Manage your tickets, log time against a ticket, and update the ticket's status, all from the Ticket View page. Ensure that all work is completed correctly and time is logged against the ticket so that billing is accurate.
Using this guide, you can:
Manage the details of your Tickets to ensure that all the information is accurate and work is being completed correctly.
Managing internal Ticket details can be done by clicking on the More button.
The options available in the drop-down list are:
Log your time as you work on a Ticket in order to ensure that billing is accurate. At any time, Add an Activity to the Ticket to log time, or start a Timer against the Ticket with the click of a button. All work and time logged against a Ticket will be defaulted to Billable unless noted otherwise.
Click +Add New Activity from the top left to start a new Note, Call, Email, or Meeting against the Ticket. Learn more about Adding an Activity.
To add an activity against a specific Task:
To make an Activity non-billable, uncheck the billable box located next to the Timer at the bottom of the activity.
Your Status & Progressions for the Ticket are located at the top of the Ticket Overview. These operations are dependent on the progression that is configured for each Ticket type you use.
Unless customized to be otherwise, by default there is a Resolve or Close progression available when a Ticket is in an Open Status.
To change the Status of a Ticket:
Some Status changes may require you to provide more information or prompt you to complete certain steps. You may also be prompted to approve the activities against the Ticket, ensuring that any time spent on the Ticket has been reviewed and then appropriately allocated to an invoice.
Learn how to configure your Status & Progressions.