Viewing and Sorting Your Tickets
From ACCORD5 Docs
Contents |
Viewing Your Ticket List
To view your tickets, head over to the "Management" section of the ACP. You will be greeted with the Ticket List panel. All tickets requiring staff attention from the departments you have permission to access are shown here.
1: Ticket ID number
This is the unique number used to identify a particular ticket.
2: Ticket subject
This is the title of the ticket. Click on it to view the actual ticket; see Reading and Replying to a Ticket for more information about viewing a ticket.
3: 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.
4: Ticket department
This is the department that the customer has submitted their ticket to. You can move a ticket to a different department; see Moving, Closing, or Deleting a Ticket.
5: Submission timestamp
This is the date and time at which the ticket was submitted by the customer.
6: 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.
You'll also notice a checkbox next to each ticket, and a drop-down menu at the bottom of the list labeled "With Selected". These are the ticket multi-moderation features; see Moving, Closing, or Deleting a Ticket for more information.
Sorting Your Ticket List
Column ordering
You can click on one of the column headers (ID, Subject, Priority, Department, Submitted, or Status) to sort your tickets in that fashion. For example, clicking on ID will sort your tickets by ID number in numerical order, whereas clicking on Subject will sort your tickets by subject in alphabetical order. Once you have clicked on a column header, you can click on it again to toggle between ascending and descending order.
The default order setting is Submitted (sorted by timestamp), with newer tickets displayed at the top and older tickets displayed at the bottom.
Filters
Click on the yellow "Filters" button in the top right corner of the Ticket List panel to reveal new ticket view options.
Filter by status
You can view tickets of a particular status: Open, In Progress, On Hold, Awaiting Client Action (ACA), Escalated, Closed, All But Closed, or All. The default setting is All But Closed.
Filter by department
You can view tickets of a particular department. Click any one of your departments to view relevant tickets, or select All to show tickets from all accessible departments.
