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Help Center
Guides
Legacy - Agent Guide
Tickets
Tickets
Ticket Handling
WARNING You're browsing the documentation for an old version of Deskpro. Consider updating to
Deskpro Horizon
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Legacy - Sysadmin Guide
Legacy - Admin Guide
Legacy - Agent Guide
Developers
Reports Guide
On-Premise Controller
Agent Guide
Admin Guide
Legacy - Agent Guide
Admin Guide
Agent Guide
On-Premise Controller
Reports Guide
Developers
Legacy - Agent Guide
Legacy - Admin Guide
Legacy - Sysadmin Guide
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The Agent Interface
The Agent Interface
Introduction and Overview
Header
Filter pane
List pane
Content pane
2-column view
Account preferences
Tickets
Tickets
Elements of a Ticket
Ticket Properties
Ticket status
Sub Statuses
Ticket assignment
Departments
Ticket fields
Ticket history
Ticket Handling
Replying to a ticket
Replying to tickets by email
Ticket attachments
Creating a ticket
Ticket actions
Filtering and sorting tickets
Prioritizing tickets
Searching for tickets
Additional Ticket Features
Follow Ups
Approvals
Realtime updates
Mass actions
User satisfaction
Time log and billing
Chat
Chat
Introduction to chat
Accepting Chats
Chatting with users
Assigning chats
Viewing open and past chats
Creating a ticket linked to a chat
Custom chat fields
Voice
Voice
Introduction to Voice
Signing in to Voice
Voice Call Interface
Call Controls
Inbound Calls
Outbound Calls
Ticket Call Record
Forwarding Calls
Voicemails
Voice with the CRM
CRM
CRM
CRM Introduction
Browsing CRM records
User records
Usergroups
Organizations
New Users
User actions
Searching CRM records
Publish
Publish
Introduction to Content Publishing
Managing portal content
Portal content categories
Knowledgebase articles
Guides
News posts
Downloads
Article and News Templates
Comments on portal content
Glossary
Helping users find content
Translations for Publish content
Community
Community
Community Introduction
Community Channels
Community Topic Statuses
Browsing Community Topics
Editing Community Topics
Tasks
Tasks
Creating a task
Linking tasks to tickets
Keeping track of tasks
Working with tasks
Commenting on tasks
Productivity
Productivity
Snippets
Macros
Problems & incidents
Agent IM
Agent IM
Instant Messaging
@mention notifications
Appendix
Appendix
Deskpro Terminology
Ticket Handling
in Tickets
Authors list
Published:
Jan 17, 2020
|
Last updated:
Jan 17, 2020
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Pages in Ticket Handling
Replying to a ticket
Authors list
CL
Christine Loh
Published:
Mar 22, 2017
Last updated:
Mar 16, 2022
Replying to tickets by email
Authors list
CL
Christine Loh
Published:
Mar 22, 2017
Last updated:
Mar 16, 2022
Ticket attachments
Authors list
CL
Christine Loh
Published:
Mar 22, 2017
Last updated:
Mar 16, 2022
Creating a ticket
Authors list
CL
Christine Loh
Published:
Mar 22, 2017
Last updated:
Mar 16, 2022
Ticket actions
Authors list
Published:
Mar 22, 2017
Last updated:
Sep 10, 2019
Filtering and sorting tickets
Authors list
Published:
Mar 22, 2017
Last updated:
Sep 19, 2019
Prioritizing tickets
Authors list
CL
Christine Loh
Published:
Mar 22, 2017
Last updated:
Mar 16, 2022
Searching for tickets
Authors list
CL
Christine Loh
Published:
Mar 22, 2017
Last updated:
Mar 16, 2022
next page
Additional Ticket Features
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