When you go to the bottom of the main page of the staff area, you will see a list of tickets submitted, in descending order of priority and time added. For each ticket you will see the ID number, user, status, owner, subject, time it was added, and whether it is awaiting a staff or user response (determined by whichever submitted a response last). To view a ticket's contents and respond to it, click the ID number.
In this page you will see all of the ticket's contents, including any staff and user responses. From here you can claim ownership of the ticket, delete the ticket, respond to it, and close the ticket. You can also update the priority, transfer the ticket to another department, directly assign the ticket to a staff member, add your own internal comments, and attach documents to the ticket.
When you respond to a ticket, you can enter your own text for the answer, or you can choose a pre-defined response or a knowledge base article to automatically fill in the contents.
If you click on the "Add Reminder" or "Optional Features" buttons at the bottom of the page, the blank spaces will the contain fields for those options. You can send the response to another user, enter the time spent, take ownership of the ticket, or add the response to the knowledgebase. To add a reminder, just enter the text of the reminder, set a date and time, and select whether you want the reminder to popup in a new window after that date.
