3.6.1.2 Edit a Ticket

Editing tickets is essential for maintaining the accuracy and relevance of ticket information throughout its lifecycle. This feature enables users to update ticket details based on new information, priority changes, or resolution plan adjustments, ensuring efficient ticket management and resolution.

Pre-condition to Use the Feature:

• Users must have an account in AgencyHandy.

• Users must be a part of an agency.

• Users must be Super Admins/Admins/PMs to edit a ticket.

• At least one ticket must exist.

• The ticket must be created from the Agency side.

Steps to Use:

• Log in to AgencyHandy: Access your AgencyHandy account using your credentials.

• Navigate to Tickets: Locate the "Tickets" section in the dashboard menu.

• Select Ticket to Edit: Choose the specific ticket you want to edit from the list of existing tickets. Tick it.

• Access Editing Options: An action button named "Edit Ticket" will be activated. Click it. A form will pop up.

• Modify Ticket Details: Make the necessary changes or updates to the ticket information, such as description, priority, assigned team members, or other relevant details.

• Review Changes: Review the modified ticket details to ensure accuracy and completeness.

• Save Changes: Once all necessary modifications are made, save the changes to update the ticket in the system.

• Track Ticket Status: Monitor the status of the updated ticket, including any changes in priorities or assignments, to ensure continued progress toward resolution.

• Communicate Updates: If applicable, communicate any changes or updates made to the ticket to relevant team members or stakeholders involved in addressing the ticket.

Important Notes:

• Only Agnecy owner can edit a ticket.

• A client can only create a ticket but can't edit it.