Handle tickets

This page is for Service Desk agents: members of the Service Desk agents and Service Desk administrators groups (and the Portail ZAPP administrators). An agent sees every ticket, whoever the requester; they can create, edit and assign tickets, change their status and write internal notes. The requester's journey is described on the "Create and follow a request" page.

Find tickets

The Tickets menu entry opens the ticket grid. Three layouts are available, and you switch between them with the buttons at the top of the page.

The grid

The grid shows tickets with the columns of your choice. Double-click a row to open the ticket.

Views: choose a saved view; "None (default columns)" returns to the original layout.
Columns: the "Columns" icon in the grid toolbar lets you show, hide and reorder columns, including custom fields and indicators such as "SLA late" or "Awaiting requester".
Configure opens the Grid configuration in two sections: Name & sharing (view name, groups to share it with, Set as my default view) and Advanced filter (conditions combined with AND / OR). A single Save button saves everything; Save as new creates a copy without touching the original view. A shared view can only be changed by its owner. To filter by organization, pick the Organization field (the ticket's end client) or Submitter organization (the partner who forwarded it); "is empty" finds tickets without an organization. Type a few letters to filter the list of values.
Bulk edit: tick several tickets, then click Bulk edit. Check only the fields you want to change; the others stay as they are. You can also add the same comment to every ticket. Each ticket is handled separately: a refused ticket (forbidden status transition, merged ticket) does not stop the others, and a report details the result.

The classic list

The Classic list offers simple filters: Number or title…, All tickets / Open / Resolved and closed, status, priority, category, creation period (Created from … to …), channel, group, tag, Assigned to me, I'm taking part. The requesters' Support portal uses the same search and filter bar. Click Filter to apply them and Clear to reset everything. Save this view stores the filters and sort order under a name, for you alone or shared with groups. During a search, results are ranked by relevance and sorting is disabled. The Columns button chooses the columns shown and their order (category, organization, channel, update or resolution date, SLA due date…); No. and Title are always shown. This choice is stored with your account; a saved view also keeps its columns and applies them when opened, without changing your personal choice. Columns reserved for agents (assignee, tags, organization, support mode) are not offered to requesters. Clicking a column header sorts the list (an arrow shows the column and the direction, a second click reverses it); every column can be sorted except Requester, Assigned, Organization and Tags. Status, priority and category follow the order of the reference data; tickets without a value stay at the end of the list.

On the dashboard, each non-zero number of the Overview by organization widget (Open tickets, SLA at risk, indicator columns) opens this list on exactly those tickets: the organization (or No organization), Open only and SLA at risk are shown above the filters, each with a cross to remove it. They combine with the other filters, follow paging and sorting, and are stored by Save this view. The organization filter is reserved for agents.

Tasks and approvals in the list. If you also handle catalog requests, your pending tasks and approvals appear in the classic list together with your tickets, without going through My work. A Task or Approval badge marks them; the row shows the request number, the requester, Pending and the due date (SLA and SLA due date columns, in red once overdue). The All items / Tickets / Task / Approval filter isolates them; Save this view remembers it. A ticket-only filter (status, priority, category, group, tag, channel…) shows tickets only; search, period, Open and Assigned to me apply to both. Sorted by date, the list places each item at its opening date. A click opens the processing screen; its back arrow and the end of processing bring you back to the list. You only see what My work would show you; the per-status counters count tickets only.

The team board

The Team board shows one column per status and one card per ticket (number, title, assigned agent or group, priority, SLA alert). It shows open tickets and those closed less than seven days ago, 300 cards at most. Filter by group, priority, category or My tickets.

Drag a card to another column to change its status: only the columns allowed from the current status are highlighted. A status that requires input (a resolution, a schedule) opens the ticket page with that status already selected. The board refreshes when a colleague changes a ticket it shows.

Create a ticket

Click New ticket and fill in:

Title and Description (formatting, pasted images);
Requester and, if it is not the same person, Affected user (if different);
Category, Type, Impact and Urgency. The Priority is calculated from the impact and urgency and shown straight away;
External reference, if the ticket matches a case elsewhere;
Estimated effort, in hours and minutes (empty: no estimate). It shows in the Estimated effort column of the lists, next to the Time spent column (total of the time logged). The requester only sees it if the Portal form tab allows it.

The chosen category may automatically assign the ticket to the group in charge of it. While you type, the Suggested KB articles area offers knowledge base articles close to the problem.

From an existing ticket, Create a linked ticket opens a pre-filled form; the new ticket is attached as a child.

The ticket page

The ticket page brings together the ticket's information, its deadlines and every exchange. The Edit pencil opens the edit form, where you can also tick Priority forced manually so that the priority is no longer recalculated.

When another agent is viewing or editing the same ticket, a banner says so ("Also viewed by:", "Currently being edited by:"), so that two people do not work on the same ticket.

SLA deadlines

The SLA card shows the Response due and Resolution due deadlines, with a dot: green when on time, orange once the warning threshold is passed, red when the deadline is missed, grey when the clock is paused. The response counts from the first public comment by an agent. Some statuses, such as Waiting, pause the deadlines; time spent paused is not counted.

The Internal and supplier commitments card shows the assigned group's internal commitment (OLA) and, when the Contract management module is installed, lets you Transmit to supplier: the supplier's case reference and an optional agreed deadline. Supplier has responded ends the wait.

Assign and change status

Assignment: choose a Group and, if needed, an Agent (or Me), then click Assign. If the chosen person is absent and has named a deputy, the ticket goes to the deputy, marked By delegation.
Change status: the list only offers the statuses allowed from the current one. To resolve, enter the Resolution text (required) and, if needed, a resolution code, then click Apply. The requester is notified and can confirm or reopen.
Schedule: for work planned at a given date, enter the Start, the End and the scheduling status. Resume now ends the schedule, Cancel schedule cancels it. Tick Send a calendar invitation to the assignee (and, if needed, Also invite the requester) to send the appointment by email: the assignee, or failing that the members of the assigned group, receive it as an attachment. Rescheduling with the box ticked updates the appointment; cancelling, or resuming before the end of the slot, removes it from calendars. With a calendar connector configured, Create the event in the assignee's calendar writes it directly into their Outlook or Google calendar (see "Connect a calendar").

If someone has delegated their authority to you, Act as lets you handle the ticket on their behalf.

Comments and internal notes

Type in Write a comment…, then click Post. Tick Internal comment (agents only) for a note the requester will never see. You can edit or delete a comment; a deletion remains traced in the history.

Macros: — Choose a macro —, then Apply. The macro changes the planned fields and prepares a comment; nothing is posted until you have reviewed it and clicked Post.
Insert an article: search for a knowledge base article and click Insert: its content is added to the comment, with a link to the article.
Mentions: in an internal note, type @ followed by a colleague's email address (for example @marie.durand@example.com) to bring them in as a contributor; they are notified.

Attachments, time spent, tags

Attachments: Choose a file, then Upload (50 MB at most). Tick Internal (agents only) to keep it hidden from the requester.
Time spent: the tab shows the ticket's Total time. Enter the Duration (minutes), the Date and an optional comment, then click Add. You only log time for yourself.
Tags: + tag adds a free tag, useful for filtering the list.

The Activity and History tabs trace everything that happened on the ticket.

Links, parent and merge

Linked assets: when the CMDB module is installed, choose an Asset type and an Asset, then Link. A KB article can also be linked to the ticket.
Parent ticket / children: Set parent attaches the ticket to another one; the parent's page lists its Child tickets.
Merge this ticket (duplicate): choose the ticket to merge into, then Merge. The merged ticket becomes read-only and its page points to the ticket that is kept.

The Other tickets from this requester card lists their recent requests.

Approvals

Request approval blocks the move to a Target status until the chosen Approvers have answered. Each approver sees Approve and Reject on the ticket page, with a Comment (required). The request is approved when all of them have approved; a single rejection is enough to reject it. An approver does not need to be an agent: they open the ticket page from the notification, read-only and without internal notes, and decide there. They also find it through search while the request is pending or if they answered it themselves; a request rejected by another approver before they answered no longer opens the page for them. If the approver delegated their authority over the Service Desk to you, you see the request on the ticket page marked On behalf of followed by their name, and you decide for them, as long as their answer is still awaited: once they have decided, or the request is closed, this delegation no longer opens the ticket page for you.

Participants

The Participants card lets you ask a colleague for help without transferring the ticket: a Contributor reads and writes internal notes, an Observer follows the ticket and receives notifications without changing anything. The assigned agent remains the requester's only contact.

Guest access

The Guest access card gives someone without an account a link to the ticket: enter the Guest's email, choose the Email language, leave Email the link to the guest ticked, then click Generate. The link is shown only once: copy it if you need to pass it on another way. The guest sees the public exchanges and can reply; Revoke cuts access immediately.

Send an email

The Send email button opens a free-form writing screen:

Recipients in To, Cc or Bcc: the people on the ticket (requester, affected user, submitter, assignee), users, groups or typed addresses. At least one To recipient is required;
Correspondence template and Language: the template pre-fills the Subject and the Message, which you can still change;
the ticket's Attachments to add to the email.

Sending leaves a trace in the ticket's comments; tick Internal trace only (not visible to the requester) to keep it internal.

The customer as seen by the CRM

If the CRM is installed and you have a role in it, the Customer panel of the right-hand column shows the account of the ticket's organization: account owner, contact record of the requester, customer health, open opportunities and support contract balance. The Create an opportunity button hands a customer need over to the sales team: the CRM creation screen opens pre-filled and the opportunity joins the ticket links. You only see what your CRM rights open to you; details are in the CRM documentation, page "The CRM on the ticket page".

AI features

When AI is configured in Portail ZAPP, buttons marked with a stars icon help the agent. No suggestion is applied without your consent:

AI summary (card on the ticket page): Summarize with AI produces a summary of the ticket and its exchanges, internal notes included. It is shown to agents only.
Suggest a reply (AI) prepares a reply to the requester from the knowledge base and similar tickets already resolved. It lands in the editor; review it before clicking Post.
Rephrase (AI), next to the title, the description and comments, offers a clearer version of the text you typed, without changing its meaning. Apply replaces the text, Cancel keeps it.
Suggest (AI), next to the category on the creation form, proposes the most likely category from the title.
KB article suggestion, on a resolved ticket: choose the Knowledge base, then Suggest a KB article (AI) drafts an article (title and content) in that base's language. Create the article opens the pre-filled article creation form; you still choose the category and save.
Suggested KB articles offers articles close to the ticket, while typing and on the page of an unresolved ticket.

When AI is disabled, these buttons do not appear and no article is suggested: the Suggested KB articles area is not shown in the form, and the card of the same name on the ticket page shows “No relevant article found.”. Everything else in the Service Desk works normally. On a resolved ticket, the KB article suggestion card then offers Prepare an article draft: the draft is pre-filled with the ticket title and the resolution text, for you to complete.