Ticket Changes

We are planning to release some improvements to Redpoint HQ's ticketing system this week. Due to the nature of the changes, we are publishing our support article in advance in order to help introduce these features to you early. Our support articles will also be linked in Redpoint HQ itself to provide easy access for your staff to review.

We are releasing a number of improvements to the ticket system including:

• Introducing built-in ticket status to help you manage tickets effectively
• Refreshed design of ticket detail to increase ease of use and efficiency
• Introducing new (optional) permissions on ticket projects to help categorize and effectively filter tickets for different roles
• Small workflow tweaks when making tickets from the customer record (customer will be assigned as requester and current facility or home facility must be chosen before making the ticket)
• Ability to view when other staff are viewing the same ticket to prevent duplicate work

NOTE: We are still finalizing these features so there may be changes before release.

Managing Ticket Status describes each status and how to change the status. The content in that article is copied below. As always, please reach out to support@redpointhq.com if you have any questions.

Ticket Status Options

NEW : Customer created new ticket

Action Needed : Awaiting staff action

Awaiting Reply : Awaiting customer reply

Open : Assigned staff is working on ticket

Resolved : Ticket is solved

Updating Ticket Status

There are 2 ways to update the ticket status:

1. From the ticket details

   - Ticket details are visible when creating a ticket 

   - By Pressing edit on the ticket

   - Select the Status using the radio button list

   

2. When replying to a ticket

   - Compose your reply

   - Select a new status before submitting your response

   - The current status is visible of the right

   

Where Status Appears

1. One the ticket itself as a badge

2. Ticket List view for quick scanning across multiple tickets