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Tickets Overview - KB Article Typo's
Problem reported by Shannon Yates - 10/5/2021 at 7:14 AM
Resolved
There are a few misspelled words in the below sections:

Understanding the Ticket List

    
Regardless of whether you're accessing your own tickets or global tickets, tickets in the system will load        in the content pane when you click on a respective ticket section. By default, some general information about each ticket is displayed. This includes the ticket's subject, it's status, the user who submitted the ticket, its Group and its duration and idle times. It is possible to modify the "Visible Fields" that are displayed, however. To do this, simply clicke the Actions (...) button and select Visible Fields from the dropdown. Here, a modal window appears that allows you to add to the fields that are displayd.



    • Closed and Locked - Choosing this option will mark all selected tickets as closed and prohibits the customer from reopening the ticket. This option is best used if a customer has a tendency of reopening existing tickets when new tickets should be created. However, it's also the best way to ensure that you're getting solid, reliable report data for SLA management. Re-opened tickets and artificially inflate metrics such as Idle Time, Total Reposonses, Agent Workload and more. Note: If the ticket message is bounced, the ticket will return to active status. For example, after responding to a ticket, an agent may mark the ticket as closed and locked. If that ticket response is undeliverable, the system will receive a non-delivery report and the ticket will revert to active status.


            
  • Pin Ticket - Choosing this option will ensure that the ticket will not be                    assigned to another agent. A pinned ticket will remain assigned to you even if you                    log out and hand-off your tickets. If a ticket is pinned, all correspondence relating                    to the ticket will be assigned to you, reglardless of your status. Note: If the administrator                        enables automatic ticket rebalancing, pinned tickets may be reassigned.
Thank you,
Shannon Yates
 Help Desk
  Confidence, Trust, Leadership. Traditions since 1923
 
12487 Plaza Drive  |  Cleveland, Ohio  44130-1084

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Kyle Kerst Replied
Employee Post
Hello Shannon, and thanks for alerting us to this. I took a look at our currently published KB articles but did not find this one specifically. Can you point me to the link please so I can get this corrected? Thanks in advance Shannon. Have a good one!
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Shannon Yates Replied
Thank you,
Shannon Yates
 Help Desk
  Confidence, Trust, Leadership. Traditions since 1923
 
12487 Plaza Drive  |  Cleveland, Ohio  44130-1084
1
Kyle Kerst Replied
Employee Post
Excellent, thank you! We appreciate the heads up :-)
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
2
Derek Curtis Replied
Employee Post
Thanks again, Shannon. These were fixed and published. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278

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