Managing Support Tickets

Once a ticket is created, you can view its details, track its progress, and communicate with the support team through comments and updates.

Viewing the Tickets List

The main tickets list page provides an overview of all your support tickets. You can find it by navigating to the support section of the ERP.

Grid Columns

Subject: The title of the ticket. Click to open the details.
Status: The current status with a color-coded badge (New, Open, Pending, Hold, Solved, Closed).
Priority: The urgency level with a colored badge (Low, Normal, High, Urgent).
Type: The ticket category with an icon (Question, Incident, Problem, Task).
Created Date: When the ticket was first submitted.
Modified Date: The last time the ticket was updated.

Filtering and Searching

Use the Search box at the top of the list to filter tickets by subject, description, or ticket number. This helps you quickly find specific tickets.

Opening a Ticket

Desktop: Double-click one name of subject to open the ticket details page.
Mobile: Single-click a row to open the details.

Note: You need edit permission to open and modify tickets. If you don't have this permission, you can only view the list.

Ticket Details Page

When you open a ticket, you'll see a detailed view with all the information and history.

Ticket Header (Read-Only)

The header displays key information at a glance:

Ticket Number: The unique Zendesk ticket ID.
Status Badge: Current status with color coding.
Priority Badge: Current priority level.
Type Badge: The ticket type with an icon.
Created Date: When the ticket was created.
Last Updated: The most recent modification time.

Ticket Information (Editable)

You can update these fields if you have edit permission:

Subject: The ticket title (max 250 characters).
Status: Change the status as the ticket progresses.
Priority: Update the urgency level if needed.
Type: Modify the ticket category.
Assignee: Assign the ticket to a specific support agent (optional). If left blank, Zendesk will auto-assign based on routing rules.
Tags: Add custom tags for categorization (e.g., billing, technical, feature-request, bug).

Description

The full description of the issue is displayed in a rich text editor. You can edit this if needed to clarify or add more information.

Comments and Activity

The comment thread is the heart of the ticket communication. It shows:

All Comments: Public comments visible to both you and support agents, as well as private internal notes (visible only to agents).
System Updates: Automatically generated notifications about status changes, priority updates, and field modifications.
Timestamps: When each comment or update was posted.

Adding a Comment

To communicate with the support team:

Use the Comment Box at the bottom of the page (rich text editor).
Click Submit Comment to post it. The support team will be notified, and the comment will appear in the thread.

Action Buttons

Depending on your permissions and the ticket's status, you may see several action buttons:

Back: Return to the tickets list. If you have unsaved changes, you'll be prompted to save them.
Save Changes: Update the ticket with any edits you've made.
Submit as Open: A quick action to change the status to "Open" and save all changes at once.
Submit as Solved: Mark the ticket as resolved, which changes the status to "Solved" and triggers a resolution notification to the requester.

The Ticket Workflow

Here's what happens during a typical ticket's lifecycle:

Creation: You create a ticket with a status of New.
Assignment: Zendesk assigns the ticket to an agent, and the status changes to Open.
Investigation: The agent reviews your description, and may change the priority if needed.
Communication: The agent adds public comments with questions or updates. You receive email notifications and can respond via Zendesk or email.
Resolution: The agent resolves the issue, adds a final comment, and changes the status to Solved. You receive a resolution notification.
Closure: After a set period (typically 24-48 hours), the ticket automatically moves to Closed. Alternatively, an agent may manually close it.
Reopening (If Needed): If the issue resurfaces, you can reopen the ticket within a certain time limit, and it will return to Open status.

If Zendesk is Unavailable

If the Zendesk service is temporarily down or unreachable, the tickets list will display a message: "Service is unavailable at the moment." All actions will be disabled until the service is restored. If this happens, please wait a few minutes and try again, or contact your system administrator.

Common Issues and Troubleshooting

"Service is unavailable at the moment": The Zendesk service is down. Wait for the service to restore or contact your system admin.
Cannot create a ticket: Ensure all required fields (Subject, Type, Priority, Description) are filled in, or request the "Add Ticket" permission.
Cannot edit a ticket: You may not have the "Edit Ticket" permission. Request this from your administrator.
Status not changing: There may be a sync delay with Zendesk. Refresh the page, check your permissions, or verify the Zendesk connection.