Helpdesk uses the WordPress behaviour to show tickets listing. Here is a screenshot of the same
Helpdesk automatically assigns a unique id for each ticket. Along with ID, the ticket title shows here which is the mail subject or support form title, as submitted by the customer.
Based on the state of the ticket the ticket status can be ‘Answered’, ‘Unanswered’ or ‘Archived’. Staff can update the status from ticket’s Web UI too. ( Refer Section 3.4, Point 11 for details)
Name of the person who created the ticket.
The staff member to whom the ticket is assigned. And it also shows Staff participants.
5. Reply Count
The number of replies on a ticket.
The product for which the customer is creating the ticket.
While filling the support form customer chooses from a list of products. (Refer 7.1 General for details on Choose Product dropdown) The chosen product will display in the ticket row as shown in the screenshot.
Staff can also assign products for the tickets by simply doing a Quick Edit. (Ref: C.Ticket Editing below)
You can assign a ticket to various teams. (Refer Section 5.1 for details)
B. Sorting and Filters
Clicking Mine lists all the tickets assigned to the logged-in staff member.
This will list the tickets favorited by the member viewing the ticket listing page.
Clicking All will list all the tickets with any status, sorted as latest first.
Lists all the unanswered tickets
Lists all the answered tickets
Lists all the archived tickets
Lists the tickets which the logged in user has subscribed to.
8. Bulk Actions
Used for Bulk Editing and moving the tickets to trash.
9. Filter by Dates
Option to filter tickets by date.
10. Filter by Status
Option to filter tickets by ticket status.
11. Filter by Assignee
Option to filter tickets by assignee.
12. Filter by Product
Option to filter tickets by products. Select the Product from the dropdown and click the Filter button, it will then display only the tickets for the selected Product.
C. Ticket Editing
1. How to quickly edit tickets ?
i) Mouseover tickets to do quick editing
Mouseover any ticket to quickly edit it.
ii) Click Quick Edit
Clicking ‘Quick Edit’ link will open the screen as shown below where you can quickly edit and update the important ticket details like ticket’s Title, Products, Teams, Status etc.
iii) Click Update button
Click on the Update button when editing is finished.
2. How to bulk edit tickets ?
i) Select tickets, choose Edit and Apply
You can use bulk edit for editing multiple tickets. You can select as many tickets you want from the ticket checkboxes then choose the Edit option from the Bulk Actions dropdown and click the Apply button.
ii) Update Products, Teams or Ticket Statuses
Selecting tickets and clicking Apply button will open the screen as shown below where you can bulk edit and update the important ticket details like ticket’s Products, Teams, Status etc.
iii) Click Update button
Click on Update button when editing is finished.