CA Service Desk Manager - Logging Comments in Tickets
This training was designed for customer service analysts and will describe the functions required to perform the role of an analyst working with the Service Desk product to log comments.
|Service Desk Interface||Creating Tickets||Viewing Tickets||Updating Tickets||Logging Comments||Transferring Tickets||Closing Tickets||Reopening Tickets||Ticket Escalations||Manual Notification||Searching Tickets|
Tip: If you would like to keep the call back entered private from non-analysts, select the Internal checkbox. This will now show a sunglasses icon in the Activities tab to denote the callback is private.4. Click Save to save your changes and return to the ticket.
Tip: Callbacks scheduled for a future time will show up in your scoreboard and are visible to you and your group(s).