"Day in the Life" Demonstration

Customer Support for Employees

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Ticket History Tab

The next tab is the "Ticket History". Notice that the "Ticket History" tab has an asterisk next to it. This informs you that there is data to view in this Ticket History tab without having to click on the tab. If there is no history, there will not be an asterisk.

Every action taken on the ticket is recorded in Ticket History. This is a diary field with the following characteristics:

• Each line is date/time logged with the person that made the entry or change
• Previously recorded entries cannot be edited or deleted

This is a permanent record. If you want to add comments to this ticket to help with the resolution, then you should enter these in the smaller white space at the bottom of the screen. As soon as you hit the "Update" or the "Update & Modify" buttons, it becomes a permanent record of this ticket.

Printer Friendly Page

The "Printer Friendly Page" is available from all the screens and it enables you to print an easy to read copy of the entire ticket.

Update

When you make any additions to the ticket, clicking the "Update" button will update the ticket and take you back to the Home Page.

Update & Modify

The "Update & Modify" button updates the database with any changes you have made and then brings you right back to the same screen again.

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