Agent Guide

Ticket history


At the bottom of a ticket as you view it in the content pane is the ticket history. There are three tabs which provide different information:

  • Messages connected with this ticket - emails to and from the user, and internal agent notes.
  • Full log of all the actions that have been applied to the ticket by agents, users, or automatic processes.
  • Dates and times associated with the ticket - when it was created, how long the user has been waiting, etc.

Ticket message history

The ticket message history shows all messages between agents and the user about this ticket. It also shows agent notes ( see Replying to a ticket) in gray: these are used for internal communication between agents, and will not be seen by the user.

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By default, the message history is shown in reverse chronological order with the newest message at the top. You can change this to chronological order, with the newest message at the bottom, by changing the Show newest messages setting in your Account preferences

To see more detail about a message, mouse over the area where the age of the message is displayed:

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This displays:

  • The exact date/time the message was created
  • The IP address the message was submitted from

If your admins have installed the Resolve User Hostnames app, the hostname of the user’s device will also be displayed, which often gives more of an indication about how they are connecting to the internet.

You can access any attachments the user has sent from the ticket message history.

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You can use the image1 icon on the right-hand side of individual messages to carry out actions on individual messages. You may not have permissions to use all of these.

The possible message actions are:

  • View message in a new window enables you to view the raw message, email headers and HTML source code - see Ticket history for details.

  • Quote:

    This action inserts the message content into the reply box, formatted as a quote, email-style. image2

  • Forward message:

    This lets you forward the message as an email, for when you want to discuss it as part of a normal email conversation, rather than via Deskpro. You have the ability to cc and bcc in particpants or even forward the ticket as a new message if needed, or forward the message on from a specific point in the ticket conversation.

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  • Delete message deletes the individual message (as opposed to the ticket). Note that this action cannot be undone; deleted messages do not go to the Recycle Bin.

  • Delete Attachments allows you to delete specific attachments from a ticket message.

  • Set as agent note converts the message to a note (see Replying to a ticket) visible only to agents.

  • Split message removes the message from the thread and makes it into a new ticket. See the section on Ticket actions for more details.

  • Create Linked Ticket uses the message as the initial message in a linked ticket, linked to the original ticket. See the section Ticket actions for more details.

  • Create Linked Community Topic creates a new Community Topic post from the message that has been selected and links the post to the ticket.

  • Edit lets you edit the message content, if you have the correct permissions.

  • Download Debug File is used to diagnose technical problems. Your admins or a Deskpro employee may ask you to send them this file.

Ticket log

Click on the Full Log tab to see a record of everything that has happened related to the ticket: which SLAs were applied, automatic actions by your helpdesk, which emails have been sent, changes to properties, etc.

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If a ticket has changed in a way you don’t understand, checking the log will usually explain what made the change.

You can click on the controls at the top to show only Messages (from both agents and users), Attachments (from both agents and users) or Assignments (when the ticket’s user, assigned agent or team was changed).

This is useful to find the relevant content if the ticket has a long history; for example, this is what it looks like when you filter the log to show only attachments.

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Ticket dates and times

Click on the Dates & Times tab to see details of significant events in the ticket lifecycle, and user waiting times.

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Viewing raw message source

Sometimes it is useful to view the raw message source for a ticket message. Sometimes the user’s email client or browser may have inserted formatting that Deskpro can’t interpret; if a message isn’t displaying properly or contains strange characters, doing this might help you decipher it.

You may also want to view the email headers on a message to diagnose delivery problems.

Click on the image4 icon in the top-right corner of the message to bring up the context menu, then click View message in a new window.

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In the window that opens, click on the Raw Message tab or the Source Code tab.

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If a message contains malicious code, viewing the Raw Message (Unsanitized) tab may allow it to run. It’s best to consult with your admins before using this view.

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