Managing Support Tickets


Superusers and editors can expand "Tickets" section in the left navigation bar to view and manage tickets in the knowledge base. Admin users can view Open Tickets, Closed Tickets and Unread Replies in this section but by default, open tickets are displayed.

Click on Closed Tickets tab to view closed tickets. However, you can also access the closed tickets directly from left navigation bar by Clicking ’Closed’ link under Tickets section. The closed tickets are displayed as shown below:

Click on Unread Replies tab to view the counter replies of users on their tickets. Moreover, you can also access this section directly from left navigation bar by Clicking ’Unread Replies’ link under Tickets section. This feature is only available in enterprise edition of knowledge base software.

 


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Article ID: 139
Created: Thu, Sep 8, 2016
Last Updated: Wed, Aug 9, 2017
Author: Gurjeet Kaur

Online URL: https://www.knowledgebase-script.com/kb/article/managing-support-tickets-139.html