Mark ticket as unread

Smile highlights new, unread tickets in the helpdesk with the Unread icon icon. The following screenshot shows you an example of this icon next to an unread ticket.

Figure: An unread ticket

The screenshot shows a ticket with the unread icon in the helpdesk.

Smile removes this icon after you open the ticket. To help you manage your work, you can mark a ticket as unread after you open it.

This task explains how to mark a ticket as unread.

  1. View the helpdesk inbox.
    The Help Desk page appears and displays any tickets assigned to you and your assignment group.
  2. Click View next to the ticket you want to mark as unread.
    The Ticket page is displayed.
  3. On the Helpdesk menu, click Mark as Unread.
    Note: You must assign a ticket to yourself before you can mark it as unread.
    Smile marks the ticket as unread when you return to the Help Desk page.