View a ticket

Viewing a ticket lets you view the ticket's properties and comments and perform ticket actions. You may need to search for a ticket before you can view it.

Tip: To view the results of a saved search, select the search name from the Saved searches drop-down.

This task explains how to search for and view a ticket.

  1. View the helpdesk inbox.
    The Help Desk page appears and displays any tickets assigned to you and your assignment group.
  2. (Optional) Enter the search criteria in the fields at the top of the page, and click Search to search all open tickets.
    Note: If you select Search All, Smile also searches closed tickets.
    Smile displays the tickets that match your search criteria.
  3. Click View next to the ticket you want to view.
    The Ticket page appears and displays ticket information.