Edit a Ticket

This guide provides clear steps for managing help desk tickets, including searching, assigning, invoicing, and updating statuses. Following it helps ensure timely resolutions, accurate records, and improved productivity in tech support.

Click "Help Desk".

Select "Manage" or "My Tickets".

Search for a ticket by number, by user or an asset related to the ticket.

Select the desired ticket.

If needed, you can assign the ticket to another technician.

If the ticket is billable (i.e. malicious damage), select "Add" to create an invoice for the ticket.

You can assign a new device by selecting "Add" under Loaner/New Asset section.

Files related to the ticket can be uploaded.

Update ticket status in this field.

Add closure notes here.

Technicians can note time spent on ticket.

View information about the asset here.

Select the asset ticket count to view an assets work order history.

Add email ticket correspondence to staff or students.

Select "Save" when finished.