How Tickets Work


This article is about how tickets work in RequestTrackerPro, how to resolve them, and what each of its different fields do and mean. You can also learn how to:

In addition to the queue, tickets form the backbone of RequestTrackerPro, and allow you to respond to customer issues quickly and efficiently. Tickets allow you to respond directly to customers via email, leave comments for other support agents, and merge similar tickets from the same customer together.

How are tickets created?

Tickets can be created in multiple ways:

  1. By a user sending an email to one of your customer support email addresses, which places them in a queue.
  2. By creating them yourself using the Create Ticket or Take Call screen.

Tickets include the following fields:

  • Status: the progress of the ticket. You can learn more about ticket status’ here: Create Tickets.
  • Customer Name
  • Category
  • Originally Created
  • Notify Date: the date set in the notify field when creating a ticket. It also appears on your Follow Up Calendar.
  • Priority: the relative importance of the ticket compared to others. 10 is the highest priority. 
  • Requestor: the name provided by the customer when creating the ticket.
  • Flow: the incoming and outgoing messages with the customer.
  • Owner: the user agent who created the ticket, or who was assigned to the department and queue where the ticket was sent.
  • Phone Number: optionally, the phone number of the customer.
  • Start/End Time: the time when the ticket was first created and when it was resolved.

Also, each ticket has a full interaction and status record below the Ticket Information area.

Each tab provides a different level of information:

  • Full: a full record of all interactions with this ticket, including updates made by user agents, messages sent to and from the customer, and any other times the ticket was touched by a user agent.
  • Correspondences: provides an overview of all of the incoming and outgoing communications with the customer.

Notes: any comments or replies made by user agents. The comments that appear in this tab are not visible to the customer.

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