In this guide, we'll get to know the two key tabs in Koho's ticketing view: Active and Resolved. You'll learn where to find tickets, how to filter and interact with them, and how to take advantage of the Instant Form.
N.B: Ticketing is only available if it has been enabled in your company and the user has been given access to it by the administrator.
Open the ticketing view
When ticketing is activated, you can find it in the left menu on the Timetracking page under the heading Tickets.
The use requires that the administrator has defined the necessary rights for the user. You can also limit visible tickets with user profiles or individual permissions.
Active tab
What is it?
On the Active tab, you can see all the tickets that are active in the system. By default, unassigned tickets that don't have a handler assigned to the top of the list are at the top of the list.
Narrowing the ticket list
From the top bar of the Open page, you can narrow the ticket list by date, category or priority, for example. Read more about cropping tools in the technical documentation: Tekniset ohjeet - rajaukset
🔄 To update the listing, press the "refresh icon" to the right of the search.
Special functions on the right side of the list
Overdue / Due in 24 hours
Customer Missing / Agent Missing
Events: View transaction history
New ticket: Create a new ticket
By hovering over the marker, you can also see the purpose of the action in the system.
Taking a ticket for processing
There are two ways to process a ticket:
Click the "Mark the ticket responsibility for yourself" button next to the Agent field
Open the Agent field and select the desired handler
Actions of the Ticket Instant Form
The ticket quick form refers to the tickets shown on the "Open" page. With the Instant Form, you can easily manage the ticket in question with the following functions:
Function | Key |
|---|---|
Name | Click on the ticket name to open the processing form in a new tab |
Customer | Click on the customer's name to open the customer card in a new tab |
Priority, Status, Team, Agent | Click the field and select a new value |
Followers | Add yourself as a follower with the eye/heart icon |
Session | Register a shift on a ticket (+ Session button) |
Start | Start an active shift and choose a task |
Assign | Assign a ticket to a work order |
Add a customer to a ticket
A ticket without a customer cannot get a handler. Select a customer from the menu on the right:
Select an existing customer from the list
Create a new customer by clicking "Create"
Refresh the page or press the refresh button next to the search box to select a new customer.
Resolved tab
On the Closed tab, you will only see tickets with "Resolved" and "Closed" statuses.
Default order: Ascending by the due date
Other actions are the same as on the Open tab
If you can't find a specific ticket in the Open tab, check the Closed tab.
Mikäli sinulla herää kysymyksiä, voit olla yhteydessä Kohon asiakaspalveluun sähköpostitse osoitteessa: asiakaspalvelu@kohosales.com, voit myös halutessasi jättää arvostelun artikkelille alapuolelta.
text above the dividing line
Mikäli sinulla herää kysymyksiä, voit olla yhteydessä Kohon asiakaspalveluun sähköpostitse osoitteessa: asiakaspalvelu@kohosales.com, voit myös halutessasi jättää arvostelun artikkelille alapuolelta.