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Quick Start
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Release Notes
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Short Overview
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Work place
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- What is the Ticket Pool?
- Ticket Pool Walkthrough
- How to use the Clipboard tab
- How to use the Ticket info tab
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- What can be done in the Ticket Pool?
- How to search for tickets
- How to link & unlink components together
- How to filter for tickets
- How to fine-search for tickets
- How to download ticket data as an .xls sheet
- How to copy filters / queries for colleagues
- How to email filters / queries to colleagues
- How to customize the Ticket Pool
- How to interact with tickets
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Admin panel
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- What is the Process menu?
- What is the Workflows menu?
- How to create & edit projects
- Automated Actions Walkthrough
- How to setup Custom Automated Actions
- How to setup preconfigured Automated Actions
- How to create & edit Conditions
- How to create & edit Indications
- How to setup Email templates
- How to create & edit the ticket duration
- How to setup Custom fields
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Mobile App
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Live Tracking
Interaction buttons
The interaction buttons are located in they top-right section of the Ticket header and allow for adding escalation flags, VIP flags, assigning partners and grabbing tickets.
The person button displays who currently grabbed the tickets and therefore the name of the ticket grabber.

Add escalation flag (Flash button)
To add an Escalation Flag, click on the Escalation button and select the reason for the escalation from the drop down.
Add VIP flag (Star button)
To add a VIP flag, click on the VIP flag button. Once added, the confirmation will show up in the notification area.
Assign partner (Handshake button)
To add a partner engineer for the ticket click on the Assign partner button. Once clicked you will be able to select a partner from the dropdown list.
Grab it (Hands button)
To grab a ticket click on the Grab it button. A grabbed ticket indicates that you (the dispatcher) are currently working on the ticket. It will be visible for other users.