In the Ticketing interface, if you hover over the subject of a Ticket the Ticket Preview feature will open:

This window gives you a preview of the most recent message in the thread, and provides a number of actions that you can take from the preview window.

The actions are divided into 6 sections:

• Assigned Agent

• Team

• Followers

• Delete

• Status

• More

Here is a quick run through of the sections, the actions you can take and what your options are:

Assigned Agent

Just like on an open ticket, there are quick actions that can be taken to assign a ticket to yourself or unassign it. This is done with the Me and Unassign buttons.

To re-assign a ticket to other agents you can also use the dropdown:

The dropdown menu is searchable, and divided into different tabs to look through All Agents, Agents on your Team, and Agents in your Department to make it easy for you to find the Agent you need.

Team

You can re-assign a Ticket's team using the dropdown in the Team section of the action bar. You will be able to re-assign the ticket to a different team, or unassign it from a team. You can also search for teams using the search bar.

Followers

If the followers section, you can add other Agents as followers on a ticket using the dropdown, you can use the search bar on the dropdown to find specific Agents. And you can quickly add yourself as a Follower by clicking the Follow button.

Delete

The delete section lets you take two primary actions:

• Delete Ticket which deletes the ticket.

• Ban User and delete their tickets which bans the user and deletes all the tickets associated with their account.

When selecting either of these options you will be asked to confirm your choice before any action is completed.

Status

The Status section lets you update a Tickets status and sub-status without opening the ticket.

To change a Ticket's status simply click on the icon that represents each status, if there is a sub-status a caret will be shown and when you hover over the status the sub-statuses will appear in a dropdown.

The icons, from left to right, represent: Awaiting Agent, Awaiting User, Pending, and Resolved.

More

The More section lets you use a number of ticket actions.

Labels

The Label icon lets you add labels to a ticket, you can use the search bar to find a specific label and you can multi-select labels you want to add to the ticket.

Macros

You can also run a Macro by clicking on the Rocket icon. This will open up the Macro menu which will let you select and run a Macro:

Problems

The Problems icon lets you add a Ticket to an open problem in the helpdesk to help any issues all relating to a specific cause be managed more efficiently as they are all linked to the relevant Problem.

Stars

The Star icon will let you add a Star to a Ticket to help you categorize the ticket by your own personal stars.

Locking

The Lock icon will lock the Ticket, to indicate that you are working on it and stop other Agents from replying.