IBM LLP

Tickets On the left hand side vertical menu, the second menu point is the Tickets. This- will take you to the list of all tickets that is visible for you...

Card view has a fixed preset view that cannot be modified.   On the left hand side is the subject line, under it the name who created the ticket and the t...

The Tickets table view is providing the possibility for agents to setup their own column view of the tickets. This settings is unique for each agent and th...

With the filters you have many option to sort out the tickets for yourself to view, be it Agent, group or status. When all required values are picket you...

Ticket statuses are an important to keep track on a case status, where it is currently standing at, who needs to complete the next step in it. Basic st...

You can use the Tags to add additional details to the ticket, like EU, Non EU, Holiday, EKAS, Return, Damaged and so on. You can add more than one also, an...

New Communication (New E-mail) For external and internal (Freshdesk) email addresses (only one recipient at a time from the latter), use the New E-mail ...

In the following you will find the description and short details of the various ticket types that is available in this Ruby Instance. May this assist you in...

On the right hand side when you are in the ticket you can see the properties of the query. You can see here the status of the ticket, first or next res...

You can check the Activity, or on another name, all the actions happening on the ticket by clicking on the “Show activities” button on the top right hand ...