The following sections are an introduction to the primary Ticket features that exist in Deskpro.

You can watch our video introduction to Ticket Actions which will give you an overview of all the Ticket actions available to Agents and what they do.

We will cover applying each of the specific actions to tickets in more depth over the following pages.

Accessing Ticket Actions

You open the ticket actions menu from the header bar of a ticket.

By default, the actions that will appear in the header bar are:

• Delete

• Lock

• Macro

• Follow Up

You can access the other Ticket Actions from the More dropdown menu:

This menu will display any of the Ticket Actions that you have permission to take.

You are able to choose which Actions you want to display in the header bar for quick application by clicking the eye icon next to an action you want to appear, and the default actions can be removed in the same way. Whenever you add an Action to the header bar it will appear on the right of any other actions that are available. You can see this below where Problem has been added to the header bar alongside the default actions:

Note

There is no limit to the number of actions you can add into your header bar:

Where space is limited, for example if a Ticket has several labels applied, then the Ticket Actions will take priority over any labels, the overflowing labels will be added with a " " where needed, indicating additional labels.