Working tickets

Articles

• What a ticket is and the life it goes through
• The ticket statuses: new, open, pending, on-hold, solved, closed
• The difference between pending and on-hold
• Public reply or internal note: when to use which
• Assigning a ticket to a colleague or group
• Merging tickets
• Splitting a ticket into a new one
• Follow-up tickets: what happens when someone replies to a closed ticket
• Changing a closed ticket after the fact
• Updating several tickets at once
• Changing the requester of a ticket
• Deleting tickets and who is allowed to
• Where my old tickets went: about ticket archiving
• Ticket IDs: where they come from and how to change the starting number
• Draft mode for public replies
• Turning on spelling and grammar checking
• Why you cannot assign a ticket to yourself