Question 1

How do I assign a ticket to someone?

Accepted Answer

In the ticket sidebar, click the value in the "Assigned" row and pick a user. Only users who are members of the ticket's group are listed. If nobody is assigned, the row shows "Not set".

Question 2

Why can I not find a colleague in the assignee list?

Accepted Answer

The assignee list only shows users who are members of the group the ticket belongs to. If the user you need is missing, either change the ticket's "Group" to one they belong to, or have an admin add them to the current group.

Question 3

How do I move a ticket to a different group?

Accepted Answer

In the ticket sidebar, click the value in the "Group" row and select another group. Note that the assignee list follows the group, so if the current assignee is not a member of the new group the assignee shows as "Not set".

Question 4

How do I add tags to a ticket?

Accepted Answer

In the ticket sidebar, click the "Tags" row and pick tags from the list or type to search. You can also type a brand-new tag name to create it on the spot. When a ticket has no tags the row shows "Not set".

Question 5

How do I change the requester on a ticket?

Accepted Answer

1) Open the ticket and look at the requester card at the top of the sidebar. 2) Click the "E-mail" row. 3) Search for an existing person or type a new email address. Changing the requester also updates the To recipient of your next reply to the new requester's address.

Question 6

How do I correct the requester's name on a ticket?

Accepted Answer

Hover over the requester's name at the top of the ticket sidebar, click the edit (pencil) icon that appears, type the new name and click elsewhere to save. The name may not be left empty.

Question 7

How do I edit a ticket's subject?

Accepted Answer

Click the subject at the top of the ticket view, edit the text inline, and click away to save. Subjects are limited to 255 characters ("Subject can't exceed 255 characters."), and a ticket without a subject displays as "(no subject)".

Question 8

How do I edit custom field values on a ticket?

Accepted Answer

In the ticket sidebar, open the "Custom fields (n)" panel; the number shows how many fields the ticket has. Click any field's value to edit it inline; the input type matches the field (text, number, date, single or multiple choice, yes/no switch, or files). Changes are saved as soon as you confirm the value.

Question 9

How do I add another field to a ticket?

Accepted Answer

1) Open the "Custom fields" panel in the ticket sidebar. 2) Click the "Add field" button. 3) Pick existing fields to add to this ticket, or create a brand-new field from the same dialog. System fields like Status, Priority and Tags cannot be added this way because they are always present.

Question 10

What is the "More from requester" panel on a ticket?

Accepted Answer

It is a sidebar panel listing the same requester's other tickets, with the count in the title, so you can spot duplicates and context quickly. Click a ticket title to open it in a new tab, or click "Merge" to combine it with the ticket you are viewing.

Question 11

What is the "Related content" panel on a ticket?

Accepted Answer

The "Related content (n)" panel in the ticket sidebar lists items similar to the ticket: other tickets, knowledge base articles, FAQ entries and indexed web pages. Each item has an icon showing its type; click one to open it in a new tab. It helps you find an existing answer before writing a new one.

Question 12

Does a ticket update automatically while I have it open?

Accepted Answer

Yes. The ticket view listens for changes in real time, so new customer replies, notes from teammates, field changes and timeline events appear without reloading the page. Your in-progress draft is kept; a new AI suggested reply is only inserted if your reply editor is empty.

Question 13

What does the "Source" field on a ticket mean?

Accepted Answer

Expand "Show More" in the ticket's details panel to see the Source row, which tells you how the ticket was created: E-mail, Form, Chat-bot, Manual, API, Import, or Mailbox sync. This is useful when you want to know whether a conversation started from an email, your website form, or an AI chat session.

Question 14

Can two people work on the same ticket at the same time?

Accepted Answer

Deskhero prevents collisions with ticket locks. When you start writing a reply (or click the padlock on a ticket) the ticket is locked to you: your colleagues see the padlock and who is holding it in real time, and changes to the ticket are blocked for them with a clear message until the lock is released. The lock releases when you unlock it and expires by itself after five minutes without activity, so a closed laptop never leaves a ticket stuck. If anything goes wrong with the lock service, Deskhero fails open: ticket work is never blocked by the locking itself.

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