Additional Tab
Go to the Help Desk > Tickets. Open a ticket, open the Additional tab. You'll see the following options:
Additional Information
- Store View - If your magento has multiple store views, you'll see this option. It specifies the current ticket's store view. Customer will receive all emails using templates of this store view.
- Channel - Channel from which ticket was created. Following channels are possible:
- Feedback Tab
- Contact Form
- Backend
- External Link - Link with encoded ticket id. Customer can use it to answer on the ticket without login into his account. You can send this URL to customer if necessary.
- Tags - You can add a comma-separated list of tags to the ticket. You can find ticket by these tags using Help Desk search.
Ticket History
This section contains a log of ticket's changes.
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