In the Ticket Details section, you can view all the information about support service tickets.
Find information on:
⚠️ Attention: This feature is available for Viewer, Agent, Operator, and Admin profiles.
How to View Ticket Details
To view the ticket details, follow these steps:
1. Go to Support Service > Tickets.
2. Select the desired ticket.
3. Click on Options in the upper right corner, next to the ticket's status.
How to Analyze Ticket Details
In the Ticket Details screen, you will find the following information:
Principal
Ticket ID: Ticket number and subject.
Opened by: Name of the Agent who opened the ticket.
Opened through: Source of the ticket.
Service Group: Group to which the Agent belongs.
Waiting time in line: Time the customer waited for support.
Opened on: Date and time when the ticket was opened.
Status: Current status of the ticket.
Due date on: Date and time related to the due status.
Resolved on/of: Date and time when the ticket was resolved.
Closed on: Date and time when the support was closed.
Reopened on: Date and time when the support was reopened.
Number of Reopenings: Number of times the ticket was reopened.
Duration in running hours: Total time (in days and hours) from opening to resolution.
Duration in business hours: Total time (in working hours) from opening to resolution.
Deadline for the first Response: Deadline for the first response to the customer.
Date of the first Response: Date and time when the first response was sent.
Continuous Hours until First Response: Total time (in days and hours) to the first response.
Elapsed working until first response: Total time (in working hours) to the first response.
Limit of actions added by agents: Maximum number of actions allowed on the ticket.
Number of shares added by agents: Total number of actions taken by agents.
Analytics: Date and time, group name, assignee name, user who changed the ticket, time spent in calendar and business hours.
Details by Responsible person (Agent Summary): Group name, assignee name, time spent in calendar and business hours.
Group Details (Group Summary): Group name, time spent in calendar and business hours.
Change History: Date and time, ticket status, status type, justification, user who made the change, time spent in calendar and business hours.
Details by Status and Justification: Ticket status, status type, justification, time spent in calendar and business hours.
Details by Status: Ticket status, status type, time spent in calendar and business hours.
Details by Status Type: Status type, time spent in calendar and business hours.
Action ID: ID of the action where the attachment was added.
Attachment: Description and size of the attachment.
Added by: Name of the agent who added the attachment.
Attached on: Date and time when the attachment was added.
Download Attachment: Click the icon to download the file individually.
💡 Tip: When selecting more than one attachment, you can perform bulk actions, such as using attachments in a new action or downloading selected attachments.
ID: Ticket number.
Subject: Ticket name.
Customer Name: Client details.
Blended by: Name of the agent who performed the merge.
Blended in: Date and time when the merge occurred.
That's it! Now you know all the details of support tickets.
⚠️ Attention: The information in Ticket Details is not updated in real-time. To view updated information, close and reopen the screen.