Allows sending the ticket report to a provided email; the user chooses the format CSV (recommended for analysis in spreadsheets)or PDF (recommended for viewing or sharing) and can include additional information by enabling the option.
Filters
Figure 3: Ticket filter.
It is possible to filter the ticket list by protocol, email, date range, status, users, organizations, projects, departments and form fields.
Chart
Figure 4: Ticket report chart.
The pie chart shows the distribution of tickets by status. The legend identifies each category (Resolved, Waiting for Response, Open and Started), while the table below details the total and the corresponding percentage for each status.
View Ticket
Tickets can be opened in a new (browser) tab or in the current tab.
Figure 5: Options to view ticket.
When accessing the ticket you view all of its information, including protocol already seen in the report list, status, dates, project, department, organization, user, description and origin which would be the channel through which the ticket was created.
Figure 6: Open ticket.
Displays all information provided by the client at the time the request was opened. The screen also offers quick access to Service History, Inbox and Threads.
View Service History
Figure 7: Ticket history.
The option to View History shows the ticket timeline in chronological order, including each status change, date and time of the event, and the elapsed time between updates.
Inbox
Figure 8: Ticket Inbox.
In the Inboxit is possible to view all messages exchanged within the ticket. This screen displays the complete communication history between client and agent, allowing you to follow the progress of the request directly from the reports.
Threads
Figure 9: Ticket threads.
Threads are emails sent to third parties without access to the Workspace, used when you need an external response to move the ticket forward. While the client is served by the Inbox, external messages remain in Threads.
