The TremenDesk Help Desk gives you many helpful functions when working on various tickets in the various help desks you may setup.  Here is a walkthrough of some of the basics.

Tickets can be set to several different statuses and serve various functions. Here are some of the most common examples:

  • Locked – No one but the person who locked the ticket can see or answer it. Just remember, you will need to "unlock" the ticket once you are done with it, if you wish others to be able to view it afterwards.
  • Assigned to – Using this ticket status you can assign a ticket to one specific user to handle.
  • Awaiting Tech – This status sets a ticket as awaiting a response from your side, as the TremenDesk owner. For example, if a member of your staff has not answered the ticket yet, it would list as ‘awaiting tech’.
  • Awaiting User – This status sets a ticket as awaiting a response from the person who submitted the ticket. Once it has been assigned this status, it will be taken off the open queue for a desk.
  • Watch – You can watch any ticket that is received to the TremenDesk, ticket by ticket. Once you have decided to do so, you will receive e-mail updates any time the ticket has been modified or replied to in any way, and it will also be added to your Dashboard for review.

The same applies for assignments, awaiting, and watches, which are also not ticket statuses.

The ticket states known by the desk are:

Opened (when a ticket is newly created), idled (reserved for future use), closed (when a ticket has been closed by a user), reopened (when a customer user adds a reply to a closed ticket, the ticket is automatically reopened), merged (when two or more tickets are merged together), possible spam (when the spam filter thinks a message might be spam, but isn’t sure, it is marked "possible spam", and will still appear in queues as if they were "opened"), spam (when the spam filter thinks a message is almost certainly spam, and won’t appear in queues; "spam" tickets will show in the spam queue).

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