# Tickets Overview # Opening a ticket [![image.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/1X7NBzIprCGFC4cy-image.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/1X7NBzIprCGFC4cy-image.png) Firstly you want to select **Support Departments** on the left hand navigation. Then you can click a support department you wish to open a ticket in: [![Screenshot 2024-09-05 at 20.37.59.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/0ItAYENXvfDKnlCU-screenshot-2024-09-05-at-20-37-59.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/0ItAYENXvfDKnlCU-screenshot-2024-09-05-at-20-37-59.png) You will now see a form to fill in to create a ticket: [![Screenshot 2024-09-05 at 20.41.22.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/1gtBoKSnvyiU78qq-screenshot-2024-09-05-at-20-41-22.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/1gtBoKSnvyiU78qq-screenshot-2024-09-05-at-20-41-22.png) **Support:** Is the name of the support department. **ETA:** Is the estimate time of a response. **Subject:** Your brief reason for the ticket. **CC:** Any emails you wish to send a carbon **COPY** of the ticket too, remember they'll get access to the public side of the ticket to reply as-well as yourself. **Priority:** Select the priority of the ticket, you can set this to Low, Medium, High, Emergency or any other pre-set priorities allowed. **Ticket Response:** This is the ticket content itself, please provide as much detail in this ticket to help the agents assist you to the fullest. **IP Address:** Your IP Address is recorded with the ticket to prevent abuse. # Viewing a ticket When you're viewing a ticket you will see the following: [![Screenshot 2024-09-05 at 20.52.44.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/cUnJSqnhX6l7bXFS-screenshot-2024-09-05-at-20-52-44.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/cUnJSqnhX6l7bXFS-screenshot-2024-09-05-at-20-52-44.png) **Viewing Ticket:** Will show you the subject of the ticket. **Customer:** Shows you the currently assigned customer. If the ticket is from a non customer, you can assign the ticket to a customer via the dropdown. **This is only shown to the Agents.** [![Screenshot 2024-09-05 at 20.52.54.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/SMU7YLJP25FNPsPM-screenshot-2024-09-05-at-20-52-54.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/SMU7YLJP25FNPsPM-screenshot-2024-09-05-at-20-52-54.png) Now if **you're** an Agent you can view the following section. You can change the Department, Status, Priority of the ticket, as-well as assigning the ticket to an Agent. If you're an **Account manager** for a customer, their tickets automatically get assigned to you. You can however change them to not assigned or to another agent if required. --- **Responses:** **Customers** show up in grey and the first ticket reply will show up with stars for the customer to rate you. If they rate you, they'll be a solid Yellow. [![Screenshot 2024-09-05 at 21.46.58.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/kLR2o4kMwmvjfZbo-screenshot-2024-09-05-at-21-46-58.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/wKglgpu0hxooJivR-screenshot-2024-09-05-at-21-46-58.png) Customer's replies are always on the left. **Agent** replies are always on the right, in blue and don't show the IP Address. [![Screenshot 2024-09-05 at 20.59.42.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/wImGi7d6O8uXSaZt-screenshot-2024-09-05-at-20-59-42.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/wImGi7d6O8uXSaZt-screenshot-2024-09-05-at-20-59-42.png) You can leave **Notes** for other agents, these **don't** show up for the customer. They are in Yellow just like the Agents and always on the right hand side. [![Screenshot 2024-09-05 at 22.01.38.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/kXGY7D1Vka7vFuyW-screenshot-2024-09-05-at-22-01-38.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/kXGY7D1Vka7vFuyW-screenshot-2024-09-05-at-22-01-38.png) [![Screenshot 2024-09-05 at 20.53.19.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/ukPKWAQ0XP2XPxye-screenshot-2024-09-05-at-20-53-19.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/ukPKWAQ0XP2XPxye-screenshot-2024-09-05-at-20-53-19.png) **Response Title:** You can enter a subject for your response, this will be used instead of the ticket subject. This is optional and not required. **Response Type:** If you're an Agent you get this option to either reply to the customer or leave a Private Note for your colleagues. **Response:** This is where you can write your response to the ticket. Provide as much detail as you can to help. **Save:** This submits the response. **Close:** This closes the ticket and marks it as resolved. # Assigned To Me Assigned to me section will show you all the tickets which are assigned to you in Ticaga. [![Screenshot 2024-09-06 at 19.54.29.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/CZ9I5OFeD4KMw4mh-screenshot-2024-09-06-at-19-54-29.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/CZ9I5OFeD4KMw4mh-screenshot-2024-09-06-at-19-54-29.png)