Answer a ticket

answer a ticket answer a ticket 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 capturing ticket how to capture a ticket, follow the steps below click on the desired ticket in the ticket list a new window will open in the center of the screen click the capture request button in the upper left corner of the window a confirmation message will appear above the button ⚠️ are you sure you want to capture the request? click the \[ok] button to confirm a confirmation message will appear at the top of the screen ✅ ticket successfully captured unassigning ticket to unassign a ticket, follow these steps click on the desired ticket in the ticket list a new window will open in the center of the screen click the assignee button click the unassign unassign option (written in red) the following message will appear below 🔴 are you sure you want to unassign the ticket? click the \[unassign] \[unassign] button (red button) a confirmation 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 ticket list a new window will open in the center of the screen click the assignee button click the delegate option a small window will appear in the center of the screen manage assignee group select the support group assignee choose a user to handle the ticket justification provide a reason for reassigning the ticket to another user click change assignee the following message will appear ✅ successfully delegated the ticket window will now display the name of the new assignee closing/canceling a ticket closing/canceling a ticket the information displayed on the ticket screen allows an agent to complete the requested task once the task is finished, the ticket needs to be closed in some cases, completing a ticket may encounter issues in such situations, the ticket may need to be canceled when selecting any option to close the ticket, a new field will appear containing a formatted text box where a response to the request can be included below the text box, a selectable field allows marking the ticket’s solution as temporary or not closing a ticket closing a ticket to close a ticket , follow these steps click on the resolved tab indicate whether the solution was temporary yes or no solution describe what was done to resolve the ticket closure buttons cancel cancels the action and returns to the ticket list save saves any edits made during the process without closing the ticket save and close saves the changes and closes the ticket once the ticket is closed, the user will be redirected to the ticket queue , and the ticket will be removed from the list canceling a ticket canceling a ticket to cancel a ticket , follow these steps click on the canceled tab indicate whether the solution was temporary yes or no solution provide a solution if necessary justification describe the reason for canceling the ticket closure buttons cancel cancels the action and returns to the ticket list save saves any edits made during the process without closing the ticket save and close saves the changes and closes the ticket once the ticket is canceled, the user will be redirected to the ticket queue , and the ticket will be removed from the list