Manage actions on individual tickets

This article contains information on the following topics:

• Add or update ticket conversations
• View and update related tickets
• View and update tasks
• View the ticket activity log
• View and update ticket resolution
• Edit ticket details
• Add watchers, share, or close ticket
• Other ticket actions
• View and update ticket summary, contact information, properties, and time entries
• Schedule meeting with contact

On any individual Ticket Details page, you can view and/or update:

• Ticket description

• Public or private notes that are a part of conversations

• Other tickets related to the ticket

• Tasks associated with the ticket

• Activity log

• Resolution notes

• Ticket summary

• Client information

• Ticket properties

• Time entries added to the ticket

• Schedule meeting with contact (applicable only with the Office 365 Calendar marketplace app integration)

To manage actions on individual tickets:

1. Login to your Freshservice for MSPs account.

2. Go to Tickets > List.

3. Click any ticket Subject to open the ticket details page.

The Ticket Details page shows various options to effectively manage an individual ticket (as depicted in the following figure).

• You can view or update the ticket details, related tickets, tasks, activity, and resolution with the actions available under each tab.

• Add watchers and conversations for the ticket, share, edit, and perform other actions.

• View or update the ticket summary, client information, properties, and time entry widgets.

Add or update ticket conversations

1. On the Ticket Details page, click Reply, Forward, or Add note under Conversations to add or update the ticket conversations.

2. Alternatively, you can use the options available on the Reply dropdown at the top right corner to add or update the conversations.

View and update related tickets

1. To view and update the related tickets, go to the Related tickets tab. The child tickets related to the primary ticket are shown here.

2. Click any child ticket name to view it in a new tab.

3. Or, click Add child tickets to associate more child tickets with the primary ticket. The Add child tickets section is shown on the right pane.

4. Create a new child ticket or add an existing ticket as a child ticket.

View and update tasks

1. To view and update the tasks associated with a ticket, go to the Tasks tab. The tasks related to the primary ticket are shown here.

2. Click any task name to view or update its details on the right pane.

3. Click the  icon on the selected task section to edit or delete the task. You can also change the status of the task from the status dropdown.

Note: The options for editing, deleting, or changing task status are also available on the Tasks tab next to each task.

4. Click Add task on the Tasks tab to add more tasks related to the ticket. The Add task section opens on the right pane.

5. Add relevant details for the new task, and click Save. The new task is listed on the Tasks tab.

Note: Each ticket task is assigned a sequence number based on the order in which the tasks are added to the ticket (for example, 1, 2, 3, and so on). By default, tasks are executed based on the ordered sequence. However, the sequence order can be changed.

6. If you want to reorder tasks in a specific order, hover over a task and use the  icon that appears on the left side. The task sequence is updated after you reorder tasks.

Note: You can also update the sequence numbers for tasks manually by changing the sequence number in the number fields next to the status fields. Additionally, you can update the same sequence number for two or more tasks, which enables parallel execution of tasks with the same sequence number.

Note:

• If you want all the completed tasks moved to the top of the tasks list, enable the Finish to start dependency toggle and select Yes. If you select No, the task statuses are adjusted based on the defined rules or workflows.

• Sequential dependency of tasks ensures that one task is completed before another task in the sequenced order can commence (for example, Task 1 is completed before Task 2 can commence).

• Client details cannot be modified when adding or editing tasks associated with tickets. All tasks related to a specific ticket remain linked to the original client of that ticket.

• All the individual ticket-related tasks are also available in the Tasks module (see Manage ticket tasks for more information).

View the ticket activity log

1. To view the ticket activity log, go to the Activity tab. The complete activity log related to the ticket is shown here. You can view when a particular activity was executed, whether it was a workflow task, or SLA Policy related, and so on.

2. You can export the activity log details using the Export option. The activity log is exported to your email address.

View and update ticket resolution

1. To view and update ticket resolution, go to the Resolution tab.

2. Enter the resolution note and save the details. You also have the option to edit or delete resolution notes.

Edit ticket details

1. On the Ticket Details page, click Edit at the top right corner. The Edit ticket section is shown on the right pane.

2. Update the subject, contact, department, description details, or attach files. You can also add a new contact. Then, click Update.

Add watchers, share, or close ticket

1. To add watchers, click the ‘star’ icon at the top right corner.

2. You can add yourself or add all the required watchers from the Add watchers dropdown.

3. To share the ticket, click the Share dropdown at the top right corner.

4. Search and add users with whom you want to share the ticket. Then, click Share.

Note: Only tickets from the same client can be shared with agents or contacts.

5. To close the ticket, use the Close button at the top right corner.

Other ticket actions

1. For other ticket actions, click the  icon at the top right corner.

2. Then, select the required action.

3. Click Change client to change the client. The Change client for this ticket section is shown on the right pane.

Note: Only tickets from the ‘Default’ client can be changed to another client. Tickets from clients other than the ‘Default’ client cannot be changed.

4. Select the required client and contact you want to change from the Client and Contact dropdowns. Click Change.

Note: See Manage actions on multiple tickets for information on merging tickets.

View and update ticket summary, contact information, properties, and time entries

1. In the ticket Summary widget, you can update the Resolution due field using the pen icon next to it. You can also view other details, such as Priority and First response due.

2. In the Client information widget, you can view details, such as Client, Contact, Email, Phone, and Address. Click the Client name link to go to the Client details page.

3. In the Properties widget, you can view and update details, such as Priority, Status, Impact, Agent Group, Department, and so on. When required, you can make the necessary changes and click Update.

4. To track the time spent on each ticket, you can add time entries. Click Add time in the Time entries widget.

The Add time section opens on the right pane.

5. Add the time entry details, such as Task, Agent, Time Spent, and so on. Then, click Start timer.

Schedule meeting with contact

In the Client information widget, you can also schedule meetings with contact if you have integrated the Office 365 Calendar marketplace app. See Freshservice for MSPs Integration with Office 365 Calendar for more information.