Learning how to use Rezolve Ticketing 2.0 UI

In this guide, we will get a step by step guide on all of the below topics. We recommend that you use the table of content to jump directly to what you need help with.

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About ticketing 2.0 UI and its current status          Page 4

Accessing Ticketing 2.0 UI            Page4

Inbox Layout (Left Side Panel)    

• Quick View Options         Page4

Using Filters      

• Creating a Filter Page 6
• Saving a Filter     Page8
• Running a Saved Filter    Page9
• Edit a Saved Filter            Page10
• Delete a Saved Filter       Page11‍

Using Sort Option            

• To sort by a specific ticketing field             Page 12

To Reset the View to Default        Page12

Understanding the meaning of the inbox items    Page 13

Search for a Specific ticket            Page13

Viewing an existing Ticket and Removing tickets from viewing PANE (Middle Panel)               Page 15

Get Direct Ticket URL/link             Page16

Create a NEW TICKET      Page17

Adding a watcher to a ticket        Page19

Creating a Requester or Watcher Manually          

• Create a Requester          Page20
• Create a Watcher             Page20

Updating a ticket              

• Updating Subject, Description, Domain, Category, Subcategory, Priority, Queue, Assigned To, or Requested for Fields   Page 21
• Add or Remove a Watcher            Page21
• Adding an Attachment    Page22
• Remove an Attachment  Page22
• Changing Status of a Ticket          Page22
• Adding a Note    Page 23
• Quick Notes        Page25
• Creating a Quick Note for Team Usage     Page 25
• Edit a Quick Note             Page27
• Delete a Quick Note        Page28
• Using a Quick Note in a Ticket     Page 29
• Tagging Someone in a Note          Page30

Including Ticket History in Notification Email        Page 31

Linking Tickets (Parent/Child ticket concept)              Page 32

Audit Trail (Ticket History)          

• About History tab            Page33
• Reading the History tab  Page33
• More on Details of Change           Page33

Viewing Chat Transcript in a ticket            

• Bot Chat Transcript (Interactions with the Bot)     Page 35
• Live Agent Chat Transcript (Interaction with Live Agent)    Page 35

Printing a Ticket Page 36

Transferring a Ticket        Page37

Understanding tickets created via email (Monitored Mailboxes)    

• Ticket maintaining the Email’s HTML format          Page 38
• What happens with email replies?            Page 38

Right Side Panel Page 39

Ability to calculate an agent's time spent on a ticket          Page 40

Customizing Inbox Layout            

• Collapsible side panels    Page40
• Resize Left Panel               Page40

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