Ticket Details

This is where you can reply and edit ticket data.

ConnectWise

1. Ticket context

The ticket context allows you to instantly switch between the ticket, the contact assigned to the ticket, and the company of the assigned contact. This can be useful if you need to check contact or company information quickly, or to check other tickets they have created. At the right hand side of the context, you can open the ticket inside your PSA. This is useful if you need a specific function from the PSA that Tech does not implement.

2. Ticket information panel

This panel shows other details about the ticket. It shows:

  • Ticket number
  • Board
  • Status
  • Priority
  • Created time
  • Updated time
  • Assigned resources
  • Assigned contact and company
  • Type
  • Subtype

You can also change the assigned contact of the ticket, change the type, sub type, status, or priority, and initiate a chat session to the assigned contact.

3. Assigned resources

This panel allows you to view all the resources that have been assigned to the ticket. There is also an assign me button which does what you expect.

4. Timeline

The timeline shows all ticket notes (internal, resolution, and public) and also shows all documents that have been attached to the ticket. Most image files and pdfs can be previewed inside Tech. To do this, you can click on the thumbnail of the file (if you just want to download, click the file name):

This opens a modal which displays a larger version of the image. It also has options for you to download the file to your machine:

At the bottom of the timeline you will find the note/time entry form:

From here you can either add a note or add a time entry. In order to add a time entry, the current status of the ticket must allow time entries. If it doesn't, the add time entry tab will be disabled until the status is changed.

From the moment you open the ticket, a timer will start. The time on ticket can be seen from the time entry form, from here you can pause or resume the timer or view the advanced time options:

This allows you to fine tune the start and end time of the time entry. If you leave the ticket, the timer will automatically be paused. This will happen if you navigate away from the ticket, for instance to check another ticket. This means that the timer is not 100% accurate - it is a good idea to use it as a guide for how long you have been working on a ticket, and then when you add your time entry use the advanced options to record an accurate work time.

Autotask

1. Ticket context

The ticket context allows you to instantly switch between the ticket, the contact assigned to the ticket, and the company of the assigned contact. This can be useful if you need to check contact or company information quickly, or to check other tickets they have created. At the right hand side of the context, you can open the ticket inside your PSA. This is useful if you need a specific function from the PSA that Tech does not implement.

2. Ticket information panel

This panel shows other details about the ticket. It shows:

  • Ticket number
  • Queue
  • Status
  • Priority
  • Created time
  • Updated time
  • Assigned resources
  • Assigned contact and company

You can also change the assigned contact of the ticket, change the type, sub type, status, or priority, and initiate a chat session to the assigned contact.

3. Assigned resources

This panel allows you to view all the resources that have been assigned to the ticket. There is also an assign me button which does what you expect.

4. Timeline

The timeline shows all ticket notes (internal, resolution, and public) and also shows all documents that have been attached to the ticket. Most image files and pdfs can be previewed inside Tech. To do this, you can click on the thumbnail of the file (if you just want to download, click the file name):

This opens a modal which displays a larger version of the image. It also has options for you to download the file to your machine:

At the bottom of the timeline you will find the note/time entry form:

From here you can either add a note or add a time entry. The add time entry button will open the ticket inside Autotask so you can add a time entry. We will be adding native support soon, once we work around some issues.


How did we do?