Tickets

In the tickets section, you can view the tickets that are currently active.

Ticket search

The search field allows you to perform more precise searches, including ticket references and ticket IDs.

You can also use the Advanced search filters to make the searches you need even more precise.

You can also view each active ticket in real time and how it is being handled.

This table displays the following columns:

Column	Description
Ticket	topic identifier.
Agent	agent assigned to the ticket.
Topic	ticket category.
Creation date	date when the ticket was created.
Elapsed time	time the ticket has been open.
Status	current ticket status.

On the side of the table, you can see the options button:

This button performs the following function:

• Ticket details: allows you to modify the ticket status, comment, and the user to whom the ticket is assigned. To learn more about this section, see this link.