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.
Upper block
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.
Central block
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.
Right block
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.
