Ticket Statuses

To make ticket categorization simple Vision Helpdesk uses ticket status. Each ticket has a status example (Open, Awating and Close ) Admin can create custom ticket statuses for his or her own convenience.

Each status has a meaning – like Open indicates issues is unresolved, Awaiting — Staff has replied to ticket and waiting for clients answer and Close — Issues is resolved.

Ticket Priorities

Tickets can also be categorized based on its priority set by end-user. Priority is simple notation that tells about urgency level of a ticket.

Admin has an option to create new priorities as per their convenience — they can select different color for priorities indication. (Example Red colour indicates emergency and so on.)

Ticket Flags

Ticket Flag is again used to mark tickets for various purposes. Example You can make red flag to indicate very imp ticket, or blue flag to indicate reboot ticket etc.

Ticket Statuses

To make ticket categorization simple Vision Helpdesk uses ticket status. Each ticket has a status example (Open, Awating and Close ) Admin can create custom ticket statuses for his or her own convenience.

Each status has a meaning – like Open indicates issues is unresolved, Awaiting — Staff has replied to ticket and waiting for clients answer and Close — Issues is resolved.

Ticket Priorities

Tickets can also be categorized based on its priority set by end-user.  Priority is simple notation that tells about urgency level of a ticket.

Admin has an option to create new priorities as per their convenience — they can select different color for priorities indication. (Example Red colour indicates emergency and so on.)

Ticket Flags

Ticket Flag is again used to mark tickets for various purposes. Example You can make red flag to indicate very imp ticket, or blue flag to indicate reboot ticket etc.

Vision Helpdesk allows admins to create flags with different colors.

Ticket Labels

Labels are again useful to mark tickets with some indication just like flags.

Example: Staff can create a label “Imp” and assign the label to tickets that they feel important. Later by just clicking label Imp they can fetch a list of tickets they assigned label Imp.

Ticket Filters

Filters are important to filter tickets based on particular criteria. Vision helpdesk has advance search feature were you can refine your search by adding various criteria’s. This can be saved as a filterand used anytime later.

Example : You want to create a filter that will list tickets with email address contains “@gmail” plus first name of client contains “Andrew” etc.