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Lansweeper jobs8/28/2023 By looking at the ticket state, both user and agent know whether the ticket has been responded to and whether further action is required. State changes occur as responses are sent, but can also be made by agents or through rules. Newly created tickets are automatically set to Open. A ticket's state indicates what phase of the ticket resolution process the ticket is in and what needs to happen with the ticket.As a ticket type is linked to a specific team, the ticket is automatically assigned to the appropriate team. A user submitting a question doesn't assign his ticket directly to a team. A user submitting a question in the help desk can specify the ticket type, but a ticket's type can also be changed by an agent or set through rules. You may have ticket types for IT support, IT purchases and human resources for instance.
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