Collection
Tickets
The ticket lifecycle: statuses, priorities, assignment, teams, fields and time.
Articles
3 in total- Ticket statuses and prioritiesThe six statuses you can set, the transitions Auralis allows between them, and how priority drives your service-level targets.
- Assignment, teams and automatic routingAssigning to a person or a team, the three assignment strategies, who counts as eligible, and how to unassign.
- Ticket fields, time tracking and to-dosBuilt-in and custom fields, tags, logging billable time, checklists, and merging, splitting and snoozing tickets.