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in this tutorial we're going to have a look at the ticket interface we have a new ticket created here but we can go and click the Add button here and add a new ticket we can close this tab alright first of all this section here that looks empty now this is the customer context to better show you what type of information this section could contain let's go to an already created ticket there you go as you can see this section here holds a number of customer information that you normally don't see at the glance on a ticket and it also contains a number of interactions which are represented by the ticket that the customer sent prior to this one so it's sort of like a map of the customer requests and that's very useful to have you can also collapse this section and this one too you'll find more details about the specific feature in the description don't worry about it so let's go back to our empty ticket and we can close this one so move into the other section we have the basic customer information so that's something that you will find pretty much in every ticket and that would be likely the first thing you see on a ticket let's talk about the customer information now so let's start with the requester field the requester field is essentially a field that contains the person you want to send the ticket to so we can put the name of a customer here for example or an email address that is the customer that will receive my ticket the a singie instead is the person that is working on the ticket it could be the person that is currently working on a ticket or it could be a co-worker or another agent if you're currently working on a ticket it makes sense to click the option to take it and that will take the ticket for yourself you can also copy in users ad just like you would do with a normal email you also have forms available and don't worry about forms we will leave a link in the description to learn more about them but just for a general overview forms will allow you to enable some fields that you can use to categorize your ticket or track more information at the moment I am displaying the default ticket form but for example if we choose the sales info you will see that the number of fields has changed and so just keep this in mind and we go back to the default ticket form so in this part of the screen we also have additional tabs available so this is the customer tab if you click on here you can edit the end-user profile you see that the screen has completely changed you can think about these tabs are shortcuts then you have the organization tab and if you click on it you can take a look at the details of the organizations the users belong to let's go back to the main ticket interface let's talk about this central part of the screen where we have the subject field here is where you will type the subject of your ticket and then you have the description and that would be the description of the ticket it's pretty self-explanatory just like an email that would be your introductory message if we take a look at the bottom of the description you see another section here and in this section you can basically format the ticket would be the text that you insert in the description or in other comments you can format it and then you have the ability to add attachments and you can also install custom applications through this button here that will open up the marketplace if we move now to the right side of the screen there is a button here if we click on it opens up a side bar and this bar here now you can see it because we don't have any app installed but you can click on the Browse button here that will bring you to the marketplace similarly to this buttons and you can install custom applications from there you can collapse the sidebar if you don't need to we will do it now so moving forward we have here the apply macro function throughout a drop down menu button here so if we click on here we can see a list of my macros if you click on a macro here you will be able to apply the macro directly to the ticket moving to the right side of the screen we have this drop down function here and if I click on it you can see it's selected to close tab and the other option is stay on ticket so if I were to select stay on ticket whenever I updates the tickets the ticket tab will not close itself right like you would do right now but it will stay on a ticket now this is the submit button here and this is very important because without this button without clicking on it you cannot change statuses on your ticket and you cannot save the informations on it so it works two ways it sets the status of a ticket but it also saves the information within it so let's have a look at the statuses click on it you can see all the different statuses here from new to open to pending to submit as solved we will have a detailed explanation of each status here in the description but just keep in mind that you can change your ticket statuses from here and that you also have to click the submit buttons in order to save your ticket information that's it for the ticket interface