The individual ticket view allows you to view the individual ticket in detail and take action for the ticket, including assigning watchers, changing priority, changing status, and much more.
Individual Ticket Overview
Action and Status
On the right side of the screen, you have the Actions & Status tab which shows you the Priority, owner, status, and much more.
Priority: Priority of the ticket determines the urgency of the ticket. You can choose between three available options — High, Medium, and Low. You can change the priority from here. The priority of the ticket is determined by the ticket rule.
Owner: This shows you the owner of the ticket. This is determined by your ticket rule.
Status: This shows you the current status of the ticket. You can change the status of the ticket anytime you want.
Due Date: This shows you the deadline for the resolution of the ticket.
Sub-ticket: You can create a sub-ticket from this.
This section shows you the latest comment posted on the ticket. You can use the textbox to post a comment.
Ticket Details View
Ticket Number: The number starting with # denotes your ticket number.
Watchers: You can add a watcher by clicking on the + sign. Watchers are the observers for the ticket, who can view the changes in real time.
This section shows you the details of the customers for which the ticket is raised. The details being shown here depend if your survey has customer details from embedded data or tags.
Applied Rule: This shows you the ticketing rule
See Complete response: This shows you the complete response of the customer for the particular survey. Clicking this button leads you to the Individual response page of the Analyze Result.
Contact: This shows you the contact details of respondent
Note: Depending upon the survey, it is a possibility that there won’t be any customer details. The customer details being shown depend on the tags and embedded data used. If your survey has no means to collect customer details, this section would be shown blank to you.
This section shows you the response details of the respondent for which the ticket is raised. You can see the response for the particular question which led to the ticket being generated. If it is an NPS score, you would see the response. If it is a multiple-choice question, you will the response which was selected.
History & Comments
This section shows you all the comments added to the ticket. Apart from that, you can also see all the changes made to the tickets in this section. The comment section is used to have a channel of internal communication on the ticket itself.