Listing Tickets

listing tickets listing tickets to access the queue with all tickets, follow the steps below select the my desk application from the applications menu click on tickets in the top menu a list of all open tickets will be displayed you can navigate the page using the scroll bar or the numbered page buttons in the bottom right corner the ticket information is divided into columns, which are ticket ticket identifier number in the system; requester name of the user who opened the ticket; portfolio portfolio used when opening the ticket; service name of the service the activity belongs to; activity name of the ticket’s activity; responsible user responsible for resolving the ticket; creation date date when the ticket was created; deadline final date for completing the request; task which could be to meet; service; approval sla status sla situation, which can be suspended; overdue; on time ticket status ticket situation, which can be in progress; suspended; resolved; reopened; cancelled; closed obs for closed and cancelled tickets, a creation date range must be specified selecting "ticket status" in the filter automatically displays the period for the last 3 months actions action button with the following option create docid\ dnay0ai9kjxjurojqvrre ( click on the link to see full content) a subticket will be created if the status is in progress, suspended, resolved, or reopened change sla if the ticket has a closed or canceled status, this will be the only option to reopen the request below the list, navigation buttons are displayed for browsing through the pages if there are many tickets in the selected filter, they will be shown across multiple pages use the arrows at the bottom of the screen to navigate between pages icons icons in the ticket list, the first column of the table refers to the ticket number below this number, there may be an icon identifying whether it is a sub ticket, a main ticket with one or more sub tickets, or a sub ticket (being a main ticket) with one or more sub tickets see the example in the image below in the image above, we see examples of 4 open tickets/sub tickets with different icons see below the meaning of each one, based on their numbers 44 single ticket 45 main ticket with a sub ticket sub ticket 46 was opened from this one 46 subticket/main ticket with a subticket this is a subticket its "parent" ticket or main ticket is 45 however, this is also a main/parent ticket, as ticket 47 was opened underneath it 47 subtícket this is a subticket your main ticket is 46 ticket information ticket information when you click on a ticket from the list, a window opens in the center of the screen displaying all the ticket details the ticket information window is divided into three sections 1 header 2 side menu information comments history events subticket 3 information 4 ticket status 1 header the header contains the initial information about the ticket it comprises the first line at the top of the window, as shown in the highlighted image below still in the first row of the ticket window, you will find the following information ticket number; responsible , which can appear as claim request – a link to assign the ticket to a user click it, and a message will appear are you sure you want to claim this request? by clicking yes , you take responsibility for resolving the request user name – the login of the person responsible for the request, with two options accessible via the button delegate to change the responsibility for providing support, you can transfer it to another user within the same group or to users from other groups unassign to cease being responsible for the ticket, leaving it without any user for it to be captured again; executor group – the group responsible for handling the ticket task – the specific task to be performed deadline – the date and time by which the request must be resolved action button \[ ] suspend – suspends the ticket and stops the countdown to the resolution deadline reactivate reopens and returns the ticket to the service queue this option only appears if it is suspended reopen reopens and returns the ticket to the service queue this option can only be used if the status is closed and if you are the ticket holder the cancelled status cannot be reopened subticket button to create a new subticket; change sla this button opens a window to change the existing sla x – close window 2 side menu the side menu highlights a series of buttons on the left side of the window, which can vary in number depending on the ticket type, with a maximum of 5 buttons see the highlighted section in the image below the buttons in the side menu cause the content of fields 3 information and 4 editing to change to display their information see below for the content of each button 2 1 information \ 2 1 1 ticket information the information window is divided into two sections one displaying ticket details and another with editing and completion tabs requester contains all information about the person who requested the service user; email; phone; extension ticket displays all ticket related details ticket number; opening date; type; ticket status; portfolios; services; activities; description; attachment attach a file if needed \ 2 1 2 ticket status this area is for editing tickets, marking their current status, approving workflows, providing support, finalizing, or canceling them see below for details on two functionalities approval workflow this workflow will only appear if the activity has been configured to require pre approval workflow status approve ticket; reject ticket ticket status this is where you should select the status for handling or completion in progress indicates that the ticket is still in the queue, waiting to be addressed resolved mark the ticket as resolved by filling in the following fields was this a temporary solution? select yes or no solution describe the resolution for the ticket canceled if necessary, cancel the ticket by completing the following fields was this a temporary solution? select yes or no solution provide details of the resolution justification enter a reason for cancellation note a cancelled ticket cannot be reopened and will retain its cancelled status buttons cancel discards changes and returns to the ticket list without any updates save saves the status update without closing the ticket save and close saves the update and finalizes the ticket 2 2 comments the information window is also divided into two parts one with the same information as the ticket, without any changes, and another with previously made comments (if any) and a text box with a basic editing bar for writing new comments the comment box allows any user to leave a recorded message on the ticket it can be used to add or request more information, report on the progress of the task, etc a reply can be added to each comment if you are the comment owner, you can edit; remove; reply otherwise, you can only reply note if the ticket is already closed, it is not possible to comment on it only the comment history is displayed 2 3 history the history function displays the customer experience in two tabs 2 3 1 health score; 2 3 2 customer tickets \ 2 3 1 health score how is the satisfaction survey result calculated? the health score is a metric that evaluates customer satisfaction and engagement over a specific period of their journey each customer interaction is scored based on specific criteria, resulting in a rating that ranges from unsatisfactory , fair , and excellent health score classification hs < 50 unsatisfactory hs >= 50 fair hs >= 80 excellent hs = health score the health score calculation is composed of three main factors, each with a specific weight hs calculation (sla + reopen rate + csat) / 10 1 sla calculation (weight 2) 0% 100 points 1% to 20% 80 points 21% to 40% 60 points 41% to 60% 40 points 61% to 80% 20 points > 80% 0 points 2 reopen rate (weight 3) 0% 100 points 1% to 20% 80 points 21% to 40% 60 points 41% to 60% 40 points 61% to 80% 20 points > 80% 0 points 3 csat (weight 5) scores 4 and 5 100 points scores < 4 0 points this metric is essential for identifying opportunities for improvement, retaining customers, and ensuring a positive journey numbers cards with the following numbers are also displayed total tickets shows the amount opened in the last 90 days, average per month and for the current month; sla shows the percentage of tickets with an out of date sla in the last 90 days also shows the amount within and outside the deadline; open tickets shows the number of tickets open for this same user within the last 90 days it also shows the number of tickets open within and outside the deadline ; reopen rate shows the percentage of tickets reopened within the last 90 days it also shows the number of reopened tickets and how many reopened tickets are already closed satisfaction survey shows an area chart with the scores of all surveys completed in the last 90 days \ 2 3 2 customer tickets here you will see a series of important data about the tickets opened by this same user tickets by activity in this table you can follow the number of open tickets in each existing activity; the score given in the satisfaction survey is calculated using csat for each activity; the percentage of out of date sla ticket opening behavior in a pie chart you will see the percentage of tickets opened in each activity in the last 90 days, and in the center the total number of tickets opened in this period ticket list scrolling down the page you will find a list of all tickets opened by this same user in the last 90 days the tickets are listed in a table with details arranged in the following columns ticket ticket number; date the opening date; activity what is the related activity?; service what is the related service?; status the current status of the ticket; sla status the current status of the sla; ticket reopened shows whether the ticket has been reopened (yes or no); satisfaction satisfaction survey response; comment shows the comment left by the customer in the satisfaction survey; number buttons if there are more than 10 tickets in the history, they will be divided into pages use the buttons at the bottom of the window to navigate between pages 2 4 events the events function displays the activity history of the ticket, organizing the information by date for each date, a record is created for every action taken on the ticket above the events list, there is also a search box and a date filter 2 5 subticket the information window is also divided into two sections one displaying the same ticket details with no changes and another showing the created subtickets in the subtickets section , you will find the following fields search box status bar , which shows the progress of closing subticket subtickets list , including the following details service status subticket number click on the number to open the subticket when you access it, the header will show the main ticket number so you can return if you wish for more information, visit the page docid\ dnay0ai9kjxjurojqvrre 2 6 approval history this menu displays the approval history of tickets, showing the responsible party, the reason given, and is separated into the following tabs approved shows who approved the ticket; rejected shows who approved the ticket; pending ticket search ticket search to search for a specific ticket, follow these steps click on the search bar located in the top left corner of the screen enter the desired attribute , such as a term or number example activity = "invoice" press the enter key on your keyboard or click the magnifying glass icon \[ ] at the end of the search bar to clear the search and return to the full ticket list, click the (x) icon next to the magnifying glass icon \[ ] filters filters \ create a new filter you can create and save a filter to make your searches easier whenever needed to create a new filter, follow these steps click the blue button + save filters, in the top right corner of the screen a window will appear in the center of the screen for filter creation fill in the required details filter name enter a brief name for your filter select columns click the bar under this title to open a dropdown list with all available columns select one or more columns you want to include the selected columns will appear below click the arrow before the desired column name use the search bar to find the item you want to add to the filter click create new filter to save and finalize the creation click cancel to return to the ticket list without saving the newly saved filter will be immediately applied , appearing highlighted next to the search bar it will also be saved in the filters list , accessible via the my filters button to remove the filter, click the ( x ) icon on the right side of the filter button the full ticket list will be restored, and the filter will still be saved under my filters another way to create a new filter – using "my filters" you can also create a new filter from the my filters section to do this, follow these steps click the my filters button in the top right corner of the screen a window will appear in the center of the screen, displaying all previously created filters in the top right corner of this window, you will see a button to add a new filter click the + add button a new window will appear in the center of the screen, identical to the one described in the previous step by step guide fill in the necessary information in the same way as befor \ edit filter click the my filters button in the top right corner of the screen a window will appear in the center of the screen, displaying all previously created filters in blocks each block has an action button \[ ] (three dots) click the action button \[ ] select the edit option a window will appear in the center of the screen, allowing you to edit the selected filter make the desired changes click save filter to apply the edits click cancel to return to the list without saving any changes \ delete filter to delete a filter, follow these steps click the my filters button select the filter you want to delete click the action button \[ ] in the top right corner of the filter select the delete option a confirmation message will appear asking if you are sure you want to delete the filter cancel click to return to the list without making any changes delete click if you are sure you want to proceed this action cannot be undone after clicking, a confirmation message will appear at the top of the screen \ my filters click the my filters button click and select the filter you want to apply click the blue apply button the filter will be applied to the ticket list and will appear highlighted next to the search box \ customize table the action button \[ ] (three dots), located in the upper right corner of my desk, offers several options to facilitate viewing the list of tickets clicking the button will bring up a small window on the right side of the screen with the following options my filters columns export data clear all filters \ my filters from this option, you can create a new filter apply an existing filter edit a filter delete a filter \ columns from this option, you can customize the column display in the ticket list the changes you can make are enable column keep the column visible in the ticket list disable column hide the column from the ticket list reorder columns change the column order by clicking and dragging the desired option up or down using the "six dots" button, adjusting its position in the final ticket list view \ export data export table data to csv \ clear all filters this option clears all filters, restoring the ticket list to display 100% of the tickets with no active filters to use this function, follow the steps below click on the action button \[…] (three dots) in the upper right corner of my desk click on clear all filters a window will appear in the center of the screen asking for confirmation click the red clear button to remove the applied filter click cancel to return to the list without making any changes note this action does not delete saved filters \ \[ ] sorting sorting can be applied directly to the tickets table click on the icon to sort in ascending or descending order, adjusting the list's display you can change the sorting order for any column filter table you can filter the table by a specific attribute directly in the desired column or use the search field in each specific item with the exception of the actions column, all other columns have a filtering option ticket search for a specific ticket number using a dedicated search bar requester filter by one or more requester names portfolio filter by one or more types of portfolios service filter by one or more types of services activity filter by one or more types of activities responsible filter by one or more names assigned to tickets creation date filter by a specific date range (start and end date) deadline filter by a specific date range (start and end date) task it shows what task needs to be performed; sla status filter by one or more sla types ticket status filter by one of the available statuses how to apply a filter to a specific column click the filter icon or date icon next to the column name select one or more attributes to activate the filter click the filter button how to clear a filter click the filter icon or date icon click clear filters click filter or click outside the selection box