The most common ticket actions are accomplished via the Update window. This includes: 

• Logging activity or actions that have been taken
• Updating or asking for more information from the customer
• Indicating the ticket is pending customer or vendor action
• Resolving the ticket

Update a Ticket

1. When you have a ticket open, select Actions, then Update.
2. Under Comments, add the activity or information you want to record.
3. Click Save.

Contact the Customer

1. When you have a ticket open, select Actions, then Update.
2. Under Comments, enter the the text you want the customer to receive.
3. Click into the Notify field.
4. From the list that appears, select the customer (they may be indicated by Requestor) and anyone else you would like to receive the email.
5. If you want to reach someone not in the list, enter their email address under Notify Other People.
6. Click Save.

Add Attachments

To add attachments to either an update or a customer contact:

1. Under Attachment(s), select the Lookup function, indicated by the magnifying glass icon.
2. Click Browse.
3. Select a file, then click Upload. Repeat for any additional attachments.
4. When you're finished uploading, click Insert Checked.
5. Click Save when you're done making the update.