Following your list of tickets is a set of options for tickets in your list. Check the boxes by the tickets you wish to create options for. For each set of tickets you can subscribe users, merge tickets, mark tickets resolved, and close tickets. There is another dropdown menu box to the right for ticket assignation.
Subscribe
To subscribe an open ticket, place a check next to the ticket you wish to subscribe and scroll down to subscribe in the dropdown menu labeled �Options.� Use the dropdown menu to the right labeled �Assign� to find the user you are looking to assign a ticket to. When you have found the correct user, click on �Submit.�
Merge Tickets
If, you receive several support tickets from a visitor that can be easily managed in one, you have the option to merge any number of tickets. Place a check next to the tickets you are merging. Scroll down to �Merge Tickets� in the �Options� dropdown menu.
You can choose to assign the merged ticket using the �Assign� dropdown menu. The new ticket is assigned to the user you just assigned, as well as, anyone assigned in any of the previous tickets.
Mark Resolved
After a user responds to a ticket he can then mark the ticket �Resolved� which removes the ticket from the �Open Tickets� list until the visitor has a chance to reply. When the user replies the ticket is again placed in the �Open Tickets.� In this way the user knows that there is an open ticket that requires a response. Using �Resolved� after responding to a visitor�s support ticket ensures that your �Open Tickets� list only contains tickets that require responses. If, a user has satisfactorily �Resolved� a visitor�s ticket and neither the party closes that ticket then an auto-close feature closes it for them. Auto-close is set for every department. We recommend that you auto-close after 120 hrs.
Close Ticket
When a ticket has been completely addressed then the user or visitor has the option to �close� a ticket. After a ticket is closed that ticket is dead and can no longer be updated. It is best to let the visitor �close� the ticket in order to ensure that their support ticket isn�t dead before it has had an opportunity to be properly addressed. If the auto-close feature is activated then �Resolved� tickets that have not been closed by either party will close automatically after a set period of time.
