above the line) - allows you to work with ticket parameters:
- To see the channel from which the ticket was received;
- Appoint an assignee (user or group of users);
- Add tags;
- Fill in custom fields;
- Hide service comments;
- Set a reminder;
- Track SLA and its violation;
- Go to the previous or next ticket.
2. Central block (under the line) - contains necessary information about the request, namely:
- The icon of the channel from which the ticket was received;
- The subject of the ticket;
- Buttons for changing the status, type, and priority of the ticket;
- Custom fields, which have the "Add a tag with the field value to a request" checkbox when setting up;
- Tags;
- Find in the help center - knowledge base;
- Response field, including for working with internal comments;
- Event ribbon;
- Service comments.
3. Right block - consists of client information and external connections:
- Client card: contact information, previous history of requests and notes;
- Information from external systems connected using the API.
