Working a ticket as an agent

What you’ll do: answer tickets on your desk and close them.

Who can do this: desk agents and desk admins.

Steps

1. In Dexta Desk, open Ticket queue under Agent Workspace and open a ticket.
2. Under Actions, click Assign to me, or choose a colleague with Assign to.
3. Type under Reply and click Send. Add a file with Attach file.
4. To leave a note only agents can see, tick Internal note before you send.
5. Change the status to In Progress while you work, and Resolved when it’s done.
6. Use Escalate if it needs someone more senior, or Close ticket with an optional note.

Good to know

• The Timeline tab shows everything that happened on the ticket.
• Agents see their own desk only. The HR desk’s tickets are never shown to the IT desk, and the other way round.

Related

• Raising a ticket
• Setting SLAs
• Dexta Desk