Ticket : A ticket is nothing but an email / issue raised by customer.

Vision Helpdesk Ticket Area is divided in 3 Tabs -

1. Ticket Details
2. Reply Ticket
3. Ticket Options (Edit Ticket Properties)

1. Ticket Details: Ticket details gives you in site of ticket content and it’s properties (example , Ticket id, Owner, Department, Ticket Status, Priority, Flag, Language, Due etc.)

It also allows you to check

• Ticket History — Other tickets from same user.
• Invoice Entries  — Invoice details.
• Audit Logs — It gives details of each activity performed on ticket.

2. Reply Ticket: This tab allows you to reply the ticket and simultaneously perform several actions like –

• Note  — Staff can add note for internal reference for other staffs. This appear on top of ticket.
• Comment  – Comment can be added at bottom of each reply again for staffs reference.
  
• Billing   — Create Invoice, Add Billing Note, Check Payment Status etc.
  
• Forward   — Forward ticket content to some email address.
  
• Attach   — Attach files while replying ticket. 
  
• Follow-up – Follow-up is used for delayed reply.
• Set Due — Time to set ticket due.

Ticket Reply Tab also includes functions to Quick insert , Predefined Reply, Attach Files from Downloads Section, Add KB Article and Quotes.

• Quick Insert
  • Quotes

  – All Quotes
  – Client Quotes
  – Staff Quotes

  • Predefined Reply
  • Knowledgebase
  • Downloads
• Options
  
  • Add to Predefined
  • Add to Knowledgebase
  • Send Email

Also you can change ticket properties like Owner, Status and Priority etc.

3. Ticket Options (Edit Ticket Properties)

This tab allows you to edit ticket details like ( Owner, Department, Ticket Status, Priority, Flag, Language, Due etc.)

• Properties  — This allows you to edit –

1. Ticket Subject :
2. Client Full name :
3. Client Email :
4. Alternate Client email :

• Merge   — Merge allows you to merge tickets in to one ticket.
  
• Custom Field–  This allows you to edit Custom Fields.