| On receiving a service request, a service ticket | | | | The view tickets admin function of a system such as |
| system is used to first access the customer | | | | Ticket Centre can be used to display pending service |
| database to confirm the information supplied by the | | | | request tickets. The system typically displays details |
| customer. If the request is about an existing ticket, | | | | such as the name of the creator of the ticket, the |
| you need to just search the ticket history of the | | | | area of service, the description of the ticket, the |
| customer. | | | | identified priority level, the time when the ticket was |
| If the request is completely new, a new ticket can | | | | saved, and if the ticket is on hold. Most systems |
| be created and its details entered with customer | | | | allow tickets to be sorted in the ascending or |
| inputs and description of the problem. When the | | | | descending order of their name, time, priority or |
| ticket is saved, email messages are sent to notify | | | | domain. |
| customers and the service desk. When the problem | | | | Instead of a list of tickets, you may also view the |
| associated with the ticket is resolved completely, the | | | | details of each ticket in a screen. A ticket that you |
| status of the ticket is changed to Closed. Certain | | | | view in this way will display the till-date information |
| ticket systems allow cloning of tickets so that the | | | | and comments posted by other service operators or |
| time required to open tickets addressing the same | | | | technicians on the ticket. You can use this screen to |
| problem or customer is saved. Tickets should be | | | | make additions and changes to the ticket such as |
| closed only after customer agrees that the problem | | | | changing its hold status, adding comments, or |
| has been solved completely. | | | | changing to resolved status. The changes may be |
| When a ticket is closed, an email message may be | | | | updated to the system or cancelled on the click of a |
| sent along with an optional survey form to the | | | | button. |
| customer. Certain integrated service ticket systems | | | | The view history function of a service ticket system |
| provide several admin functions to create a | | | | can be used to display customers' resolved service |
| communication channel between administrators and | | | | tickets. The system displays the same details as the |
| customers. Using a client console, administrators can | | | | view tickets function. This function may provide the |
| view and monitor all updates made to a service | | | | additional feature of search against name, domain or |
| ticket. Every time there is an update to a service | | | | email address of resolved service tickets. Advanced |
| ticket, the administrator and the customer are | | | | systems allow quick search with the use of wildcards. |
| notified about it. | | | | |