Prismara DeskHow-to guide
Work a ticket queue
Queues group tickets by team. As an agent, you work through the queues you belong to.
Before you begin
Section titled “Before you begin”- You need the Agent or Desk administrator role in Prismara Desk.
- You must be a member of at least one queue. Ask your Desk administrator to add you.
Take a ticket
Section titled “Take a ticket”-
In Prismara Desk, select Queues and choose a queue, for example Service desk – first line.
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Sort by SLA due so the most urgent tickets are at the top.
Screenshot pendingA queue list sorted by SLA due, with SLA timers shown in green, amber and red -
Select a ticket, then select Assign to me. The status changes to In progress.
Assign to someone else
Section titled “Assign to someone else”-
Open the ticket.
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In the Details panel, select Assignee.
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Choose a person or a different queue.
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Optional: add an Internal note explaining why. Internal notes are not visible to the requester.
Screenshot pendingThe Details panel with the Assignee list open and an internal note being typed
Change the priority
Section titled “Change the priority”-
Open the ticket.
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In the Details panel, select Priority and choose P1 – Critical, P2 – High, P3 – Medium or P4 – Low.
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Add an internal note with the reason.
Resolve a ticket
Section titled “Resolve a ticket”-
Open the ticket.
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Select Resolve.
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Enter a Resolution that the requester can understand, and choose a Resolution code.
Screenshot pendingThe Resolve dialog with the resolution text and resolution code fields -
Select Resolve. The requester is emailed and can reopen the ticket if the problem continues.