Tickets Page

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    Analysts can view and search for tickets with the Tickets page in the Tikit Web App.

    To view the Tickets page:

    • Sign in to the Tikit Web App. The Tickets page will be opened as the homepage to the web app. 
    • You can also use the left navigation by selecting the Tikit logo or Tickets.

    To view the Tickets page:

    1 Search for specific results. 1 of 9 2
  • Filter tickets by:
      • All Active Tickets with a status that is not Closed or Deflected, including custom Status values.
      • My Work Tickets assigned to you.
      • Unassigned Tickets with no assigned analyst.
      • Closed Tickets with a status of Closed.
      • Deflected Tickets with a status of Deflected. Deflected tickets are created automatically when users respond to HelpBot’s ticket deflection.
    2 of 9
    3 Export current table as a Microsoft Excel Document (.xlsx). 3 of 9 4 Reset the table to the default display settings. 4 of 9 5 Add new item based on the current table.
    For example, creating a new Ticket or Tag. 5 of 9
    6 Filter results based on a specific table column. 6 of 9 7 Potential actions based on table.
    For example, Deleting a Ticket or viewing Ticket history. 7 of 9
    8 Tables support pagination for navigating results with the option to limit the number of items per page or even displaying all results. 8 of 9 9 Refresh results without changing any table settings. 9 of 9
    1. Search Search for specific tickets.
    2. Filters Filter tickets by:
      • All Active Tickets with a status that is not Closed or Deflected, including custom Status values.
      • My Work Tickets assigned to you.
      • Unassigned Tickets with no assigned analyst.
      • Closed Tickets with a status of Closed.
      • Deflected Tickets with a status of Deflected. Deflected tickets are created automatically when users respond to HelpBot’s ticket deflection.
    3. Export to Excel Export tickets as a Microsoft Excel Document (.xlsx).
    4. Reset Table Settings Reset the table to default display settings.
    5. Add Add new ticket.
    6. Column Filters Filter results based on a specific table column.
    7. Actions Potential actions based on table.
      • Delete Delete ticket.
      • History View history for ticket.
    8. Pagination Navigating results with the option to limit the number of items per page or even displaying all results at once.
    9. Refresh Table Refresh table without changing table settings.

    To create a new ticket in the Tickets page:

    1. Select Add Add to open the New Ticket form. The table following the image describes each setting and their parameters.
    Field Required Description Example
    Request Yes The only required field for a ticket. New network drop.
    Status Ticket status dropdown Resolved
    Requester Affected user for request. Patti Fernandez
    Category Ticket category dropdown. Networking
    Priority Ticket Priority dropdown. Medium
    Assignee Assigned analyst for request. Diego Siciliani
    Due Date Date ticket is scheduled to be resolved. 01/01/2021
    Resolution Date Date ticket was resolved. 01/01/2021
    1. Enter form values as needed, then select Ok to save the ticket.
    1. The new ticket will now appear in the Ticket Grid. You may need to choose a different filter if it doesn’t.

    To delete a ticket on the Tickets page:

    • In the Actions column for a ticket, select Delete, then select Ok to confirm.

    To view a ticket’s history from the Tickets page:

    • In the Actions column for a ticket, select History. to open the ticket’s history page.
    July 12, 2021
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