a. New

The 'New' status is the default status when a ticket comes into the system. It signifies that it is 'New' and generally means no action has been taken upon it yet.

b. Responded

The 'Responded' status is the default status when a reply is sent to the requester. If no other status is set during a reply, a ticket will be marked as 'responded'

c. In Progress

In Progress can be used in a few different ways, depending on the nature of your company. If perhaps a ticket is being worked on but is awaiting a reply from the requester, then you can mark a ticket as 'in progress'.

d. Info Needed

Generally a ticket can be set to 'Info Needed' when a ticket is missing information or perhaps when you are awaiting a response from a requester for information regarding the ticket.

e. Acceptance

Geared more towards sales or accounting purposes, 'Acceptance' means that a ticket is in the stage of being accepted whether for a sale or purchase.

f. On Hold

Geared more towards sales or accounting purposes, 'On Hold' could mean that a ticket is suspended for non-payment or can not be completed to a later time.

f. Escalated

When a ticket is marked as 'Escalated', it means that the ticket has gone beyond the basic means of support and needs higher priority. Usually combined with setting a ticket as 'High' priority.

g. Fixed

When set to a 'Fixed' status, a problem in the ticket is most likely solved, but the ticket is not to a stage where it can be marked as 'Resolved' quite yet.

h. Reopened

When a ticket is marked as resolved and a requester responds, the default status that the ticket will be set to will be 'Reopened'. This just means that the ticket has been reopened by the requester.

i. Resolved

When a ticket is set to a 'Resolved' status, it means that a resolution has been found to the ticket and it no longer needs anymore work done to it.

j. Dead

Generally reserved for clearing tickets or for spam e-mails, marking a ticket as 'Dead' will set the ticket to be able to be removed from the system completely by 'purging' it. The time set for purging dead tickets can be found in the Configuration area.

2. Why do the colors of a status change from red to black or black to red?

The colors reflect who wrote last to a ticket. Black means that the last person to reply/comment on a ticket was staff and Red means that the requester replied.

3. What does batching a ticket do? Merging? Cloning?

When you batch a ticket, you mark the ticket so that you can do a mass reply or comment to those tickets. It saves you time if you have more than one ticket which requires the same answer or comment.

When you merge a ticket, you combine two tickets into one. Useful for when someone sends in multiple tickets or tickets have similar information to them. Merging a ticket will keep the ticket ID of the first ticket that came into the system.

When you clone a ticket, you create an exact duplicate of a ticket and the cloned ticket receives a new ticket ID.

4. How do I search for a specific ticket?

Once logged into the help desk, you can find the Quick Ticket Search section at the bottom of you InBoxHQ dashboard. This section allows you to search for tickets by Queue, Status, content contained within the Requester, Subject or body of the ticket, Owner or Company. You may also search using multiple search items. For example, you can search for a specific ticket in the Billing queue that has a status of Resolved

The Advanced Search Mode allows you to narrow you search based on the date the message was created to the latest message.

3. How do I take ownership of a ticket?

From the main screen:

Select the ticket that you want to take ownership of, select the appropriate agent from the Change Owner drop down menu and then select Commit.

After assigning the ticket, it will appear in the list of tickets assigned to that agent.

From the Ticket View:

Under Ticket Properties at a Glance, simply select the appropriate agent from the drop down menu under Owner and Update Ticket.

4. How do I change my password?

On the login screen, there is an area that you may request your password should you forget it. The first step is to enter your email address that is set to your account. The system will then email you a verification code. You then enter this code in step 2 and your password will be sent to you via email. It is important to enter the proper email addresses assigned to you so that you can receive the "E-mail reset verification code".

9. How do enable the advanced options InBoxHQ?

In the most recent release of InBoxHQ Helpdesk, there are 11 different status types. These include: New, Responded, In Progress, Info Needed, Acceptance, On Hold, Escalated, Fixed, Reopened, Resolved, and Dead.

10. How do retrieve my lost password?