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There are many ways to interact with a ticket:
1. Email Reply
When receiving an emailed comment, press reply to respond.
- Requestors usually use this method to reply to our message.
This will automatically notify the person who last commented through TD.
2. Through Ticket Update
This is the most comprehensive way to interact with tickets.
There are 2 ways to update a ticket:
- At the top-left of the ticket screen, click "Actions", then select "Update".
- Alternatively, on the right side of the ticket screen just above the feed, click "Update".
The process of updating a ticket involves several steps:
1. Status
Choose the appropriate status for this ticket by clicking the field. Note that different applications might have varied order or options.
You can also change the status by clicking "Edit" at the top.
- New - This ticket has been received but has not been assigned or accepted.
- This is usually the default status of incoming tickets.
- Open - No longer in use.
- Assigned - This ticket has been accepted, but work has not yet started.
- When transferring a ticket to someone else to work on, mark it as "Assigned".
- In Process - This ticket has been accepted and is currently in progress, but the work has not been completed.
- When responding to a ticket that you are handling and waiting for a reply, make it as "In Process".
- This status will still be counted under the SLA timer.
- Resolved - This ticket has been resolved.
- When all necessary work has been completed and the requestor has been informed, mark it as "Resolved".
- If you're not sure about something, it's best to leave it as "In Process" until a response is received.
- Requestors receive a survey whenever a ticket is changed to "Resolved" or "Closed".
- Closed - This ticket has been closed, and no further actions is planned.
- Change a ticket to "Closed" when a customer confirms that the issue is resolved, or there's been no response from the requestor for more than one week since your last reply.
- Requestors receive a survey whenever a ticket is changed to "Resolved" or "Closed".
- Cancelled - This ticket has been withdrawn, or canceled.
- When the ticket you have received is not a valid request, requires no action, is spam/advertising, or the requester has indicated that the ticket is no longer needed, mark it as "Cancelled".
- On Hold - This ticket has been paused but will continue later.
- When your part of the work is completed and you are waiting for other people's action, mark it as "On Hold". Often used in OTR.
- This status includes a special setting called “Goes Off Hold”, allowing you to pick a date and time when the ticket should be automatically taken off hold. Use this setting so you do not lose track of on-hold tickets, especially when the status is excluded from everyday reports.
- This status pauses the SLA timer and will not count towards the completion time for the request.
2. Responsible
If the ticket is already under the correct application, click the field and assign it to the relevant responsible individual or group. Otherwise, please relocate it to the correct application first.
If you are uncertain whom to assign this ticket to, see Service Category.
You can also click "Assign/Reassign Service Request" under the "Actions" menu or "Edit" on the top to assign the ticket.
3. Comment
This is where you can comment and communicate with the requestor or the responsible individual/group for this ticket.
Templates have been created for each application for the most commonly asked questions. Feel free to adjust the template while using it.
If you know the answer to the question but don’t have a template to use, write in your own words. If a certain question arises frequently, talk to your manager to create a template for it.
Private Comment:
- If you are communicating with the responsible party and do not want the requestor to receive the message, click the checkbox for "Make comments private" and deselect the requestor under notify.
4. Notify
The default notified person is the requestor of the ticket.
If you would like to notify all the users associated with this ticket (Requestor, Contact, and Responsible), click the blue people icon to notify them all.
If you want to notify other people in TWU, use the search icon to find their name or ID number and add them to the notification.
If you want to notify someone's personal email address instead of their TWU email address, use the "Other Email Addresses" field.
- If there's more than one, use ";" to separate them.
Please ensure you read the description and verify that the requestor matches before updating and responding to a ticket.
5. Attachment(s)
If there's a need to attach a document to the response, click on the search icon on the right.
Click "Browse" to select the file from your laptop.
Click "Upload" and then "insert checked".
6. Click "Save" at the top-left of the page
3. Through Ticket Comment
You can click "Comment" on the right side of the ticket screen, located just above the feed, to add a comment to the ticket.
Click the drop-down menu bar to select the person you would like to notify.
Once you have completed the comment field, click "Save". The person you chose to notify will then receive a message.
Private Comment:
- If you are communicating with the responsible party and do not want the requestor to receive the message, click the checkbox for "Make comments private". In this case, this comment is only visible to that application users.