Ticket Detail
There are 2 groups of ticket details
Current opening ticket
History detail
Current Opening Ticket Details
This information locates at the middle top section of Livechat screen
Ticket Number: Indicating the unique identification number assigned by the system to each ticket
Started: Displaying the datetime on which the ticket was initially opened in the system
SLA (Service Level Agreement): Representing the duration for which the ticket has been active
Tickets adhering to SLA will be highlighted in blue
while those exceeding the SLA timeframe will be denoted in red
First Response: Showing the name of the agent or supervisor who provided the initial response to the ticket with date and time
Assignee: Presenting the name of the agent or supervisor currently responsible for handling the ticket
Tags: Offering supplementary information attached to the ticket during its inception
Ticket History Details
This information locates at the bottom right section of Livechat screen
Header of Ticket History is the date that ticket is resolved or closed by an agent
Ticket Number : Indicating the unique identification number assigned by the system to each ticket
Opened ticket : the date and time that ticket was opened to Livechat system
First response : the date and time that the ticket received first response from an agent
Response by : Showing the name of the agent or supervisor who provided the initial response to the ticket
Reasons : this information is filled-in field from agent before ticket was resolved
Outcomes : this information is filled-in field from agent before ticket was resolved
Ticket note : this information is filled-in field from agent before ticket was resolved
Assignee : Presenting the name of the agent or supervisor currently responsible for handling the ticket
Note : Response by and Assignee can be 2 different agents
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