Agent guide¶
This chapter describes agents’ daily work with tickets, customers, the knowledge base, the CMDB, and reports.
- Ticket list
- Creating a ticket
- Ticket details
- Internal chat and ticket collaboration
- Articles and communication
- Ticket properties and actions
- Searching, filtering, and bulk actions
- Ticket checklists
- Time tracking
- Ticket links
- Splitting and merging tickets
- CMDB on a ticket
- Knowledge base
- Manage FAQ attachments and insert them into tickets
- Customers and organizations
- CMDB for agents
- Reports
- Send reports automatically by email
