209 Views How do I edit Tickets?
Agents have a choice to edit tickets. Once a ticket is submitted, it can be tracked and updated with more details.
To edit tickets, you just go to ticket list, search for the ticket and click on Show button on right.
When the ticket opens up, look for the button Actions and click it to open a drop down menu.
Click on Edit from the Actions
Update the ticket fields and ticket content as required.
You can add a CC, edit ticket subject, update status and categories etc. Using the rich text editor you can edit the ticket content and format.
Note : Submitted tickets can be edited by customers if permissions are set to edit their own.