Answer a ticket

18 min

\answer a ticket\ \ administrator \ \ attendant \ the first step to start handling a request is to capture the ticket the capture request button links the support agent to the ticket, notifying the requester that an agent is now working on their request once a ticket is captured, it is also possible to unassign the ticket , removing your name and returning the ticket to its original status without a direct assignee additionally, you can delegate a ticket to another person for handling \capturing ticket\ how to capture a ticket, follow the steps below click on the desired ticket in the ticket list, click on the ticket you wish to assist with a new window will open in the center of the screen click on capture request the button is located in the upper left corner of the ticket window confirm the capture the following message will appear just above the button ⚠️ are you sure you want to capture the request? click ok to confirm the following confirmation message will appear at the top of the screen ✅ ticket captured successfully \ unassigning ticket \ to unassign a ticket, follow these steps click on the desired ticket in the list of tickets, click on the ticket a new window will open in the center of the screen click the responsible button in the window header, click on the name of the current person in charge click on unassign the option appears in red a confirmation message will appear below 🔴 are you sure you want to unassign the ticket? click the red \ unassign \ button to confirm the following message will appear at the top of the screen ✅ ticket successfully unassigned \delegate ticket\ to delegate a ticket, follow these steps click on the desired ticket in the list of tickets, click on the ticket a new window will open in the center of the screen click the responsible button in the window header, click on the name of the current person in charge click on delegate a small window will appear in the center of the screen — manage responsible party fill in the delegation details please fill in the fields below group choose the support group to which you want to delegate the ticket responsible choose the user within the selected group who will provide the service justification describe the reason that justifies transferring the service to another user click on change responsible party the ticket window will now display the name of the new person in charge the following message will appear below ✅ successful delegate \\ see below for a step by step guide on how to handle a support ticket click on the ticket in the list after the ticket is created, the ticket appears with the status " attended " capture the ticket click on capture request and confirm make the deal see the description for what was requested and handle the ticket within the sla \closing a ticket\ the information displayed on the ticket screen allows an agent to perform the requested task after this task is completed, the ticket needs to be closed when selecting the closing option, use the text field below to record the solution applied to respond to/close a ticket, follow the steps below click on the resolved tab in the ticket status area , click resolved check if it was a temporary solution select yes or no describe the solution in the solution field, write what was done to resolve the ticket select the close button see the available options below cancel cancel the service request and return to the ticket list without saving any actions save saves the edits and changes the status to resolved , but keeps the ticket in the list save and close saves, closes, and removes the ticket from the list, leaving it with a closed status 💡 where is the closed ticket located? after closure, the ticket is removed from the default list to view it, use the ticket status filter and select closed \canceling a ticket\ on some occasions, a support ticket may encounter problems before completion in this case, the ticket may need to be canceled to cancel a ticket, follow the steps below click on the cancelled tab in the ticket status area, click cancelled check if it was a temporary solution select yes or no describe the solution (if there is one) in the solution field, describe what was done, if applicable please provide a justification in the justification field, describe the reason for the cancellation select the close button see the available options below cancel returns to the ticket list without saving any actions save saves edits made during the support session without closing the ticket save and close saves and closes the ticket with a cancelled status, removing it from the default list ⚠️ atention cancelled tickets cannot be reopened please verify this before confirming the cancellation to view them after cancellation, filter the list by ticket status → cancelled approving a ticket to see how to approve a ticket, go to the approvals docid\ p2o m hnyan7iceym9i3l page for activities configured with an approval pattern, there are two possible workflows \ standard with approval padrão com aprovação in this workflow, the service request is processed first only then is the ticket submitted for approval the request is only closed after approval by at least one approver 🔄 flow with approval \`ticket open`\ \`service` \ \`awaiting approval`\ \`closed`\ \ standard with pre approval standard with pre approval in this workflow, the ticket needs to be approved before service can begin without approval, the request will not enter the service queue 🔄 flow with pre approval \`ticket open`\ \`awaiting approval`\ \`service`\ \`closed`\