Sometimes, you may want to change a ticket’s status, re-categorize it, assign it to someone else, or generally update its properties – all while working on it. The Properties option lets you modify and update any fields associated with a ticket.
Steps to setting ticket properties:
- Click on any ticket from the Ticket Tab.
- Go to Ticket Details > Properties.
- Update the properties from the lists like Type, Status, Priority, Groups, Agents. When you change the Group the corresponding agent list will be update into Agents property. If you change the agent from the properties then that ticket will be assign to the selected user.
- Once done, Click on Update button.