Ticket Detail

There are 2 groups of ticket details

1. Current opening ticket

2. History detail

Current Opening Ticket Details

This information locates at the middle top section of Livechat screen

1. Ticket Number: Indicating the unique identification number assigned by the system to each ticket

2. Started: Displaying the datetime on which the ticket was initially opened in the system

3. SLA (Service Level Agreement): Representing the duration for which the ticket has been active

   1. Tickets adhering to SLA will be highlighted in blue

   2. while those exceeding the SLA timeframe will be denoted in red

4. First Response: Showing the name of the agent or supervisor who provided the initial response to the ticket with date and time

5. Assignee: Presenting the name of the agent or supervisor currently responsible for handling the ticket

6. 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

1. Header of Ticket History is the date that ticket is resolved or closed by an agent

2. Ticket Number : Indicating the unique identification number assigned by the system to each ticket

3. Opened ticket : the date and time that ticket was opened to Livechat system

4. First response : the date and time that the ticket received first response from an agent

5. Response by : Showing the name of the agent or supervisor who provided the initial response to the ticket

6. Reasons : this information is filled-in field from agent before ticket was resolved

7. Outcomes : this information is filled-in field from agent before ticket was resolved

8. Ticket note : this information is filled-in field from agent before ticket was resolved

9. 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