Search Tickets by ticket number. Just type the ticket number in the search field to get to a particular ticket number. Example, ST0000012 will look for ticket ST0000012. Alternatively, you can search for 0012 (at least 4 digits are required).
Wanted to filter tickets based on the staff member it is assigned to? Wanted to know the tickets that have not yet been assigned to anyone? We have a solution.
Helpdesk Pilot 2.2.0 (and above) offers a staff based ticket filtering and you don’t have to look around to find how you can apply this filter. Just use the search box. Search for staff: john to list all tickets assigned to john. And to list all tickets that remain unassigned search for staff: none. It’s simple, quick and can be used in conjunction with other status filters available.
Click here to see examples and screenshots of this useful feature.
A typical life-cycle of a new ticket at Helpdesk Pilot begins with Pre-Sales moves to Sales , occasionally then passed on to the Installation Department and finally lands up with the Support team. By now the ticket is already over 20 responses long and the original message of the customer is irrelevant and out-dated.
This is where Split Tickets introduced in 2.5.0 comes very handy. Click here to see how split tickets feature works.
So, next time you want to pass a ticket to another department consider using Split Tickets option.
