Welcome back to our guide through the TremenDesk hosted help desk sidebar. When we last left you, we went over the top of the sidebar, and this time around we are going to look at the meat and potatoes that really make it fantastic.
Ticket Watching – the first thing you see here under ticket information is the option to watch or not to watch a ticket. If you watch it, you will be updated via e-mail each time a change happens to it. If you no longer want to watch it, you can check here too for an “un-watch this ticket” option.
Who Created the Ticket? – The second thing you see listed here is that, “Joe Customer” created this ticket. When you click on the customer’s name, you are taken to their profile page from within TremenDesk so you can check out past tickets they have put in, or gather more account related information.
Ticket Status – The third thing listed here is the ticket status. Here you can see if a ticket is open or closed. Closed tickets can no longer be replied to.
Mark Ticket as Spam – The fourth thing listed here is the ability to mark a ticket as spam, or to un-mark a ticket as spam. This way you can get spam-riddled messages out of your help desk, or un-mark a ticket as spam if you did so by mistake.
Awaiting Reply – The fifth thing listed here is the “awaiting” link, which will give you the ability to quickly mark it awaiting a user reply or awaiting a tech reply.
Ticket Assignment – The sixth thing listed here gives you the ability to take ownership of a ticket or assign it to somebody else. If you have a ticket assigned to you or you “own” it, you will be the only one who can access the ticket from TremenDesk’s dashboard.
Lock Status – The seventh thing listed here is the ticket’s locked or un-locked status. Usually, people lock a ticket while they are working on it, so no other techs can reply to the ticket. When done with the ticket, you can unlock to allow others to reply, if needed.
Ticket Priority – The eighth thing listed here is ticket priority. This will let you set how important the ticket is, and how it shows up in the ticket queues.
Queue Status – The ninth thing listed here the queue status. From here, you can quickly see which queue the ticket is in, and move it to another queue if needed.
Ticket Attachments – The tenth thing listed here is the attachments link. This lets you quickly view or download any files that have been attached to the ticket you are working on.
Hopefully this will serve as a quick and handy guide to help you figure out what all those links are for in the sidebar, when checking out a ticket from your own TremenDesk account.
