SLA24 Documentation

Using The Agent Front-end

In order for an agent to use this add-on, all they have to do is navigate to the page that was set up (See Setup Instructions)

Once on the page, they will be presented with a basic LOGIN dialog box to log into the system.

After login is complete, a list of open tickets will be presented:

Clicking the title of any ticket will bring up a tab with the details of the ticket:

At the top of the ticket will be two key options:

  • Change the ticket status
  • Close the ticket

At the bottom, there will be a reply area:

A basic reply will leave the ticket open but the agent can also reply and close the ticket in one step with the REPLY & CLOSE button.

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