How to work a ticket? Notes and comments and replies, Oh my.
Howdy,
Every Help Desk software I used basically stored any notes, comments, replies, etc in chronological order so you could see everything that was going on with a ticket in the initial view. SDP doesn't seem to do that and I'm not sure how to properly use the system.
If a ticket comes in, I may want to type in some notes that I'm working on the ticket and what my next steps are. At some point I will need to send notes back to the user for more information or to have them try something again. How do these different things get recorded?
From what I see, only the initial request text is shown in the main view. Notes are hidden down at the bottom of the page. Replies show up like attachments.
Is there some way to just show everything in one list like other programs do? I don't want to have to go click all over to find all the info. Then look at all the dates to see if a note was entered before a reply or what. This seems very cumbersome so I hope I"m just missing something.
Thanks.
Every Help Desk software I used basically stored any notes, comments, replies, etc in chronological order so you could see everything that was going on with a ticket in the initial view. SDP doesn't seem to do that and I'm not sure how to properly use the system.
If a ticket comes in, I may want to type in some notes that I'm working on the ticket and what my next steps are. At some point I will need to send notes back to the user for more information or to have them try something again. How do these different things get recorded?
From what I see, only the initial request text is shown in the main view. Notes are hidden down at the bottom of the page. Replies show up like attachments.
Is there some way to just show everything in one list like other programs do? I don't want to have to go click all over to find all the info. Then look at all the dates to see if a note was entered before a reply or what. This seems very cumbersome so I hope I"m just missing something.
Thanks.