In this guide, we will get a step by step guide on all of the below topics. We recommend that you use the table of contents on the downloaded document to jump directly to what you need help with.

‍

Table of Contents

‍

About ticketing 2.0 UI and its current status -> page 4

Accessing Ticketing 2.0 UI -> page 4

Ticketing Views -> page 4

Available Ticketing Views -> page 4

Switching between Views -> page 5

Customizing the Table View-> page 6

Customizing Inbox View Layout -> page 7

Collapsible Inbox panel -> page 7

Resize Inbox Panel -> page 7

Quick View Options -> page 8

Using Filters -> page 10

Creating a Filter -> page 10

Saving a Filter -> page 12

Running a Saved Filter -> page 13

Edit a Saved Filter-> page  -> page 14

Delete a Saved Filter -> page 15

Using Sort Option -> page 16

To sort by a specific ticketing field -> page 16

To Reset the View to Default -> page 16

Understanding the meaning of the inbox Ticket Details -> page 17

Search for a Specific ticket -> page 18

Viewing an existing Ticket and Removing tickets from viewing PANE (Middle Panel) -> page 19

Get Direct Ticket URL/link -> page 20

Create a NEW TICKET -> page 21

Adding a watcher to a ticket -> page 23

Creating a Requester or Watcher Manually -> page 24

Create a Requester -> page 24

Create a Watcher -> page 24

Updating a ticket -> page 25

Updating Ticket Fields  -> page 25

Add or Remove a Watcher -> page 25

Adding an Attachment -> page 26

Remove an Attachment -> page 26

Changing Status of a Ticket -> page 26

Adding a Note -> page 27

Quick Notes -> page 29

Creating a Quick Note for Team Usage-> page 29

Edit a Quick Note -> page 31

Delete a Quick Note -> page 32

Using a Quick Note in a Ticket -> page 33

Tagging Someone in a Note -> page 34

Including Ticket History in Notification Email -> page 35

Linking Tickets (Parent/Child ticket concept) -> page 36

Audit Trail (Ticket History) -> page 37

About History tab -> page 37

Reading the History tab -> page 37

More on Details of Change -> page 37

Viewing Chat Transcript in a ticket -> page 39

Bot Chat Transcript (Interactions with the Bot) -> page 39

Live Agent Chat Transcript (Interaction with Live Agent) -> page 39

Printing a Ticket -> page 40

Transferring a Ticket -> page 41

Understanding tickets created via email (Monitored Mailboxes) -> page42

Ticket maintaining the Email’s HTML format -> page 42

What happens with email replies? -> page 42

Right Side Panel -> page 43

Ability to calculate an agent's time spent on a ticket -> page44