to your support teams @

Your GenAI Service Desk @ MS Teams

REZOLVE.AI Help Center

Help Center

Ticketing

Help Topics

Getting Started

Virtual Agent Management

Ticketing 2.0 Customizing the Columns in the Table View of Ticketing 2.0

Showing how to customize the columns in the Table View of Ticketing 2.0

Ticketing 2.0 Switching between Ticketing Views/Layouts

We will show you how to switching between Inbox View and Table View in Ticketing 2.0

Ticketing 2.0 Customizing Inbox layout

In this document we will review how to customize inbox layout in Ticketing 2.0

Ticketing 2.0 Ability to calculate an Agent's time spent on a Ticket

In this document we will review the ability to calculate an Agent's time spent on a Ticket

Ticketing 2.0 Understanding Tickets created via email (Monitored Mailboxes)

In this document we will review Tickets created via email (Monitored Mailboxes) in Ticketing 2.0

Ticketing 2.0 Transferring a Ticket

In this document we will review how to transfer a Ticket in Ticketing 2.0

Ticketing 2.0 Printing a Ticket

In this document we will review how to print a Ticket in Ticketing 2.0

Ticketing 2.0 Viewing Chat Transcript in a Ticket

In this document we will review how to view the Chat Transcript in a Ticket

Ticketing 2.0 Audit trail (Ticket history)

In this document we will review how to do an Audit trail (Ticket history)

Ticketing 2.0 Linking Tickets (parent/child Ticket concept)

In this document we will review how to link Tickets (parent/child Ticket concept)

Ticketing 2.0 Including Ticket history in notification email

In this document we will review how to include Ticket history in notification email

Ticketing 2.0 Tagging Someone in a Note

In this document we will review how to tag someone in a note

Ticketing 2.0 Using a Quick Note in a Ticket

In this document we will review how to use a quick note in a Ticket

Ticketing 2.0 Create, Edit, and Delete a Quick Note for Team Usage

In this document we will review how to create, edit, and delete a Quick Note for Team Usage in Ticketing 2.0

Ticketing 2.0 Updating a Ticket

In this document we will review how to update a Ticket in Ticketing 2.0

Ticketing 2.0 Creating a Requester or Watcher manually

In this document we will review how to create a Requester or Watcher manually in Ticketing 2.0

Ticketing 2.0 Adding a Watcher to a Ticket

In this document we will review how to add a watcher to a Ticket in Ticketing 2.0

Ticketing 2.0 Create a new Ticket

In this document we will show how to create a new Ticket in Ticketing 2.0

Ticketing 2.0 Get direct Ticket URL/link

In this document we will review how to get direct Ticket URL/Link

Ticketing 2.0 Viewing and existing Ticket and removing Tickets from Viewing pane (middle panel)

In this document we will revise Viewing and existing Ticket and removing Tickets from Viewing pane (middle panel) in Ticketing 2.0

Ticketing 2.0 Search for a specific Ticket

In this document we will review how to search for a specific Ticket in Ticketing 2.0

Ticketing 2.0 Understanding the meaning of Inbox Items

We will review the meaning of Inbox Items in Ticketing 2.0

Ticketing 2.0 Using Sort Option

In this document we will review the Ticketing 2.0 Sort Option

Ticketing 2.0 Saving a Filter

In this document we will review how to Save a Filter in Ticketing 2.0

Ticketing 2.0 Using Filters

In this document we will be looking at Ticketing 2.0 Using Filters

Ticketing 2.0 Quick View Options

In this document we will be looking at Ticketing 2.0 Quick Views

Delete a Quick Note

Step by step guide on how to a Ticket Agent Supervisor can delete a quick note for the team.

Edit a Quick Note

Step by step guide on how to a Ticket Agent Supervisor can edit a quick note for the team.

Creating a Quick Note for Team Usage

Step by step guide on how to a Ticket Agent Supervisor can create a quick note for the team.

About Quick Notes

Including Ticketing History in a Notification Email

In this document we will look at how a ticket agents can include the ticket history in the email notification of their new note.

Ticketing Reports - New Report Recently added

Review of all the current ticketing reports avalible and how to run them.

Create a user queue in Ticket Mgmt

Adding a new agent/support staff to ticketing module

About Default Ticketing Category Hierarchy

Add an agent/support staff to a new or existing ticketing queue

Setting SLA Resolution Goals for Queues

Rename an existing Ticketing Category Hierarchy level

Adding a Category to the Ticketing Category Hierarchy level

Add a Sub-Category to the Ticketing Category Hierarchy level

Additional status

Deleting Custom Created Status

Adding a Domain to the Ticketing Hierarchy level

Ticketing Dashboard

How SLA works in Rezolve Ticketing

Access Roles in Ticketing Management

Creating a New Status for Tickets

Adding Another Level to Ticketing Category Hierarchy

Update Custom Created Status

Understanding My Tickets Page

Modify the number of Tickets Displayed per Page on the My Tickets Page

Using Filters on My Tickets Page

Search for a ticket on the My Tickets page

Creating a new ticket in Ticket Management

Review Chat Transcript in a Ticket

Creating a Requester or Watcher Manually for a Ticket

Add Watchers to a Ticket

Updating an existing open ticket

Adding an Attachment to a Ticket in Ticket Management

Add a Note to a Ticket

Assign a Ticket to someone in Ticket Management

Unassigning a Ticket from someone in Ticket Management

Resolve a Ticket

About Ticketing Reports

We look at the default reports avalible in Rezolve.ai Ticketing.

Assigning a Ticket to another Queue

Reopen a Ticket

Printing a Ticket

General terminologies used in out of box ticket setup

About Ticket Agent Supervisor role

Assigning a Ticket Agent Supervisor to a Queue

Manually Closing a Ticket

Running a Ticketing Report

About New Ticketing UI

Tagging Someone in the Note of a Ticket

Creating a Ticketing Queue

Automatically Moving Ticket Notification Emails to a Specific Folder

Using Bulk Actions in Rezolve.ai Ticketing

Learning how to use Rezolve Ticketing 2.0 UI