{"id":9618,"date":"2026-08-29T19:00:55","date_gmt":"2026-08-29T19:00:55","guid":{"rendered":"https:\/\/wiki.telsip.com\/?post_type=manual_documentation&p=9618"},"modified":"2026-08-30T10:51:44","modified_gmt":"2026-08-30T10:51:44","slug":"all-tickets","status":"publish","type":"manual_documentation","link":"https:\/\/wiki.telsip.com\/ar\/documentation\/telsip-platform\/telsip-cloud-call-center\/call-center-v-3-x-x\/applications\/tickets\/all-tickets\/","title":{"rendered":"All Tickets"},"content":{"rendered":"

The Tickets<\/strong> section is used to create, manage, track, and review tickets within the Call Center system. It allows administrators and supervisors to organize requests, issues, tasks, or follow-up cases, assign tickets to agents, manage priorities and due dates, and maintain related activity from a centralized management interface.<\/p>\n\n\n\n

This section helps administrators and supervisors maintain structured workflows, monitor ticket progress, and ensure that each case is assigned, followed up, and completed efficiently.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Add Ticket<\/h2>\n\n\n\n

The Add Ticket<\/strong> section is used to create a new ticket.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Basic Information<\/h3>\n\n\n\n

Category<\/strong>: Specifies the main category assigned to the ticket.<\/p>\n\n\n\n

Subcategory<\/strong>: Specifies the related subcategory when available.<\/p>\n\n\n\n

Summary<\/strong>: Defines a short description of the ticket.<\/p>\n\n\n\n

Description<\/strong>: Defines detailed information related to the request, issue, task, or case.<\/p>\n\n\n\n

Contact Person<\/strong>: Specifies the contact associated with the ticket.<\/p>\n\n\n\n

Ticket Configuration<\/h3>\n\n\n\n

Priority<\/strong>: Specifies the priority level assigned to the ticket.<\/p>\n\n\n\n

Due On<\/strong>: Defines the expected due date for the ticket.<\/p>\n\n\n\n

Created At<\/strong>: Displays or defines the ticket creation date.<\/p>\n\n\n\n

Submitter Email<\/strong>: Defines the email address of the ticket submitter.<\/p>\n\n\n\n

Case Owner<\/strong>: Specifies the user responsible for managing the ticket.<\/p>\n\n\n\n

Pop-up Users<\/strong>: Specifies users who should receive the configured ticket pop-up behavior.<\/p>\n\n\n\n

Additional Details<\/h3>\n\n\n\n

Attach File<\/strong>: Adds supporting files to the ticket.<\/p>\n\n\n\n

Add Custom Reminder Settings<\/strong>: Enables additional reminder configuration for the ticket.<\/p>\n\n\n\n

View Ticket<\/h2>\n\n\n\n

The View Ticket<\/strong> section is used to view a ticket details.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Follow Up<\/h3>\n\n\n\n

The Follow Up<\/strong> section displays the history of ticket updates and status changes.<\/p>\n\n\n\n

Each follow-up entry can include the user, date, update details, and resulting ticket status.<\/p>\n\n\n\n

Reply to Ticket<\/h3>\n\n\n\n

The reply area allows users to add a new update to the ticket.<\/p>\n\n\n\n

Comment<\/strong>: Defines the update or reply added to the ticket.<\/p>\n\n\n\n

New Status<\/strong>: Specifies the ticket status that should be applied with the reply.<\/p>\n\n\n\n

Update Is Public<\/strong>: Controls whether the update is visible as a public ticket update.<\/p>\n\n\n\n

Attachments<\/strong>: Adds files to the reply.<\/p>\n\n\n\n

Send Reply<\/strong>: Stores and sends the ticket update.<\/p>\n\n\n\n

Dependency Tickets<\/h3>\n\n\n\n

The Dependency Tickets<\/strong> section is used to link tickets that must be resolved before the current ticket can be completed.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Dependency<\/strong>: Specifies the ticket that the current ticket depends on.<\/p>\n\n\n\n

Status<\/strong>: Displays the current status of the dependency ticket.<\/p>\n\n\n\n

View<\/strong>: Opens the linked dependency ticket.<\/p>\n\n\n\n

A dependency can be used when one ticket cannot be resolved until another related ticket is completed.<\/p>\n\n\n\n

Ticket CCs<\/h3>\n\n\n\n

The Ticket CCs<\/strong> section is used to provide additional users or email recipients with access to ticket information.<\/p>\n\n\n\n

users can add CCs either by selecting a system user or by specifying an email address.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

User \/ Email<\/strong>: Specifies the user or email address added to the ticket.<\/p>\n\n\n\n

Can View<\/strong>: Controls whether the selected CC can view the ticket.<\/p>\n\n\n\n

Can Update<\/strong>: Controls whether the selected CC can update the ticket.<\/p>\n\n\n\n

Add Ticket CC<\/strong>: Adds the selected user or email address with the configured permissions.<\/p>\n\n\n\n

Delete<\/strong>: Removes the CC from the ticket.<\/p>\n\n\n\n

Quick Actions<\/h3>\n\n\n\n

Go to All Tickets<\/strong>: Returns to the complete ticket list.<\/p>\n\n\n\n

Add Ticket<\/strong>: Creates a new ticket.<\/p>","protected":false},"excerpt":{"rendered":"

The Tickets section is used to create, manage, track, and review tickets within the Call Center system. It allows administrators and supervisors to organize requests, issues, tasks, or follow-up cases, assign tickets to agents, manage priorities and due dates, and maintain related activity from a centralized management interface. This section helps administrators and supervisors maintain […]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":9614,"menu_order":0,"template":"","manualdocumentationcategory":[45],"manual_doc_tag":[],"class_list":["post-9618","manual_documentation","type-manual_documentation","status-publish","hentry","manualdocumentationcategory-telsip"],"_links":{"self":[{"href":"https:\/\/wiki.telsip.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/9618","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.telsip.com\/ar\/wp-json\/wp\/v2\/manual_documentation"}],"about":[{"href":"https:\/\/wiki.telsip.com\/ar\/wp-json\/wp\/v2\/types\/manual_documentation"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.telsip.com\/ar\/wp-json\/wp\/v2\/users\/3"}],"version-history":[{"count":2,"href":"https:\/\/wiki.telsip.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/9618\/revisions"}],"predecessor-version":[{"id":9628,"href":"https:\/\/wiki.telsip.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/9618\/revisions\/9628"}],"up":[{"embeddable":true,"href":"https:\/\/wiki.telsip.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/9614"}],"wp:attachment":[{"href":"https:\/\/wiki.telsip.com\/ar\/wp-json\/wp\/v2\/media?parent=9618"}],"wp:term":[{"taxonomy":"manualdocumentationcategory","embeddable":true,"href":"https:\/\/wiki.telsip.com\/ar\/wp-json\/wp\/v2\/manualdocumentationcategory?post=9618"},{"taxonomy":"manual_doc_tag","embeddable":true,"href":"https:\/\/wiki.telsip.com\/ar\/wp-json\/wp\/v2\/manual_doc_tag?post=9618"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}