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Viewing Existing Tickets
The list of Tickets is displayed to the staff by default when they log into the application along with their current status. To edit the details of a ticket in order to add a comment, post a query to the customer, change the status of a ticket or reopen a ticket, the staff has to click on the 'ID' link of a selected ticket as shown below in the 'Tickets' page .
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The details of the ticket are displayed. The staff can now execute the changes as desired. All comments or attachments done on that ticket can be viewed below the ticket details as displayed below.
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The changed details are saved and the changed status set by the support staff is displayed as shown below.
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The staff can even change the priority of a ticket. The staff can also redirect the ticket to another department if need be. This can be done by clicking on the 'Change' link on the 'Department' column of the selected ticket.
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....when I am searching for a ticketing system, I come to this solution!! This is exactly the solution I am currently looking for.....

Michael Einar Reynis
IT Manager
www.miracas.net
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