Reading and Replying to a Ticket
From ACCORD5 Docs
Reading a Ticket
To read a ticket, simply click on its subject in the Ticket List. You will be brought to the Ticket View screen, which we will walk you through now:
Ticket Details
The Ticket Details panel shows important information about the ticket you are viewing.
1: Ticket ID number
This is the unique number used to identify a particular ticket.
2: Ticket priority
This is the priority level that the customer has assigned to their ticket. See Changing the Priority of a Ticket to learn how to change this priority.
3: Ticket department
This is the department that the customer has submitted this ticket to. You can move a ticket to a different department; see Moving, Closing, or Deleting a Ticket.
4: Submission timestamp
This is the date and time at which the ticket was submitted by the customer.
5: Submitter name
This is the username of the customer that submitted the ticket.
6: Submitter email
This is the email address of the customer that submitted the ticket.
7: Number of replies
This is the total number of replies that have been made to this ticket.
8: Latest reply timestamp
This is the date and time at which the latest reply to this ticket was made.
9: Latest replier
This is the username of the person that replied to this ticket last.
10: Ticket status
This is the current status of the ticket. Tickets can be Open, In Progress, On Hold, Awaiting Client Action (ACA), Escalated, or Closed.
11: Assigned to
This is the username of the staff member that this ticket is assigned to. To assign a ticket to someone, click on "Not Assigned" and choose a user from the list.
12: Satisfaction rating
This is the satisfaction rating that the customer has made based on your quality of service.
The series of buttons running along the top of the Ticket Details panel is explained in Moving, Closing, or Deleting a Ticket.
Ticket Content and Replies
Now let's take a look at ticket content, including the customer's explanation of the issue and subsequent replies.
1: Ticket subject
This is the title of the ticket. The submitter's name is also shown next to the title.
The small "EDIT" link allows you to change the ticket subject, ticket priority, or customer explanation; see Changing the Priority of a Ticket.
2: Customer explanation
This is the customer's explanation of the issue.
3: Staff reply (green)
This is a staff reply. Notice that replies written by staff members are marked with a green bar. The reply is timestamped, and can be edited or deleted using the two icons on the far right.
4: Staff-only reply (red)
This is a staff-only reply. It is only visible to staff members; customers cannot see it. Notice that staff-only replies are marked with a red bar. The reply is timestamped, and can be edited or deleted using the two icons on the far right.
5: Customer reply (blue)
This is a customer reply. Notice that replies written by the customer are marked with a blue bar. The reply is timestamped, and can be edited or deleted using the two icons on the far right.
Replying to a Ticket
This is the Ticket Reply panel. To reply to a ticket, type your response in the reply composition box.
1: Formatting toolbar
If the rich text editor is enabled, you will have access to several formatting options including bold text, italicized text, underlined text, colors, lists, links, pictures, spell check, and more.
2: Reply composition box
Type your reply in this box.
3: Add Reply button
Once you have finished composing your reply, click on the "Add Reply" button to submit it.
4: Canned Replies
To select a canned reply to insert, click on the "Canned Replies" link. Canned replies are pre-made responses that you can quickly insert into your reply. See Canned Replies for more information.
5: Make this a Staff Only Reply
Put a check in this box if you want this reply to be visible to staff members only.
Ticket History
This is an overview of all recent activity related to this ticket including the addition, editing, and removal of replies. Each activity includes a timestamp and the username/IP address of the member performing the action.
