SupportUpdated
Ticket details
Read and change a ticket's properties, see its SLA clocks and billable time, and look at the requester's other tickets beside the conversation.
When you open a ticket in the support inbox, the panel on the right holds its details: the properties you can change, its SLA clocks, its time, and who asked.
Properties
Under Properties, click a value to change it:
- Status, Priority and Assignee.
- Group, Type and Channel.
- Company and Contract. Picking a company with exactly one active contract fills in the contract.
A contract with hours agreed shows how much of them is used, under the Contract row.
Sender not verified means the client typed their address on the portal or wrote by email, and hasn't yet opened the link Spodus emailed them. Their company and contract were filled in from that address.
SLA
Three rows show where the ticket stands against its SLA:
- SLA policy: the policy the ticket is measured against.
- First reply and Resolution: when each target is due, such as Due in 2h. They read Paused while the ticket is Pending or On-hold, Overdue by a time once late, and Met or Missed once done.
See Set up SLAs.
Billable and time
- Billable is on for every ticket unless you turn it off. Turn it off when time on this ticket should not count against the client's contract or be billed.
- Time shows the hours logged on the ticket. Click Log time to add time, or the play button to start a timer. This row shows when Time tracking is on. See Track time.
Tags
Tags show under the properties when a ticket has any. Add them when you create the ticket, or with a macro. See Create a ticket and Macros.
The requester and their history
Under Requester you see who asked, linked to their contact when there is one, and their company.
- The line under their name is where replies go. Click it to change it. If it's empty, click Set reply address.
- Their other tickets lists the requester's other tickets with their status. Click one to open it.
- Create deal from ticket starts a deal for the same company. It shows when Deals is on.
Change the subject
Click the pencil (Edit subject) next to the subject at the top of the ticket, type the new one and press Enter.