Actions on Tickets

Owned by Enterprise IT
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment
8 min read

With its intuitive interface, Digital Agent allows to effortlessly update, escalate, remind, reopen, cancel the tickets in Web Chat, MS Teams, or Slack channels. Whether you need to provide additional information, elevate the urgency of a ticket, or reopen a ticket, Digital Agent is here to simplify the process. Experience a new level of convenience and control with the power of intelligent automation at your fingertips.

Update Ticket

Digital Agent provides you the flexibility to modify or update a ticket through Web Chat, MS Teams, or Slack. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.

Update Ticket through Digital Agent in Web Chat

To update a ticket through Digital Agent in Web Chat, perform the following steps:

  1. Type-in the utterance such as Update Ticket or Update or Update SR or Update Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Update Ticket

    You may type in a specific ticket number as well to update it.

  2. Scroll horizontally right or left using  icon and  icon respectively. Click select hyperlink to select the required ticket which you want to update. Let's say you have selected the ticket number 234150 from the displayed list, the system displays the following message:


    Figure: Update Ticket Message

  3. Enter the required information to be updated. After entering the required information, the system displays the following message:


    Figure: Additional Information

    The updated information will appear in the Additional Information field of the incident details page.

Update Ticket through Digital Agent in MS Teams

To update the ticket through Digital Agent in MS Teams, perform the following steps:

  1. Type-in the utterance such as Update Ticket or Update SR or Update Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Update Ticket

    You may type in a specific ticket number as well to update it.

  2. Scroll horizontally right or left using  icon and  icon respectively. Click select hyperlink to the required ticket which you want to update. Let's say you have selected the ticket number 234340 from the list, the system displays a notification and a message after selecting the ticket. A sample screenshot is shown below:


    Figure: Update Ticket Message

  3. Enter the information to be updated. 


    Figure: Additional Information

    The updated information will appear in the Additional Information field of the incident details page.

Update Ticket through Digital Agent in Slack

To update the ticket through Digital Agent in Slack, perform the following steps:

  1. Type-in the utterance such as Update Ticket or Update SR or Update Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Update Ticket

    You may type in a specific ticket number as well to update it.

  2. Scroll vertically using scrollbar and click select button to the required ticket which you want to update. Let's say you have selected the ticket number 227119 from the list, the system displays a notification and a message after selecting the ticket. A sample screenshot is shown below:


    Figure: Update Ticket Message

  3. Enter the information to be updated. 


    Figure: Additional Information

    The updated information will appear in the Additional Information field of the incident details page.

Escalate Ticket

Digital Agent provides you the flexibility to escalate a ticket through Web Chat, MS Teams, or Slack. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.

Escalate Ticket through Digital Agent in Web Chat

To escalate the ticket, perform the following steps:

  1. Type-in the utterance such as Escalate Ticket or Escalate or Escalate SR or Escalate Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Escalate Ticket

  2. Scroll horizontally right or left using  icon and  icon respectively. Click select hyperlink to the required ticket which you want to escalate. Let's say you have selected the ticket number 234341 from the list, the system displays the following message:


    Figure: Escalate Ticket Message

    The selected ticket is escalated.

Escalate Ticket through Digital Agent in MS Teams

To escalate the ticket through Digital Agent in MS Teams, perform the following steps:

  1. Type-in the utterance such as Escalate Ticket or Escalate SR or Escalate Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Escalate Ticket

  2. Scroll horizontally right or left using  icon and  icon respectively. Click select hyperlink to the required ticket which you want to escalate. Let's say you have selected the ticket number 234150 from the list, the system displays a notification and a message after selecting the ticket:


    Figure: Escalate Ticket Message

    The selected ticket is escalated. 

Escalate Ticket through Digital Agent in Slack

To escalate the ticket through Digital Agent in Slack, perform the following steps:

  1. Type-in the utterance such as Escalate Ticket or Escalate SR or Escalate Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Escalate Ticket

  2. Scroll vertically using scrollbar and click select button to the required ticket which you want to escalate. Let's say you have selected the ticket number 227118 from the list, the system displays the following message after selecting the ticket:


    Figure: Escalate Ticket Message

    The selected ticket is escalated.

Remind Ticket

Digital Agent provides you the flexibility for ticket reminder in Web Chat, MS Teams, or Slack channel. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.

Remind Ticket through Digital Agent in Web Chat

To set a reminder for a ticket through Digital Agent in Web Chat, perform the following steps:

  1. Type-in the utterance such as Remind Ticket or Remind or Remind SR or Remind Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Remind Ticket

  2. Scroll horizontally right or left using  icon and  icon respectively. Click select hyperlink to the required ticket which you want to remind. Let's say you have selected the ticket number 234341 from the list, the system displays the following message:


    Figure: Remind Ticket Message

    A reminder is sent for the selected ticket.

Remind Ticket through Digital Agent in MS Teams

To set a reminder for a ticket in MS Teams, perform the following steps:

  1. Type-in the utterance such as Remind Ticket or Remind SR or Remind Incident and so on.  System displays the following message with Yes and No options. A sample screenshot is shown below:


    Figure: Remind Ticket

  2. Click Yes. It displays a list of tickets. Scroll horizontally right or left using  icon and  icon respectively. Click select hyperlink to the required ticket which you want to remind. 


    Figure: Remind Ticket - List

    Let's say you have selected the ticket number 234340 from the list, the system displays the following message:


    Figure: Remind Ticket Message

    A reminder is set for the selected ticket.

Remind Ticket through Digital Agent in Slack

To set a reminder for a ticket through Digital Agent in Slack, perform the following steps:

  1. Type-in the utterance such as Remind Ticket or Remind SR or Remind Incident and so on. System displays the following message with Yes and No options. A sample screenshot is shown below:


    Figure: Remind Ticket

  2. Click Yes. It displays a list of tickets. Scroll vertically using scrollbar and click select button to the required ticket which you want to remind. 


    Figure: Remind Ticket - List

    Let's say you have selected the ticket number 227118 from the above list, the system displays the following message:


    Figure: Remind Ticket Message

Reopen Ticket

Digital Agent provides you the flexibility to reopen a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response. 

Note

A ticket can be reopened only with status as Resolved.

Reopen Ticket through Digital Agent in Web Chat

To reopen a ticket through Digital Agent in Web Chat channel, perform the following steps:

  1. Type-in the utterance such as Reopen Ticket or Reopen or Reopen SR or Reopen Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Reopen Ticket

  2. Scroll horizontally right or left using  icon and  icon respectively. Click select hyperlink to the required ticket which you want to reopen. Let's say you have selected the ticket number 234340 from the list, the system displays the following message:


    Figure: Reopen Ticket Message

    The selected ticket is reopened. 

You cannot reopen a ticket with status as Closed, In-Progress, Cancelled and New. The following messages are displayed with the status as shown below:

  • Closed - A ticket with status as Closed cannot be reopened. A sample screenshot is shown below:


    Figure: Closed Status
  • In-Progress - A ticket with status as In-Progress cannot be reopened. A sample screenshot is shown below:


    Figure: In-Progress Status

  • Cancelled - A ticket with status as Cancelled cannot be reopened. A sample screenshot is shown below:


    Figure: Cancel Status

  • New - A ticket with status as New cannot be reopened. A sample screenshot is shown below:


    Figure: New Status

Reopen Ticket through Digital Agent in MS Teams

To reopen a ticket through Digital Agent in MS Teams channel, perform the following steps:

  1. Type-in the utterance such as Reopen Ticket or Reopen SR or Reopen Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Reopen Ticket

  2. Scroll horizontally right or left using  icon and  icon respectively. Click select hyperlink to the required ticket which you want to reopen. Let's say you have selected the ticket number 234340 from the list, the system displays the following message:


    Figure: Reopen Ticket Message

    The selected ticket is reopened.

You cannot reopen a ticket with status as Closed, In-Progress, Cancelled and New. The following messages are displayed with the status as shown below:

  • Closed - A ticket with status as Closed cannot be reopened. A sample screenshot is shown below:


    Figure: Closed Status
  • In-Progress - A ticket with status as In-Progress cannot be reopened. A sample screenshot is shown below:


    Figure: In-Progress Status

  • Cancelled - A ticket with status as Cancelled cannot be reopened. A sample screenshot is shown below:


    Figure: Cancel Status

  • New - A ticket with status as New cannot be reopened. A sample screenshot is shown below:


    Figure: New Status

Reopen Ticket through Digital Agent in Slack

To reopen a ticket through Digital Agent in Slack channel, perform the following steps:

  1. Type-in the utterance such as Reopen Ticket or Reopen SR or Reopen Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Reopen Ticket

  2. Scroll vertically using scrollbar and click select button to the required ticket which you want to reopen. Let's say you have selected the ticket number 234340 from the list, the system displays the following message:


    Figure: Reopen Ticket Message

    It will appear in the Additional Information field of the incident details page. The ticket will be reopened and assigned to the relevant Analyst.

You cannot reopen a ticket with status as Closed, In-Progress, Cancelled and New. The following messages are displayed with the status as shown below:

  • Closed - A ticket with status as Closed cannot be reopened. A sample screenshot is shown below:


    Figure: Closed Status
  • In-Progress - A ticket with status as In-Progress cannot be reopened. A sample screenshot is shown below:


    Figure: In-Progress Status

  • Cancelled - A ticket with status as Cancelled cannot be reopened. A sample screenshot is shown below:


    Figure: Cancel Status

  • New - A ticket with status as New cannot be reopened. A sample screenshot is shown below:


    Figure: New Status

Cancel Ticket

Digital Agent provides you the flexibility to cancel a ticket. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response. 

Note

A ticket with status as Closed cannot be cancelled.

Cancel Ticket through Digital Agent in Web Chat

To cancel a ticket through Digital Agent in Web Chat, perform the following steps:

  1. Type-in the utterance such as Cancel Ticket or Cancel or Cancel SR or Cancel Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Cancel Ticket

  2. Scroll horizontally right or left using  icon and  icon respectively. Click select hyperlink to the required ticket which you want to cancel. Let's say you have selected the ticket number 234155 from the list, the system displays the following message:


    Figure: Cancel Ticket Message

    The selected ticket is cancelled.

Cancel Ticket through Digital Agent in MS Teams

To cancel a ticket through Digital Agent in MS Teams, perform the following steps:

  1. Type-in the utterance such as Cancel Ticket or Cancel SR or Cancel Incident and so on.  The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Cancel Ticket

  2. Scroll horizontally right or left using  icon and  icon respectively. Click select hyperlink to the required ticket which you want to cancel. Let's say you have selected the ticket number 234340 from the list, the system displays the following message:


    Figure: Cancel Ticket Message

The selected ticket is cancelled.

Cancel Ticket through Digital Agent in Slack

To cancel a ticket through Digital Agent in Slack, perform the following steps:

  1. Type-in the utterance such as Cancel Ticket or Cancel SR or Cancel Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:


    Figure: Cancel Ticket

  2. Scroll vertically using scrollbar and click select button to the required ticket which you want to cancel. Let's say you have selected the ticket number 227119 from the list, the system displays a message after selecting the ticket. A sample screenshot is shown below:


    Figure: Cancel Ticket Message

The selected ticket is cancelled.