The active ticket list in any queue is an important part of the TremenDesk help desk service. From here, you can easily see the tickets you have yet to answer – and gain control of these tickets in a great number of ways.
By clicking on one of the ticket titles, you will be taken to that specific ticket. If you click anywhere on that line where the ticket is, you can highlight it to. (see the example picture above) By doing this multiple times, you can select multiple tickets a time to modify.
The mass actions you have at your disposal to modify these tickets include:
- Assign to Myself
- Close
- Lock
- Mark as Spam
- Move to Different Queue
For example, let us say you had two spam-like tickets at the end of your queue. All you would need to do is click on the empty space beside the title ticket on both tickets to highlight them both. Next, select from the “Select a Mass Action” drop down list to “Mark as Spam”. Those two tickets are now out of your queue and will be automatically deleted after 30 days.
looking a little closer, here is what one ticket in the active queue might look like:
The place where it says, “TremenDesk” would be the title of the ticket. You would click this to see the ticket in question. “Opened – Awaiting Tech” would be the status of the ticket. The words “In Support Queue” tell you which queue this ticket is in. Finally, “Replied 9 Days Ago” tells you the last time the ticket was replied to.
I hope this helps you become a little more familiar with how a ticket queue works from within the TremenDesk help desk online application.
