When you login to your control panel you are immediately taken to a list of your support tickets. Assigned tickets are at the top if there are any. There are two other sets of list displaying your �Open Tickets� and �Last Closed/ Resolved Tickets� respectively.
Your Tickets
When an admin user is subscribed and assigned to a ticket it is added to their assigned ticket list.
This list appears as �Your Tickets� and is the first list that the admin user sees when they are logged into SupportTrio. The number of tickets assigned to them appears in brackets. Each admin user can then focus on resolving each ticket until their list is empty. When a resolved ticket is responded to it is again placed in the assigned ticket list. The list exists as �to do list� for admin users, with ticket notifications appearing in their inbox every time a ticket is assigned or updated. These tickets also appear in the �Open Tickets� list together with all other assigned and unassigned open tickets.
Open Tickets
Each ticket is given a unique ticket number, assigned to a department, must be given a subject and can be assigned to a user. From left to right you can view the ticket number, department, subject, status, assignment, last poster, and the duration that the ticket has been open. You can sort your open tickets by ticket number, department, subject, and status by clicking on the arrows at the top of your ticket list. All ticket are marked �unviewed� under status until they are opened, �viewed� until they are responded to, and �responded� once they have been replied to.
To view an open ticket, highlight and click on the ticket number. You can read ticket details at the top of each ticket: ticket #, subject, department, importance, contact email, and status (viewed or responded). You can use the dropdown menus below ticket details to assign tickets to users and change the departmental designation. Each new message includes the date and time of the ticket, fields, in addition to the message content. You can respond with a full reply, quote & reply, or quick reply.
Closed/Resolved
When tickets are marked closed or resolved they are archived in your closed/resolved list. When a ticket is marked �Resolved� it is taken out of the �Open Tickets� list but it is not yet closed. As soon as the ticket is updated by either party that ticket is again placed in the �Open Tickets� list. When a ticket is marked �Closed� it can no longer be updated and remains in the �Closed/Resolved� ticket list. �Resolved� is an intermediary stage between �Open� and �Closed� For your �Closed/Resolved� list, you can specify how many tickets per page you want to display at a time on your �Settings� page. At the bottom of the list you can scroll through each page of your list. You can view closed tickets and respond to resolved tickets. If you wish to print off a copy of a past ticket you can do so using the print option at the top of the screen.
