ATG Ticketing Guide for Business Users
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Contents
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Introduction
Audience
Documentation Conventions
Related Documentation
Browser and Environment Requirements
ATG Ticketing Overview
About ATG Ticketing
ATG Ticketing Features
Requirements
Key Terms and Concepts
ATG Ticketing Layout
ATG Service Center
Global Context Area
Ticketing Side Panels
Next Steps Panel
Helper Panels
Tickets Tab
Ticket Search
Ticket Details
Customers Tab
Customer Search
Customer Management
Tasks Tab
My Tickets
All Tickets
Contribute Tab
Research Tab
Respond Tab
Working with the Global Context Area
Active Tickets
Viewing Active Tickets
Adding a Ticket Note
Adding a Call Activity Note
Customer
Viewing Customer Profile information
Global Context Area – Viewing Customer Profile Details
Working with Tickets
Searching for Tickets
Ticket Quick Search
Ticket Advanced Search
Creating a New Ticket
Modifying (Work on) a Ticket
Associating a Ticket
Closing a Ticket as a Duplicate
Working with Multiple Tickets/Windows
Working with Customers
Searching for Customers
Creating a New Customer
Linking a Customer to a Ticket
Changing a Customer Password
Working with Next Steps
Closing a Ticket
Deferring a Ticket
Escalating a Ticket
Printing a Ticket
Reassigning a Ticket
Releasing a Ticket
Reopening a Ticket
Sending a Ticket to a Group
Working with Ticket Tasks
Working with My Tickets
Working with All Tickets
ATG Ticketing and ATG Self Service
About ATG Self Service
Creating a Ticket (by Customer)
Viewing a Ticket (by Customer)
Closing a Ticket (by Customer)
Index
