Example Pipeline in Service → Tickets → View your Tickets on Board (see arrow)
Filter Definitions:
- Search ID, name or description - In this search box you can look for a specific ticket by ticket ID, name of sender or description.
- Ticket owner - Owner here refers to a team member in Service who is assigned the ticket.
- Create date - Choose dates of tickets you are working. For example: today, yesterday, this week.
- Last activity date - This date represents the last time this ticket was worked.
- Priority - If there is a set priority on the ticket, such as High, Medium or Low, it will be represented here.
- Advanced Filters - Additional choices to organize the tickets within the Pipeline.
- Clear All - Use this when you want to clear all filters and begin again.
Pipeline Column Definitions:
- NEW - INITIAL REQUEST COMING IN BY ANY CHANNEL (EMAIL, CHAT OR PHONE)
- WAITING ON CONTACT - ADDITIONAL INFORMATION IS NEEDED FROM OUTSIDE AAHA BEFORE WE CAN COMPLETE THE REQUEST
- WAITING ON US - ADDITIONAL INFORMATION IS NEEDED FROM AN INTERNAL TEAM MEMBER INSIDE AAHA
- CLOSED - ALL QUESTIONS AND NEEDS HAVE BEEN RESOLVED
If you have any feedback on this article, we would greatly appreciate it if you could send it to liana.jensen@aaha.com.