2.3 Viewing and updating tickets

You can access some of the options to update tickets right from the ticket list.

Here are some quick updates you can make to multiple tickets at this level:

Use this….	To do this…
Delete	Select the ticket(s) that you don’t need any more and click Delete
Pick up	Take ownership of a ticket
Flag Spam	Mark as Spam
Close	Close a Ticket
Assign to Agent	Assign multiple tickets to a particular agent
Bulk Actions	You will find this feature quite handy when you want to update multiple tickets simultaneously. Things that you can change: ● Type ● Status ● Priority ● Group ● Category ● Agent ● Department You can also add a bulk reply to multiple tickets.
Merge	Use this feature in case you want to merge the selected ticket(s) with another ticket. This is useful in cases like the same issue being reported by multiple members of a Team. We’ll discuss ‘merging’ tickets in detail later.

You can also click on Export to save ticket data as an Excel spreadsheet or a CSV file.

From the list of tickets, click on the one you want to view or update. This opens the tickets

detailed view that looks similar to this.

You can view everything you need to know about the ticket here- right from its status, priority

and due date to the requester’s details.

This view also lets you access more options to update the ticket’s properties. Here’s everything

you can view and update here.

If an admin adds additional fields to the ticket creation form, they will also be displayed here.