There are 2 ways to highlight specific tickets so that you can access them quickly - you can Mark as important or Favourite a ticket.
This help file will show you how you can easily bookmark tickets in your eDesk account using those options.
Before you start
- You’ll need to have a Basic eDesk role or above. If you have a Read-only role, you can request an Admin for an upgrade.
01 The difference between marking a ticket Important and Favouriting a ticket
When you mark a ticket as Important, the ticket will be marked important company-wide for all eDesk users.
When you Favourite a ticket, only the user who has favorited the ticket will see it marked as such.
02 How to Mark a ticket as important/unimportant
You can mark a ticket as important from within the ticket itself. Simply click into the ticket, click on the ellipsis and choose Mark as important. This will add an Important tag to the ticket.
If you want to remove the Important tag, click on the ellipsis again and choose mark as not important.
03 Where to find Important tickets
In the Mailbox view, click on the Customise table layout option, then click on Add a new column and choose Priority from there.
The Priority column will highlight those tickets that you marked important with a red warning icon.
You could also set up a Pinned filter and pin all tickets with the Important tag and in the To do status to the sidebar. To read more about Pinned filters, click here.
04 How to Favourite/Unfavourite a ticket
You can favourite a ticket from within the ticket itself. Simply click into the ticket, click on the ellipsis and choose Favourite. This will add a Favourite tag to the ticket in your Mailbox. (This favourite tag will not be searchable or visible by others as it is only a reference for you).
If you want to remove the Favourite tag, click on the ellipsis again and choose Unfavourite.
05 Where to find Favourite tickets
In the Mailbox, click on More in the ticket status section, then click on Favourites. You will be brought to all the tickets when you have favorited. Note: Both To do and Resolved tickets that you have favourited will be shown here.
Note: As Favourites are user-based, each user may have different tickets in their Favourites section.
Further Reading
To find out more about using Templates to save time, click here.Interested in learning how to create Tag Groups in eDesk, click here.
To find out how to create a Pinned filter, click here.
