.e11 Help Desk Software Manual for customer support & service software
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Representative can change current status of the ticket, if they have the requisite permissions.
To change status:
1.
On the Inbox screen, click .
2. Change Ticket Status/Representative box will pops-up, as shown in the Figure 3-14-1.
3. Select the status from the Change status drop-down menu.
4. You can also provide additional information in the following optional fields.
Note: Click Update Customer box to notify the client regarding the status of the ticket. Enter the client E-mail address, subject and details of the message in the respective boxes.
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Optional Fields |
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Field |
Description |
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Assign To |
Representatives can assign tickets to other representatives, if they have the requisite permissions. |
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Quick Response |
Reply to client along with earlier communication related to the ticket. |
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Internal Notes |
Add additional notes if any, for the representative. These notes are only visible to the representatives and cannot be viewed by the client. |
5.
Click 
to
save the changes.