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Quick Actions

The Quick Actions feature in the ticketing system provides users with a convenient way to perform common ticket-related tasks efficiently. This feature enhances user experience by reducing the number of steps required for frequent actions.

Quick Actions Interface - Streamline common ticket operations

Available Quick Actions​

  1. Field Change – Allows users to modify ticket fields, such as priority, status, category, or any custom fields configured in the system.

  2. Notes – Enables users to add internal notes or comments for reference. These notes may be visible only to internal teams and do not notify external users.

  3. Add Actor – Provides the ability to add new participants (actors) to the ticket, such as watchers (To/CC), additional assignees, or other stakeholders.

  4. Assign – Quickly reassign tickets to different agents or teams based on expertise or workload.

  5. Merge – Combine duplicate tickets into a single ticket to avoid redundant work and ensure consistent resolution.

  6. Link – Connect related tickets to establish dependencies or relationships between issues.

  7. Bulk Actions – Apply the same action to multiple tickets simultaneously, saving time when managing similar issues.

Benefits of Quick Actions​

  • Efficiency: Reduce the number of clicks and navigation steps required to perform common tasks
  • Consistency: Standardize how routine actions are performed across the support team
  • Time-saving: Minimize the time spent on administrative tasks, allowing more focus on actual problem-solving
  • Improved Workflow: Streamline ticket management processes for better productivity
  • User Satisfaction: Provide a more responsive and agile support experience

Accessing Quick Actions​

Quick Actions can be accessed in several ways:

  1. Ticket View: From the individual ticket view, look for the Quick Actions menu or buttons
  2. List View: Select one or more tickets in the list view to access bulk Quick Actions
  3. Keyboard Shortcuts: Use predefined keyboard shortcuts for the most common actions (if configured)
  4. Context Menu: Right-click on a ticket to access a context menu with available Quick Actions