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Help Topic: Understanding the Ticket Timeline


This lesson explains the Ticket Timeline and how it used. 

The Ticket Timeline gives an overview of when the Ticket was created and responded to and also shows the Dialogue sent from both the Contact and the member of the Support Team dealing with it.  Below you can see the Question raised by the Client and the Initial Response Template which went out immediately after. 

The Timeline then shows the response once it has been allocated to a member of the Technical Team.

This Ticket will then be changed to a Status of Resolved, but if the Contact wishes to still comment, they can log onto the Portal and add further Dialogue, which in turn, will Open the Ticket again.