How to manage ticketing features on Proprli's platform

Proprli’s platform provides several tools for effectively managing and communicating about tickets. Here’s a step-by-step guide to using the Details, Chat, Notes, and Activity features.

Step 1: Navigate to the Tickets dashboard. This section displays a list of all tickets, including their status, priority, and other key details.

Step 2: Click on a ticket from the list to open its detailed view. This page provides all the information about the ticket, including location, description, and status.

Step 3: To access and use the chat feature, go to the "Chat" tab on the right-hand side. Here, you can communicate directly with the interested parties. When a new message is sent, the recipient will receive an email notification. You also have the option to mention a colleague by typing “@” followed by their name (e.g. @Richie).

Mark a message as read

Step 1: Open a ticket with unread chat messages. Unread messages are visually highlighted.

Step 2: Click the “Mark as read” icon next to the message to mark it as read.

Note: Depending on your notification settings, opening a ticket no longer automatically marks all chat messages as read. Learn more about this here. 

Step 4: You can add or edit notes by clicking on the "Notes" tab. This feature is useful for keeping internal communication and documentation up to date. To add a new note, click on "Add note" or "New," enter the information, and attach any relevant files or images. To edit an existing note, click on the edit button below the note, and don't forget to save your changes. You can also delete the note by clicking on "Delete."

The notes will be available for you and your internal team only.

Step 5: To view a chronological log of all actions taken on the ticket, access the tab "Activity." This includes status changes, edits, and communications, giving you a comprehensive overview of the ticket's history. This tab is useful for tracking progress and ensuring accountability by showing who made changes and when.

If you have any questions, please contact our Support team.

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