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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 Conta...

Sending dialogue back to the contact

This lesson explains how to send Dialogue back to a Contact in the Ticket Timeline. When you are in a Ticket and wish to respond to the Contact, you will first need to locate the 'Timeline'. In th...

Sending an Internal Message to someone

This lesson explains how to send an Internal Message to someone within your team from the Ticket Timeline, if you need assistance with a Ticket. When you are in a Ticket and wish to send an Intern...

Creating a Task

This lesson explains how to Create a Task in the Ticket Timeline. When you are in a Ticket and wish to Create a Task for yourself or a Colleague, you will first need to locate the 'Timeline'. In t...

Logging a Note on the Timeline

This lesson explains how to log a Note on the Timeline. When you are in a Ticket and wish to Log a Note for yourself or a Colleague, you will first need to locate the 'Timeline'. In the below exam...

Sending a Standard Response Email

This lesson explains how to send a Standard Response Email. When you are in a Ticket and wish to send a Standard Response Email, you will first need to locate the 'Timeline'. In the below example ...

Checking for a resolution in the Solution Center

This lesson explains how to check for a Resolution for your Ticket in the Solution Center. When a Ticket is raised, you can run a search on previously resolved Tickets which may have the answer you...

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