JoomHelpdesk - Ticket Management Guide for Support Agents

Parent Category: Documentation JoomHelpdesk Documentation Last Updated: 03 February 2026 Hits: 288

This guide covers how support agents (handlers) manage tickets in JoomHelpDesk. All support actions described here take place on the frontend of the Joomla site, not in the Joomla administrator backend.

1. Overview

JoomHelpDesk provides a dedicated frontend support panel for agents who have been assigned handler permissions. When a handler logs in and navigates to the JoomHelpDesk menu item, they see the admin support panel rather than the standard user ticket view.

The admin support panel allows handlers to:

View and filter ticket lists by status, product, department, handler, and other criteria
Open, read, and reply to tickets
Change ticket properties (status, priority, category, product, department, handler)
Add private notes visible only to other handlers
Forward tickets to other products, departments, or handlers
Use canned (pre-built) responses
Track time spent on tickets
Manage tags, related tickets, and CC users
Print tickets and export them to the Knowledge Base or FAQ
Perform batch operations on multiple tickets at once

2. Accessing the Support Panel

Log in to the Joomla frontend with an account that has handler permissions.
Navigate to the JoomHelpDesk menu item on the site.
The system detects your handler role and displays the admin support panel instead of the user ticket view.

If your account has been set to "Out of Office" status, a warning banner appears at the top of the panel with a button to set yourself as available again.

3. Ticket List View

Status Tabs

The ticket list includes a tab bar across the top. Tabs can include:

Individual status tabs -- each ticket status configured with "Own Tab" enabled gets a dedicated tab showing the count of tickets in that status.
All Open -- shows all tickets that are not in a closed status (visible when support_tabs_allopen is enabled).
Closed -- shows all tickets with a closed status (visible when support_tabs_allclosed is enabled).
All -- shows all tickets except archived ones (visible when support_tabs_all is enabled).
Other -- a dropdown containing statuses that do not have their own tab, plus any aggregate tabs not shown as main tabs.
Search Results -- appears when a search has been performed, showing the number of matching tickets.

Each tab displays the ticket count in parentheses next to the status name. These counts update automatically when auto-refresh is enabled.

Ticket List Columns

The ticket list is presented as a table. Depending on configuration, the columns can include:

Batch checkbox (for selecting tickets for batch operations)
Ticket reference number
Subject
User name / username
Handler (assigned agent)
Status (color-coded)
Priority (color-coded)
Last updated timestamp
Product
Department
Category

Columns for handler, priority, category, tags, and other fields can be hidden via configuration settings (support_hide_handler, support_hide_priority, support_hide_category, support_hide_tags).

Grouping

Tickets in the list can be visually grouped by product, department, category, priority, or handler. This is controlled per-handler via the "group_by" user setting. When grouping is active, tickets are organized under labeled section headers with a count badge.

Search and Filtering

Basic Search

The default view provides an "Add Filter" dropdown button with the following filter categories:

Keyword -- free-text search across ticket subjects and content.
Status -- filter by one or more specific statuses, "All Open", or "Closed".
Handler -- filter by "My Tickets", "My Assigned Tickets", "My CC Tickets", "Other Handlers' Tickets", or "Unassigned".
Tags -- filter by one or more tags.

Active filters appear as removable badge-style chips below the filter bar. A "Clear All" button removes all active filters at once.

Ordering

A sort dropdown on the right side of the filter bar lets you order tickets by:

Last Update (default, newest first)
Subject
Ticket Reference
Username
Created date
Handler
Status
Product
Department
Category
Priority

Advanced Search

Click the "Advanced Search" link to switch to the advanced search form. This provides individual fields for:

Subject, Ticket Reference, Username, Email, Full Name
Handler (multi-select with quick filters: My Tickets, Other Handlers, Unassigned, My CC, My Assigned)
Message content
Status (multi-select)
Product, Department, Category (multi-select)
Priority (multi-select)
Ticket Groups
Custom fields marked as "advanced search" enabled
Date range (From / To)

Click "Search" to execute the query or "Reset" to clear all fields.

Pagination

When the ticket list exceeds the page limit, pagination controls appear at the bottom of the list. The page size can be adjusted by the handler.

Batch Operations

Click the batch mode toggle to display checkboxes beside each ticket. A batch actions panel appears at the top with:

Select All / None / Invert buttons for quick selection.
Status dropdown to change the status of all selected tickets (includes a "Delete" option if support_delete is enabled).
Priority dropdown to change priority.
Handler dropdown to reassign all selected tickets.
Process button to execute the batch changes.

A batch print option is also available, allowing you to print multiple selected tickets at once with various print templates.

Archive and Delete Actions

When viewing a "Closed" status tab, an "Archive All Closed Tickets" button appears. If support_delete is enabled, a "Delete All Closed Tickets" button is also shown.

When viewing the "Archived" status tab and support_delete is enabled, a "Delete All Archived Tickets" button appears.

4. Viewing a Ticket

Clicking a ticket in the list opens the ticket detail view. This is a two-column layout:

Left Column: Conversation Messages

The message thread is displayed in the left column (8 columns wide on medium and larger screens). Messages are shown in chronological order (newest first by default; handlers can reverse this via their personal settings). Each message shows:

Sender name and whether they are the user, handler, or system
Timestamp
Subject line
Message body (rendered from BBCode)
Attachments linked to that message
Per-message rating stars (if message ratings are enabled)
Time tracking entries (if applicable)

Message types are visually distinguished:

Type	Description
User Reply	Message from the ticket submitter
Handler Reply	Response from a support agent (visible to the user)
Private Note	Internal note visible only to handlers
Audit Log	System-generated change record
Draft	Saved reply not yet sent
Time Entry	Time tracking record

Handlers can edit existing messages by clicking the edit icon on a message. This opens an inline editor (SCEditor) with save, cancel, and delete buttons. An optional "No Log" checkbox suppresses audit trail entries for the edit if allow_edit_no_audit is enabled.

Right Column: Ticket Information

The right column (4 columns wide) contains information cards:

Status and Priority Card

Status -- dropdown to change the ticket status directly (color-coded). Only statuses the handler has permission to set are shown.
Priority -- dropdown to change priority directly (color-coded). Saves automatically on change.
Closed Date -- shown when the ticket is in a closed status.
Time Taken -- total accumulated time, with a plus button to add time entries.
Message Rating -- average star rating across all rated messages (if enabled).
Ticket Rating -- overall ticket rating (if enabled).

Assignment Card

Product -- current product with a forward icon to move the ticket to another product.
Department -- current department with a forward icon.
Category -- current category with an inline edit control to change it.

People Card

User -- the ticket submitter, shown as name and username. An icon to forward the ticket to another user is available. For unregistered users, the unregistered name is displayed.
CC Users -- list of users copied on the ticket, shown as colored badges. Green badges indicate full access; orange badges indicate read-only or email-only CC. Each badge has a remove button.
User Groups -- ticket groups the user belongs to.
Email -- shown for unregistered user tickets, with edit and password reveal controls.
Handler -- the assigned handler, with a forward icon to reassign. If no handler is assigned, "Unassigned" is displayed.
CC Handlers -- additional handlers copied on the ticket, with add and remove controls.
User's Tickets -- total ticket count for this user, with a tooltip breakdown by status and a search icon to view all their tickets.

Tags Card

Displays current tags as badges. Each tag has a remove button.
A plus icon opens a dropdown to add new tags from existing tags or type a new one.

Custom Fields Cards

Extra Info -- ungrouped custom fields with their values displayed.
Grouped Custom Fields -- one card per group, each containing the relevant fields.
Fields with an edit icon can be modified inline via a modal popup. Fields marked for advanced search show a search icon to find similar tickets.

Ticket Header

Above the two-column layout, the ticket header shows:

Subject -- the ticket title, with an edit icon to rename it inline.
Ticket ID -- the unique reference number.
Last Update -- timestamp of the most recent activity.
Related Tickets -- linked tickets shown as badges with remove and navigation controls.

A toolbar at the top of the ticket view provides:

Prev / Next navigation buttons to move between tickets of the same status.
Tools dropdown menu containing:
- Print -- print the ticket with options for "All Details", "No Private Messages", or custom print templates from the ticketprint plugin system.
- Export To -- convert the ticket into a Knowledge Base article or FAQ entry (requires appropriate permissions).
- Unregistered Ticket Tools -- for unregistered tickets: re-send password email, send list of all tickets, create a Joomla user account from the ticket.
- Merge Tickets -- merge this ticket into another, merge another ticket into this one.
- Add Related Ticket -- link another ticket as related.
- Delete Ticket -- permanently delete the ticket (only shown when support_delete is enabled).

5. Replying to Tickets

To reply to a ticket, click the reply button on the ticket view. The reply form includes:

Subject

A text input pre-filled with "Re: [original subject]". You can modify it.

New Status

A dropdown to set the ticket status after your reply. The default is determined by the def_admin status setting. Closed statuses are only available if you have permission to close tickets.

Auto-Assign on Reply

If support_assign_reply is enabled or auto-assign is configured, a checkbox labeled "Don't assign this support ticket to me" appears. By default, replying assigns the ticket to you.

Message Body

A WYSIWYG editor (SCEditor with BBCode formatting) for composing the reply. The editor toolbar and paste behavior are configurable via settings (sceditor_buttonhide, sceditor_paste_user, sceditor_paste_admin, sceditor_theme). The editor dimensions are controlled by support_admin_reply_width and support_admin_reply_height.

Canned Responses

An "Insert" dropdown button above the editor provides quick access to:

Pre-built canned response templates (organized by groups if configured)
Links to Knowledge Base articles and FAQ entries that can be inserted
An "Edit" link to manage canned responses

Selecting a canned response inserts its content into the editor at the cursor position. Canned responses support template variables that are automatically replaced with ticket data (e.g., user name, ticket reference, handler name).

File Attachments

A file upload section allows attaching files. The maximum upload size is displayed (configurable separately for handlers via admin upload size settings).

Signature

A dropdown to select which signature to append to the reply. Signatures can be managed via the edit and preview buttons adjacent to the dropdown. Each handler can have personal signatures and set a default.

Actions

Submit -- send the reply to the user and change the status.
Cancel -- return to the ticket without sending.
Save Draft -- save the reply as a draft without sending it. Drafts are only visible to handlers.

Reference Panels

Below the reply form, tabs display:

Messages -- the existing conversation thread for reference while composing.
Ticket Details -- the ticket info panel.
Attachments -- all files attached to the ticket (shown only if attachments exist).

Time Tracking on Reply

If time tracking is enabled, time entry fields appear on the reply form. The format depends on the time_tracking_type setting:

Hours:Minutes (hm) -- separate Hours and Minutes fields.
Start/End Time (se) -- start and end time pickers with a "now" reset button.
Date/Time (tm) -- full date-time pickers for start and end.

When time_tracking is set to "auto", the minutes field increments automatically every 60 seconds while the reply form is open.

6. Changing Ticket Properties

Most ticket properties can be changed directly from the ticket detail view without navigating away.

Status

Select a new status from the dropdown in the Status card. The change is submitted immediately on selection. An audit note is automatically recorded.

Priority

Select a new priority from the dropdown in the Status card. The change is saved via AJAX without a page reload. A brief "Saved" confirmation appears.

Subject (Title)

Click the edit icon next to the ticket title. An inline text field appears. Click the checkmark to save or the reset icon to cancel.

Email (Unregistered Tickets)

Click the edit icon next to the email address. An inline text field appears for modification.

Product and Department

These are changed through the forwarding workflow (see Section 7).

Handler

Handler reassignment is done through the forward to handler workflow (see Section 7), or directly via the CC handlers controls.

CC Users

Click the plus icon next to the User or CC Users row to open a user picker modal.
Select one or more users to add as CC.
CC users can be set as full-access (green badge) or read-only (orange badge).
Click the X on a CC badge to remove that user.

CC Handlers

Click the plus icon next to the Handler or CC Handlers row to open a handler picker modal.
CC handlers receive notifications about ticket activity.
Click the X on a CC handler badge to remove them.

Custom Fields

Click the edit icon next to a custom field to open a modal editor.
Fields with advanced search enabled show a search icon to find other tickets with the same value.

7. Forwarding Tickets

Forwarding moves a ticket to a different product, department, or handler. Three forwarding types are available from the ticket info panel:

Forward to Product/Department

Click the forward icon next to the Product or Department field. The forward form includes:

New Product dropdown -- select the target product.
New Department dropdown -- select the target department.
New Handler dropdown with options:
- Unchanged -- keep the current handler (default when forward_product_handler = "unchanged").
- Auto Assign -- let the system assign based on auto-assignment rules (default when forward_product_handler = "auto").
- Unassigned -- remove handler assignment (default when forward_product_handler = "unassigned").
- Specific Handler -- choose from the list of available handlers.
Message to Handler -- an optional internal note for the new handler (with canned response support).
Message to User -- an optional message sent to the ticket submitter (with canned response support).

Forward to Handler

Click the forward icon next to the Handler field. The forward form includes:

New Handler dropdown with the same options as above, using the forward_handler_handler setting for the default.
New Status dropdown -- optionally change the status during forwarding.
Message to Handler -- internal note for the new handler.
Message to User -- message sent to the ticket submitter.

Forward to User

Click the forward icon next to the User field to transfer ticket ownership to a different user.

8. Canned Responses

Canned responses are pre-built reply templates that handlers can insert into any message editor.

Using Canned Responses

In any reply form, click the "Insert" dropdown button above the message editor.
Canned responses are listed by name. If groups are configured, they appear in sub-menus.
Click a canned response to insert its content into the editor at the current cursor position.

Template Variables

Canned responses support template variables that are automatically replaced with ticket-specific data when inserted. Common variables include ticket reference, user name, handler name, product name, department name, and other ticket fields.

Managing Canned Responses

Click the "Edit" link at the bottom of the Insert dropdown to navigate to the canned response management view (admin_canned). From there you can create, edit, delete, and organize canned responses into groups.

Additional Insert Options

The Insert dropdown also provides links to insert:

KB Articles -- search and insert a link to a Knowledge Base article.
FAQ Entries -- search and insert a link to an FAQ entry.

9. Private Notes

Private notes are internal messages visible only to handlers. The ticket submitter and CC users without handler permissions cannot see them.

Adding a Private Note

From the ticket view, click the "Private Note" reply button.
The reply form opens with a "Comment" editor (instead of "Message") and a hidden hidefromuser flag set to 1.
Compose the internal note. Canned responses can be used.
Click the submit button to save the note, or save it as a draft.

Identifying Private Notes

In the message thread, private notes are visually distinguished from regular user and handler messages. They use a different message type indicator and are hidden when printing with the "No Private Messages" print option.

10. Attachments

Uploading Files

File upload controls appear on every reply form. The maximum file upload size is displayed next to the upload label. The actual limit depends on:

The server's PHP upload_max_filesize and post_max_size settings
The component's configurable maximum file size (which can differ between users and admins)

The list of allowed file types is configurable in the component settings.

Viewing Attachments

Attachments appear linked to their respective messages in the conversation thread. Image files (JPG, JPEG, PNG, GIF, WebP) are shown with thumbnail previews. Clicking an image thumbnail opens a full-size preview in a Fancybox lightbox overlay.

Non-image files display as download links with the original filename.

Downloading Attachments

Click any attachment link to download the file. For handler downloads, the filename format can be configured via the support_filename setting:

Setting Value	Filename Format
0 (Default)	Original filename
1	`username_filename`
2	`username_date_filename`
3	`date_username_filename`
4	`date_filename`

Deleting Attachments

Handlers can delete individual attachments from tickets. A confirmation prompt appears before deletion.

11. Ticket Locking

When a handler opens a ticket, the system can lock it to prevent other handlers from making conflicting edits simultaneously.

How It Works

The lock timeout is controlled by the support_lock_time setting (in seconds).
When you open a ticket, it is automatically checked out to your user account.
While you have the ticket open, the lock is refreshed periodically (at least every 10 seconds, or at the support_lock_time interval).
If another handler opens a locked ticket, they see a notice indicating which handler currently has the ticket locked.
When the lock timeout expires (the handler closes the ticket or becomes inactive), the ticket becomes available again.

Configuration

Set support_lock_time to 0 to disable ticket locking entirely. Otherwise, set it to the number of seconds a lock should persist. A minimum effective value of 10 seconds is enforced.

12. Time Tracking

Time tracking allows handlers to record the time spent working on tickets.

Enabling Time Tracking

The time_tracking setting controls the mode:

Value	Behavior
(empty)	Time tracking disabled -- no time fields shown
`manual`	Manual entry -- handlers enter time themselves
`auto`	Automatic -- timer increments automatically while the reply form is open; handlers can adjust

Time Entry Formats

The time_tracking_type setting controls the input format:

Value	Format
`hm` (default)	Hours and Minutes fields
`se`	Start Time and End Time pickers
`tm`	Full Date/Time range pickers

Adding Time from the Ticket View

Click the plus icon next to "Time Taken" in the Status card. A popup appears with:

Hours and Minutes input fields
Quick-set buttons for common durations
A notes field for describing what was done
"Add Time" and "Remove Time" buttons

Required Notes

When time_tracking_require_note is enabled, the notes field must contain at least 5 characters before time can be added.

Time on Replies

Time fields also appear on the reply form. Time entered there is recorded alongside the reply message.

Editing Time Entries

Existing time entries can be edited by clicking the edit button on a time-type message in the conversation thread.

13. Ticket Ratings

JoomHelpDesk supports two types of ratings:

Per-Message Ratings

When ratings_per_message_admin_overview is enabled, individual messages can be rated on a 1-5 star scale. The average message rating appears in the ticket info panel. Handlers see the aggregate rating; the individual message ratings appear inline with each message.

Per-Ticket Ratings

When ratings_ticket is enabled, the ticket itself can receive an overall 1-5 star rating. This rating is displayed in the ticket info panel.

Rating Behavior

Ratings are shown as filled and unfilled star icons.
Whether a user can change a previously submitted rating depends on the allow_rating_change configuration.
The average message rating is calculated from all rated messages and displayed with one decimal place.

14. Printing Tickets

Single Ticket Printing

From the ticket view, click the Tools dropdown and select a print option:

All Details -- prints the complete ticket including all messages, private notes, and audit entries.
No Private Messages -- prints the ticket without private handler notes (suitable for sharing with the customer).
Custom Print Templates -- additional print formats provided by the ticketprint internal plugin system.

All print options open in a new browser tab/window formatted for printing.

Batch Printing

From the ticket list, enter batch mode and select multiple tickets. Use the batch print dropdown to print them all at once with the chosen template.

15. Deleting Tickets

Ticket deletion is only available when the support_delete setting is enabled.

Single Ticket Deletion

From the ticket view, open the Tools dropdown and select "Delete Ticket". A confirmation dialog appears before the ticket is permanently removed.

Bulk Deletion

From the ticket list:

In batch mode, select tickets and choose "Delete" from the batch status dropdown.
On closed/archived status tabs, dedicated "Delete All" buttons appear.

Deletion is permanent and cannot be undone.

16. Auto-Refresh

The ticket list and ticket detail view can automatically refresh to show new activity.

Configuration

The support_admin_refresh setting controls the refresh interval in seconds. Set it to 0 to disable auto-refresh.

When enabled, the system periodically polls the server via AJAX and updates:

The ticket list content
The ticket count badges on each status tab

The refresh occurs without a full page reload, preserving the handler's current scroll position and any open batch selections.

17. Additional Features

Merging Tickets

From the Tools dropdown on a ticket:

This ticket into another -- search for a target ticket and merge the current ticket into it. The current ticket is marked as merged and becomes read-only.
Another ticket into this one -- search for a source ticket and merge it into the current ticket.

Exporting to KB/FAQ

Handlers with Knowledge Base or FAQ creation permissions can export a ticket directly:

Export to Knowledge Base -- creates a new KB article from the ticket content.
Export to FAQ -- creates a new FAQ entry from the ticket content.

Out of Office

Handlers can set themselves as unavailable (Out of Office). When this is active, a prominent warning banner appears on the support panel with a button to return to available status.

Handler Personal Settings

Each handler can customize their experience through personal settings, accessible from the support panel. Options include:

Default signature selection
Message display order (newest first or oldest first)
Ticket grouping preference (by product, department, category, priority, or handler)

When viewing a ticket, "Prev" and "Next" buttons in the toolbar allow you to step through tickets of the same status without returning to the list.

18. Handler Settings Reference

The following settings affect the handler support panel behavior. These are configured in the Joomla administrator backend under the JoomHelpDesk component configuration.

Support > General Settings

Setting	Key	Description
Allow Deleting Tickets	`support_delete`	Enable/disable ticket deletion for handlers
Ticket Lock Timeout	`support_lock_time`	Ticket lock timeout in seconds (0 = disabled)
Admin Refresh Interval	`support_admin_refresh`	Auto-refresh interval in seconds (0 = disabled)
Hide Handler	`support_hide_handler`	Hide/show the handler column and field
Hide Priority	`support_hide_priority`	Hide/show the priority column and field
Hide Category	`support_hide_category`	Hide/show the category column and field
Hide Tags	`support_hide_tags`	Hide/show tags
Hide User's Tickets	`support_hide_users_tickets`	Hide/show the "User's Tickets" count
Subject Size	`support_subject_size`	Width of the subject input field
Reply Editor Height	`support_admin_reply_height`	Height (in rows) of the reply editor
Reply Editor Width	`support_admin_reply_width`	Width (in columns) of the reply editor
Download Filename Format	`support_filename`	Download filename format (0-4, see Attachments section)
Advanced Search by Default	`support_advanced_default`	Show advanced search by default instead of basic
Show "All Open" Tab	`support_tabs_allopen`	Show the "All Open" tab
Show "Closed" Tab	`support_tabs_allclosed`	Show the "Closed" tab
Show "All" Tab	`support_tabs_all`	Show the "All" tab
Messages at Top	`messages_at_top`	Message display position (0/1 = standard, 2/3 = alternate)
Allow Edit Without Audit	`allow_edit_no_audit`	Allow editing messages without audit trail
Insert Popup	`support_insertpopup`	Show canned response insert as popup
User Can Close Tickets	`support_user_can_close`	Allow users to close their own tickets

Support > Handler Settings

Setting	Key	Description
Auto-Assign Tickets	`support_autoassign`	Auto-assignment mode (0 = off, 1 = round-robin, 2 = least tickets, 3 = on reply only)
Take Ownership on Reply	`support_assign_reply`	Show assign-on-reply option
Forward to Product Handler	`forward_product_handler`	Default handler selection when forwarding to product ("unchanged", "auto", "unassigned")
Forward to Handler Handler	`forward_handler_handler`	Default handler selection when forwarding to handler ("unchanged", "auto", "unassigned")

Time Tracking Settings

Setting	Key	Description
Time Tracking Mode	`time_tracking`	Time tracking mode ("" = disabled, "manual", "auto")
Time Entry Format	`time_tracking_type`	Input format ("hm" = hours:minutes, "se" = start/end time, "tm" = date/time range)
Require Note on Time Entry	`time_tracking_require_note`	Require a note when adding time

Rating Settings

Setting	Key	Description
Per-Message Ratings	`ratings_per_message_admin_overview`	Show per-message ratings in admin ticket view
Ticket Rating	`ratings_ticket`	Enable per-ticket ratings

Editor Settings

Setting	Key	Description
Enable SCEditor	`support_sceditor`	Enable SCEditor WYSIWYG for replies
Button Hide	`sceditor_buttonhide`	Toolbar buttons to exclude from the editor
User Paste Format	`sceditor_paste_user`	Paste format for user-side editor
Admin Paste Format	`sceditor_paste_admin`	Paste format for admin-side editor
Editor Theme	`sceditor_theme`	SCEditor CSS theme

Recently Updated

Documentation

Find documentation for our Joomla extensions on this page.

JoomHelpdesk - Ticket Management Guide for Support Agents

1. Overview

2. Accessing the Support Panel

3. Ticket List View

Status Tabs

Ticket List Columns

Grouping

Search and Filtering

Basic Search

Ordering

Advanced Search

Pagination

Batch Operations

Archive and Delete Actions

4. Viewing a Ticket

Left Column: Conversation Messages

Right Column: Ticket Information

Status and Priority Card

Assignment Card

People Card

Tags Card

Custom Fields Cards

Ticket Header

Toolbar

5. Replying to Tickets

Subject

New Status

Auto-Assign on Reply

Message Body

Canned Responses

Tags

File Attachments

Signature

Actions

Reference Panels

Time Tracking on Reply

6. Changing Ticket Properties

Status

Priority

Category

Subject (Title)

Email (Unregistered Tickets)

Product and Department

Handler

CC Users

CC Handlers

Tags

Related Tickets

Custom Fields

7. Forwarding Tickets

Forward to Product/Department

Forward to Handler

Forward to User

8. Canned Responses

Using Canned Responses

Template Variables

Managing Canned Responses

Additional Insert Options

9. Private Notes

Adding a Private Note

Identifying Private Notes

10. Attachments

Uploading Files

Viewing Attachments

Downloading Attachments

Deleting Attachments

11. Ticket Locking

How It Works

Configuration

12. Time Tracking

Enabling Time Tracking

Time Entry Formats

Adding Time from the Ticket View

Required Notes

Time on Replies

Editing Time Entries

13. Ticket Ratings