# Ticket lifecycle

Each user can land on the platform in two ways:  

1. Thanks to the dedicated button on the **Teams** application bar 
2. By landing on the dedicated **website**  

Users can see, in the main page, two different buttons: 

<figure><img src="https://2718234637-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FriXlnuemuParrCf7Uotu%2Fuploads%2FDIB5j7bObXlQ15Jr4VKR%2FTS-Manuale13.png?alt=media&#x26;token=86287b07-8899-4ba1-b8d8-1280d4f0d0c8" alt=""><figcaption></figcaption></figure>

1. New ticket &#x20;
2. Manage tickets: by clicking here, each user will see their tickets only&#x20;

## Opening a ticket

When users open a ticket, they’ll be asked to fill in the following information: &#x20;

* **Area**: the first level of classification of the ticket&#x20;
* **Topic**: the second level of classification of the ticket&#x20;
* **Priority**: Low, Medium, High&#x20;
* **Custom properties**: Based on what you've previously set up. These properties can be added, removed and customized ad you’d rather &#x20;

{% hint style="info" %}
[**Click here**](https://docs.intranet.ai/ticketing-system-via-teams/features/platform-settings#custom-properties) to read more about Custom Properties.
{% endhint %}

* **Subject**: the title of the ticket &#x20;
* **Description**: the explanation of the issue &#x20;
* **Attachments**&#x20;

Once the users are done with filling in, they must click on **Save**. Also, the “Cancel” button is available, for the users to completely discard the ticket and come back to the Manage Ticket area. &#x20;

{% hint style="info" %}
Once a user opens a ticket, a notification system starts. If you want to read more about it, [**click here**](https://docs.intranet.ai/ticketing-system-via-teams/features/notification-system).&#x20;
{% endhint %}

## Manage tickets&#x20;

Once the ticket is open, agents and managers inside the corresponding group will receive an email.

{% hint style="info" %}
The Groups are associated with the Topics. [**Click here**](https://docs.intranet.ai/ticketing-system-via-teams/features/platform-settings#topics) to discover how to set the Topics and the corresponding Groups.
{% endhint %}

In the email, the agent will have an overview of the issue and can click on the links to open the ticket directly via Teams or browser.

<figure><img src="https://2718234637-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FriXlnuemuParrCf7Uotu%2Fuploads%2FhlGRjrAcVnP18qhmMBER%2FTS-Manual-29.png?alt=media&#x26;token=48e98ffb-889d-49e1-a7dd-0a613b65115b" alt=""><figcaption></figcaption></figure>

The agents can click the link they’d rather (browser or Teams) and land on the corresponding ticket.

<figure><img src="https://2718234637-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FriXlnuemuParrCf7Uotu%2Fuploads%2FrNg0foCvmNSYirq43L8M%2FTS-Manual-30.png?alt=media&#x26;token=6914644c-c250-4631-a92f-9580d8c97825" alt=""><figcaption></figcaption></figure>

Thanks to this dashboard, the agent can proceed in managing the ticket:

* Check the support request (they can also move the ticket to another area or topic if needed)&#x20;
* Assign the topic to themselves or another agent &#x20;
* Check other parameters that have been set ([**click here**](https://docs.intranet.ai/ticketing-system-via-teams/features/platform-settings#custom-properties) to read more about the Custom Properties)&#x20;
* Proceed in analyzing the ticket and answer the user, this is possible thanks to: &#x20;
  * The possibility to write a message for any further questions &#x20;
  * The possibility to use quick replies, if previously set ([**click here**](https://docs.intranet.ai/ticketing-system-via-teams/features/navigation-bar#quick-replies-browse-the-faq) to see how to do so) &#x20;
  * The possibility to arrange a meeting, if this is needed to solve the issue in a quicker way
* Change the ticket status: &#x20;
  * Canceled
  * Solved
  * Open
  * Pending &#x20;
  * In progress&#x20;

{% hint style="success" %}
For any of these steps, a system of notification is ready to align all the parties involved in the support request. [**Click here**](https://docs.intranet.ai/ticketing-system-via-teams/features/notification-system) to read more about the notifications system.
{% endhint %}