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View & Edit a Ticket

Zendesk Agent
  • Updated

Overview

Open a ticket to view details or make changes.

Read more about tickets and what you can do with them in Tickets.

Access & Permissions

You need an in-house user with a role permission to edit or view tickets and the user permission 'Tickets & Project Reports'. Read more in Permissions.
Subcontractors see only assigned tickets and have limited rights to edit tickets. Read more in User Types.

Open a Ticket

Open a ticket in Tickets Plan View, Tickets List View or Tickets Calendar View.

View a Ticket

The ticket header shows some key information:

  1. Numbering sequence - read more in Form Options > Numbering sequence
  2. Ticket title
  3. User who created it and creation date
  4. A closed ticket shows how many days it took until it got closed (from creation to status closed).
    An open ticket shows how many days ago it was created.
  5. Ticket ID
  6. Status (background colour also matches the status) - read more in Status Colours & Ticket Pins
  7. Form name (selected when ticket was created)
  8. Project name

  1. Initially after opening a ticket the ticket header is slim and shows only ticket ID and title.
  2. Scroll up to show the full header with the following key information:
  3. Numbering sequence - read more in Form Options > Numbering sequence
  4. Ticket title
  5. User who created it and creation date
  6. A closed ticket shows how many days it took until it got closed (from creation to status closed).
    An open ticket shows how many days ago it was created.
  7. Ticket ID
  8. Status (background colour also matches the status) - read more in Status Colours & Ticket Pins.
  9. Form name (selected when ticket was created)

The creator of a ticket can see if the assignee has viewed the ticket, if the assignee has enabled read receipts.
Read more in View Read Receipts of Tickets.

Fill out Ticket Fields

Fill out the ticket fields as they are defined in the selected form. This might include a title, assignee, due date and more.

Read more in Fill in the form of a Ticket.

Use voice input to quickly fill ticket fields when editing a ticket in the mobile app. Read more in Fill Ticket Fields with Voice.

Save a Ticket

When you have finished editing your ticket (e.g. set the status to "In Progress"), you must save the changes to the ticket fields:

  1. Click Save or Save and close

  1. Tap back to save your changes

If you are offline while saving, your changes will be synced once you are back online.

Attachments & more

There is more you can do in a ticket, which is described in the following articles:

Related articles

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