The basic unit of information in a help desk is a ticket. A ticket is a problem or request. It can be entered into the system in different ways, from someone in your organization or from a person with a problem or request.
Click View to access the View Tickets page. This page is divided into the following sections:
• | Other Tickets in My Department |
• | Assigned to One of My Groups |
You can select to view only those tickets that are relevant to you, as shown in Figure 1.

Figure 1 The Help Desk Main Screen
Click Show more to view all tickets in a particular category. To go back to the previous view, click the Return to Overview link, as shown in Figure 2.

Figure 2 Specific Ticket List Group
The page displays different columns of information about each ticket:
• | Clicking , displays a context menu with the following options, only if you have access to perform these tasks: |
▪ | View details of a ticket |
• | The ticket number which indicates a serial number incremented by one for each new ticket. |
• | The priority of the ticket. |
• | The estimated resolution date, if one was entered. |
• | The current age of the ticket in days and hours, from when it was first opened. |
• | The company or account to which the ticket refers. |
• | The person who is assigned the responsibility of resolving the issue. |
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