Creating and Working on Tickets

This article shows how to create tickets in Resool and how your team works on them day to day: finding the right tickets with views and filters, assigning them, replying to the customer, adding internal notes and moving each ticket to Solved. Everything happens on the Tickets page and on each ticket's own page.

#Before you begin

• Your role needs Create and edit tickets to create, change, reply to or delete tickets. With only See tickets you can read tickets but not change them.
• Replying on a ticket that came from a conversation also needs permission to reply in the Inbox.

#How to create a ticket from the Tickets page

1. Go to Tickets (under Work in the left menu) and click New ticket.
2. Fill in the New ticket dialog:
   • Customer (optional): search contacts by name or email.
   • Company: leave it on Automatic to use the customer's company, or pick one.
   • Subject (required) and Description.
   • Attachments: up to 20 files per ticket.
   • Type, Priority, Assignee and Team.
   • Ticket fields: any custom fields your workspace added.
3. Click Create ticket. You see "Ticket TK-… created".

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Tickets › New ticket

The "New ticket" dialog with a customer selected, Company on Automatic, a subject and description filled in, Type "Problem", Priority "High", an assignee and a team, and the Create ticket button.

File: screenshots/creating-and-working-tickets-new-dialog.png

New tickets start as Open, with priority Normal and type Question unless you change them.

#How to create a ticket from a conversation

1. Open the conversation in the Inbox.
2. Open the conversation's menu in the header and select Create ticket, or select the Tickets tab in the right-hand panel and click Create ticket.
3. The dialog shows Create ticket from conversation and "Conversation with … Replies go through its channel." The customer is filled in for you.
4. Add the subject and details, then click Create ticket.

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Inbox › open a conversation › Tickets tab in the right panel

The Tickets tab listing one linked ticket with its reference and status, and the Create ticket button; behind it the conversation.

File: screenshots/creating-and-working-tickets-from-conversation.png

When the ticket is assigned, the assignee also gets the conversation if nobody has it yet, so they can reply.

#How to find tickets with views, filters and search

• Pick a view on the left: My open tickets, Unassigned, All open, SLA breached, Due soon or All tickets.
• Search by subject, reference number or email with Search subject, # or email. You can type TK-00042, #42 or 42.
• Filter by Status, Priority, Type, Channel (the ticket's source), Assignee (Anyone, Me, Unassigned or a teammate) and SLA (Breached, Due soon, On track).
• Sort by Recently updated, Newest, Priority or Due first.

#Save a view

1. Set the filters you want.
2. Click Save as view, enter a View name and turn on Share with the team if everyone should see it.
3. Click Save changes. The view appears under Saved views.

To change a saved view later, adjust the filters and click Update view. Use the view's menu to Rename or Delete view; deleting a view never deletes tickets. Reset clears your unsaved changes.

#How to update many tickets at once

1. Tick the tickets in the list, or use Select all on this page.
2. In the bar that appears, use Status, Priority, Assign or Team to change all of them, or Delete to remove them.
3. A message confirms how many tickets were updated.

Closed tickets are skipped by bulk changes.

#How to work on a ticket

Click a ticket to open its page. The top shows the status, SLA badge, type and where it came from. Edit the subject by clicking it.

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Tickets › open a ticket that came from a WhatsApp conversation

The ticket page with the Mark solved button, the conversation history, the composer on Reply with "Sent through the conversation's channel." and the arrow menu open showing "Send and set as Pending", "Send and set as On hold" and "Send and set as Solved".

File: screenshots/creating-and-working-tickets-ticket-page.png

#Reply to the customer or add an internal note

1. In the composer, choose Reply or Internal note.
   • Reply goes to the customer through the conversation's channel, or by email to the customer's address when the ticket has no conversation.
   • Internal note is only visible to your team.
2. Write your message and attach files if needed (Attach files).
3. Click Send (or Add note), or press Ctrl/⌘ + Enter.
4. To change the status at the same time, open the arrow next to Send and choose Send and set as Pending, On hold or Solved.

If the ticket has neither an email address nor a conversation, you see "No email or conversation: add a note instead."

#Change the ticket's details

In Ticket details on the right, change Status, Priority, Type, Assignee, Team and Tags. Changing the priority, type or company recalculates the SLA due times. Below it you'll find:

• SLA: the first response and resolution timers. See SLA policies.
• Fields: your workspace's custom ticket fields.
• Customer: the contact the ticket belongs to.
• Attachments: files on the ticket (up to 20).
• Linked to: the company (Client) and, for converted tickets, the Conversation with Open in inbox.

Every change is logged in the ticket's history, for example "Sara set the priority to Urgent".

#Solve, close or delete a ticket

• Click Mark solved at the top when the issue is fixed.
• Open the ⋯ menu and select Close ticket when nothing more will happen. Closed tickets can't be reopened or replied to.
• Select Delete in the same menu to remove the ticket. It disappears from lists and reports.

#How to customize ticket fields

Owners and Admins can add fields like plan, order number or product area in Settings › Tickets under Ticket fields. The same table lists the built-in fields (Reference number, Customer, Company, Description, Type, Priority, Assignee, Team): set any of them except Subject to Always hide to remove it from the ticket form.

#FAQ and troubleshooting

#Why can't I reply on a ticket?

What you can do:

• Check whether the ticket is Closed. Closed tickets can't receive replies.
• Make sure the ticket has a customer with an email address, or was created from a conversation.
• For tickets from a conversation, ask an admin whether your role can reply in the Inbox.

#Does an internal note count as the first response?

No. Only a reply sent to the customer stops the first response timer.

#Can I move a ticket back to Open after solving it?

Yes, change the status to Open in Ticket details. A new message from the customer, by email or in the linked conversation, also reopens a solved or pending ticket. Closed tickets stay closed.

#Who is notified when I assign a ticket?

The new assignee gets an in-app notification, unless they assigned it to themselves. See Ticket notifications.

#What's next?

• SLA policies
• Support form and email to ticket
• Ticket notifications
• Ticket, sales and broadcast reports