How to mark resolution for a ticket.
To mark a resolution for a ticket, please follow these steps:
Start by accessing the service desk's side menu and selecting "Tickets."
Find the ticket you want to use to communicate with the user and click on it to open it.
Add the relevant notes with time entries by clicking the "+" icon on centre of message box and click "notes and time" option and you can check then checkbox "Mark as resolution" on bottom ribbon of window and save the notes
Or add resolution as a normal messages on chat section
Hover over the relevant message and click on the "Mark as resolution" indicator that appears.
Then the indicator should show on top of that message as "Marked as resolution"
Congratulations, you have successfully marked the resolution.
How to filter chat according to Resolution
To filter chat according to resolution, follow these steps:
First, go to the service desk's module on side navigation bar and select "Tickets" section.
Click and open the ticket
On the chat window's top bar, you will see an icon for the visibility filter, located next to the ticket timeline icon.
Click on the visibility filter icon. You will see a list of options such as All conversations, Public, Private, Self, and Resolution.
Choose resolution, and the chat will be filtered accordingly.
By following these steps, you can filter the chat based on resolution and you can easily find out the resolutions of a ticket.
