In the Support Administration module, you can efficiently manage incoming tickets.


Assigning a Ticket 

To assign a ticket, utilize the 'Assignee' feature, updating the status to 'Assigned.' Note that individuals can be assigned based on departments, which are linked to the category chosen by the requester.


Module - "It Support Administration" - Edit


Once the assignee commences work on the ticket, they should update the status to 'In Progress.'


Module - "It Support Administration" - Edit


Additional information for ticket administration 

If there is a requirement for administrative notes, use the 'Response' field. Be aware that there may be additional fields specific to 'IT Support Administration' available in the ticket. For instance, in the main category 'Cyber Security' with the subcategory 'Cyber Incident,' additional fields in the 'Details of Initial Classification' and 'Details of Final Classification' fieldsets aid in classifying the incident.


Module - "It Support Administration" - Edit

Pending and escalating ticket

If awaiting a response from the client, the assignee should set the status to 'Pending.' For escalation, complete the 'Escalation Owner' field and set the status to 'Escalation.'


Module - "It Support Administration" - Edit


Closing ticket

When closing a ticket, you have two options: 'Closing' and 'Closing with Problems.' Prior to closure, if necessary, ensure the 'Resolution' field in the module is filled in.


Module - "It Support Administration" - Edit