Tickets are where your team answers requests. Each one holds the conversation with the requester, your private notes, who has it, its status, and the equipment it is about, read live from your records.

Overview

The ticket lists

Help desk in the sidebar opens your tickets, with the number of pending tickets beside it. Three tabs split them, each with its count:

Tab	What it lists
All tickets	Every ticket that is not closed. Tickets whose status is in the On hold role are listed last, whatever the sort.
Pending	Open tickets nobody is assigned to yet.
Closed	Closed tickets.

The lists, their counts and the number of pending tickets beside Help desk update on their own as tickets change, without reloading the page. Your tab, sort, filters and search stay as you left them.

Each row shows the ticket's number, its subject with the requester's name under it, Status, Priority, Category, Assigned to, About (the employee it is about), Due, Opened and Updated. Click a row to open the ticket.

Search, sort and filters

• Search finds a ticket by its number, with or without the prefix, by its subject, by the requester's name, or by the address an unmatched sender wrote from.
• Sort by Priority, Due, Opened or Updated by clicking the column heading. The list starts with the most recently updated first. Tickets with no due date sort last.
• Filters: Status, Category, Priority and Assigned to, where Nobody finds tickets nobody has. Archived statuses, priorities and categories are listed with "(archived)" so older tickets can still be found.
• Assigned to me at the top of the list shows only your tickets. Click Everyone's tickets to go back.

The ticket page

The top of the page shows the ticket's number and subject, its status and priority, and when and by whom it was opened. The buttons beside it:

• Assign to me takes the ticket.
• Unsubscribe stops your notifications about it. See Notifications.
• Close moves it to your first closed status.
• Merge moves it into another ticket. See Related and merged tickets.
• Edit ticket changes its subject, Requester, About and Equipment.

Conversation

The Conversation is oldest first. The ticket's description is its first entry. Each entry says who wrote it, whether it is a Reply or a Private note, and whether it came by email or in the portal. Private notes are shaded so they stand out.

• A Reply is emailed to the requester and every subscriber, with its files attached.
• A Private note is for your team only. Requesters never see it.

Long email threads fold the quoted earlier messages away under Show quoted text.

When colleagues have the same ticket open, Viewing under the Conversation heading names them, and marks anyone writing a reply or note as (replying). It updates as they come and go, so two people do not answer the same request at once.

Attachments

Files attached to an entry are listed under it with their size. Click one to open or download it. Each file can be up to 10 MB, and one reply or note up to 25 MB, within your company's help desk storage. When your company deletes attachments on old closed tickets, a deleted file keeps its name on the ticket, struck through, with the date it was removed. See Attachment retention.

Requester, About and Equipment

The side of the page shows the Requester and the employee the ticket is About, with their email addresses, linked to their employee pages.

The Equipment panel shows each piece of equipment on the ticket as it is now, never a copy taken when the ticket opened:

• Its asset tag, linked to its equipment page.
• Model and type, and its Status.
• Warranty: the date it renews, or that it is not recorded.
• Held by: who has it now, and Before them: the last three people who held it.
• Earlier tickets: up to five other tickets about it, with their status.

Properties

The Properties card holds what your team changes most:

• Assigned to: the user who has the ticket, or Nobody.
• Status, Priority and Category, from your company's lists. See Setting up the help desk.
• Due: a day the ticket should be done by.
• Tags: short words your team searches by, up to 20 on a ticket.
• Your custom fields that apply to Tickets. See Custom fields.

Click Save to keep your changes. Moving a ticket to a closed status closes it and emails the requester and subscribers that it is closed. Moving it back to an open status reopens it and sends nothing.

Subscribers

Subscribers are the people who follow a ticket besides its requester: users of your company who can see tickets, or any email address, such as the requester's manager. A user who writes a reply or a note becomes a subscriber on their own. When a ticket is opened by email, everyone the sender copied (Cc) becomes a subscriber too, except the sender and your help desk addresses. Cc on later replies does not add anyone.

Related tickets

Related tickets lists tickets linked to this one. See Related and merged tickets.

Unmatched senders

A ticket mailed in from an address that matches nobody shows an Unmatched sender warning with Link sender and Add as employee. See Unmatched senders.

Tickets on employee and equipment pages

Each employee's page has a Tickets list: the tickets about them or asked for by them. Each equipment page has one too: the tickets the equipment is on. Both list open ones first, then closed ones, most recently updated first, up to 25. Click a ticket's number to open it.

Requirements

• The help desk turned on for your company. See Getting the help desk.
• See tickets to open the help desk, read tickets and see the Tickets lists. Reply, add notes, assign and change tickets to do anything else on this page.

Open a ticket by hand

For a request that came by phone or in person:

1. In the sidebar, open Help desk.
2. Click New ticket.
3. Choose the Requester: one of your current employees.
4. About is the requester unless you pick someone else, such as when a manager asks for a new starter.
5. Under Equipment, pick what the ticket is about. Their own equipment is listed first.
6. Enter a subject and a description. The description becomes the first entry of the conversation.
7. Choose a Category and Priority if you need to, and in Assign to pick who takes it, or leave it on Nobody to leave it pending.
8. Click Open ticket.

The ticket opens with your default status, and the requester is emailed that it is open, with its number.

Reply or add a private note

1. Open the ticket.
2. Under the conversation, choose Reply or Private note.
3. Write your message, and attach any files.
4. For a private note, choose anyone on your team to tell in Mention.
5. Click Add reply or Add note.

A reply to a ticket nobody has assigns it to you.

You can mention only users who can see tickets, and only in a private note: a reply goes to the requester. The note shows who it mentioned, and each of them is told. Mentioning someone does not subscribe them to the ticket.

Assign a ticket

• To take it yourself, click Assign to me.
• To give it to someone else, choose them in Assigned to under Properties, and click Save. They are emailed that it is theirs.

Change the status, priority and other properties

1. Open the ticket.
2. Under Properties, change what you need.
3. Click Save.

To close a ticket in one click, click Close.

Change the requester or the equipment

1. Open the ticket and click Edit ticket.
2. Change the subject, Requester, About or Equipment. The equipment list starts with what the employee the ticket is about holds.
3. Save.

Add or remove a subscriber

1. Open the ticket.
2. On Subscribers, click Add.
3. Choose a User, or type an address in Or an email address.
4. Save.

To take someone off, click Remove beside them and confirm. To stop following a ticket yourself, click Unsubscribe at the top of the page.

Notes

Note: With only See tickets, the ticket page is read only, apart from Unsubscribe.

Note: A merged ticket is read only. Write on the ticket it was merged into, linked at the top of the page.

Note: Every change to a ticket, and every reply and note, is recorded in the activity log. The log names the entry, never what it says.

Troubleshooting

There is no New ticket button. You need Reply, add notes, assign and change tickets.

An employee is not offered as the requester. Only current employees are offered. Someone marked as left cannot open a ticket. See Employees.

A status, priority or category is missing from the list. It is archived. Archived entries are offered only on tickets that already have them, marked "(archived)".

"Ask an admin to free up help desk storage." Your company's help desk storage is full, and these files would pass it. Someone who can change Help desk settings is told instead to "Turn on attachment retention in Help desk settings" or to choose a larger plan on the Billing page. See Attachment retention.

"Keep it to 20 tags." A ticket holds up to 20 tags of up to 50 characters each.

FAQ

Can a requester see private notes? No. Private notes are never emailed to requesters or subscriber addresses and never shown in the portal.

Is the equipment panel a copy of the equipment when the ticket opened? No. It is read from the equipment's own record every time the page opens, so the warranty and who holds it are always current.

Can I delete a ticket? No. Close it instead. A closed ticket stays in Closed, with its conversation.