Tip: You can use filters for better results
How to use the Interaction buttons
The interaction buttons are located in the top right corner of the ticket header and give you the option to copy tickets, add and remove escalation flags, copy ticket links, add and remove VIP flags, assign and un-assign partners, and grab and un-grab tickets.
How to add/edit private notes
You can create private notes that are only visible to yourself and nobody else. Here’s how to do it:
- Inside a ticket, open the Ticket Details and click on the Private Note button.
- (Other option) - Inside a ticket, open the Ticket Details go to the Private Notes tab, and click on the Add Private Note button.
- Enter your private note in the text field.
- Click on Save.
- Your note will be visible inside the Private Notes tab inside the Ticket Details and only you can view it. No history entries will be created.
- (Optional) - You can delete a note one by one by just pressing the trash bin button next to a private note.
How to copy the ticket link
You can copy a ticket link to share it with other colleagues/teams/managers/helpdesk etc. You can copy every ticket inside Work place and the link will redirect to a new tab. Let’s take a look at how to do it:
- Inside the Ticket Details of the ticket you want to share click the share button.
- You will get a notification at the top of Work place saying that the link has been copied correctly to your clipboard.
- Now you can paste the link into a chat, email, etc. by clicking Control+V (Windows)/Command+V (Mac).
How to clone tickets
You can clone tickets instead of creating them from scratch. This can be useful, for example, if a report was not successful and you need a follow-up ticket with the same description and location information. Copying a ticket saves time because you don’t have to create a new one manually.
- Inside the Ticket Details of the ticket you want to clone click the clone ticket button.
- Select the project into which the ticket should be cloned from the dropdown.
- Click on the Continue to clone button.
- Double-check the Ticket Details that are cloned. You can also edit fields in this step, in case you want to change some information for the to-be-cloned ticket.
- Click on Clone.
- The newly cloned ticket should appear inside the Ticket Pool.
How to add a escalation flag
Escalation flags are usually used on tickets, that need some sort of special attention and cannot be easily handled because they fall for example out of scope.
- To add an escalation flag, click on the Escalation button.
- Provide an escalation reason.
Please note: The reason stated has to contain at least 5 characters. - Click on the Set Escalation button.
How to add a VIP flag
VIP flags are usually used on tickets with a higher priority than usual.
- To add a VIP flag to a ticket, and therefore give the ticket special attention, click the VIP flag button.
How to assign a partner
- To add a partner engineer for the ticket click on the Assign partner button.
- You will then be able to select a partner from the drop-down list.
- Click on Save after you have selected the partner which should take over the ticket.
- (Alternative) - You can also rely on the recommended partner feature, by clicking on the Recommended Partner button. Select the Recommended Partner button to do so.
- Select the best-fitting partner for the ticket, the higher the score, the better.
- Click on Save.
How to grab a ticket
A grabbed ticket indicates that you, the user, are currently working on the ticket. The grabbed indication will be visible to all other users.
- To grab a ticket click on the Grab it button.
- The ticket should be grabbed which is indicated by the button inside the Ticket Details, and as indication inside the Ticket Pool.
