Work a ticket from start to close

A ticket opens in the drawer beside whatever you were doing, or on its own page. The thread shows every email, reply and note in order, with the company, the contact and their earlier tickets beside it.

1. 1
   Take it

   Press Take it and start on Up next, or set yourself as the owner on the Team line. The ticket is yours and nobody else is sent it.
2. 2
   Reply or add a note

   Press R to reply to the customer, or N for an internal note your team sees and the customer never does. A reply goes out from your support mailbox in the same email thread. Dictate and Enhance work in the reply box.
3. 3
   Log your time

   Press T to start or pause the timer, or log time by hand. See Time on service desk tickets.
4. 4
   Resolve and ask

   When you think it is fixed, Resolve and ask sends the customer "Did this fix it?". A Yes closes the ticket; a No reopens it for you.
5. 5
   Or close it yourself

   Press C to open the close card, check the reply, note and time it holds, and press Close ticket.

Press S to change the status, P for the priority and A for the owner. Every change is on the ticket's Activity tab, and ⌘Z (Ctrl+Z on Windows) undoes the last one.

Engineers, project managers and vCIOs act on the tickets assigned to them or that they opened, and can reply on any ticket. Service managers and workspace admins can change any ticket.