Help & Support » Guides » User Guide » Modules » Tickets » Work with Tickets

Work with Tickets

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 a Ticket

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 Ticket button.

accelo.TicketDropDown 

The options available in the drop-down list are:

  • Create Signoff (PREMIUM): Create a Signoff for a Client to approve.
  • Create Expense (PREMIUM): Create an Expense for invoicing.
  • Link Asset: Connect a relevant Asset to the Ticket.
  • Surrender Ticket: Release the current assignee so that the Ticket is unassigned. You will be prompted to fill in a notification that will be sent to the current assignee.
  • Claim Ticket: Claim yourself as the manager of the Ticket if it is currently unassigned.
  • Assign Ticket: Assign the Ticket to another user if the Ticket is currently unassigned. You will be prompted to fill in a notification that will be sent to the new assignee.
  • Reassign Ticket: Allocate a new assignee for the Ticket. You will be prompted to fill in a notification that will be sent to the new assignee.
  • Merge in Ticket: Merge multiple Tickets into the current Ticket you are viewing.
  • Convert to Type (PREMIUM): Change the Status and Progressions of your current Ticket into another Type.
  • Delete Ticket: Remove the Ticket from your Accelo database. This cannot be undone.


 

Logging Time

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:

  1. Select the Tasks tab in the Ongoing Work section.

    accelo.TicketTasks2 
  2. Click on the arrow next to the Task you want to add an Activity to.

    accelo.TicketTasksAddActivity 
  3. Click Add Activity.

    accelo.TicketTasksAddActivity2 

To make an Activity non-billable, uncheck the billable box located next to the Timer at the bottom of the activity.

accelo.TicketTasksAddActivityBillable

 
 

Update Ticket Status & Progressions

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.

accelo.TicketStatus  

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:

  1. Click on the Status you want to change the Ticket to.


 

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.

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