What are the default ticket fields?
The following ticket fields are for Admin view.
All tickets need a requestor. A requestor is someone who is making a support request. You can also create a ticket for someone on their behalf, for example if they phoned in their request.
The category field determines which board the ticket will be assigned to. The request of the ticket determines whether it goes into a support board, or a billing board etc.
Assigning a category to a ticket is mandatory as it tells the ticketing system how to organize all of the support requests received.
The priority of a ticket is mandatory. It tells the support agent the urgency of the service request. There are five different levels of priority: (Urgent, High, Normal, Low, Inquiry)
You can change the priority status from the “Priority” dropdown menu inside the ticket.
The Subject field is required for each ticket. It is included in the support request submitted by the requester.
This field is for the specific support agent that you would like to handle the request.
Wrkoo offers six different values for status. A ticket’s status can be set manually, or automatically via preset SLA rules.
“New” means that the support request was received but that it has not been opened AND has not been assigned to an agent.
The New status can indicate that the support team is evaluating it to determine who should be assigned to resolve it.
Once the status from New to another status has been made, you can’t change the status back to New.
- Waiting on Client:
When ticket is set to “Waiting On Client” it typically means we’re waiting on a request for more information (credentials, logs, messages, screenshots). Normal procedure is that if they haven’t responded within a few hours, call them. If they haven’t responded within 24 hours, call them again.
Default action for NEW tickets is always set to Waiting on Client. Status can be changed depending on the situation.
Tickets are automatically set to UPDATED when a Client responds to the ticket. From this point we will respond to the ticket and leave either in Waiting On client, Escalated, Development, Work In Progress, Completed or Closed. All that is dependent on the situation
- Work in Progress:
This ticket status is only used to indicate that we are ACTIVELY working on the situation. Could also be used when researching issues within the ticket. (possible new status can be created)
This ticket status is only used when the issue within the ticket has been properly documented and logged as a development team issue. Before assigning this status and sending it over to the development team, you must recreate the issue and carefully document it (screenshots, credentials, steps taken to recreate the issue) then change the status to Development and let the Dev Team know.
This status is used when the issue is out of the support teams Scope. Escalation requires a supervisor or manager to get involved with the resolution of the ticket.
The life cycle of a ticket that has been escalated is normally longer than all other statuses as it requires more than one team member to get involved.
This status is used for follow-ups or monitoring of specific issues (Monitoring messages queues, server issues, data uploads, Migrations)
The status of completion means that the ticket (support request) has been solved and can be closed out.