How to Work a Ticket

How do I work a ticket in Tazk Service Desk?

Reply to the customer, add notes, move the ticket through its stages and solve it — everything on one screen. Opening a ticket shows the whole story on the left — every email, message and note — and what you need to know on the right: the customer, the product, the owner and the promised times.

Tazk Service Desk — The top bar: ticket number, stage, priority and the next moves — The top bar: ticket number, stage, priority and the next moves

Step by step

Read the conversation. History shows every change; What they bought shows the customer’s orders, serials and warranties.
Write in the box at the bottom. Reply to customer sends an email (or WhatsApp, if it came that way); Internal note is only for your team.
Use Insert reply for a saved answer, then edit it. Press Ctrl + Enter to send.
Move the ticket with the buttons in the top bar — for example In Progress, or Waiting when you need something from the customer.
When it is fixed, click Mark resolved and pick how it ended. The customer can reply to reopen it.

Tazk Service Desk — Reply to the customer, or leave an internal note for your team — Reply to the customer, or leave an internal note for your team

The right-hand column

Customer — if it says “Customer not linked”, search and link the right customer so their products and history appear.
Extra details your request type asks for, then Owner, Team, Priority and Type — change them here.
Tags — your team’s own labels, like “VIP” or “refund risk”; type one to add it. Customers never see them.
First response and Resolution — time left on each promise.
Knowledge — articles that match this ticket. Insert link or Insert text puts one into your reply.

Tazk Service Desk — Articles that might help, ready to insert into the reply — Articles that might help, ready to insert into the reply

The Tasks & related tab keeps everything the ticket needs in one place — without moving it out of CRM or Projects.

Add task — a real CRM task with an owner, a due date and a reminder; it also shows in My Work › Tasks. Tick Mark done here when it is finished.
Book a meeting / Log a call — a CRM meeting (with its reminder) or call record, kept with the ticket.
New Projects task — for companies using Tazk Projects: the task is created in the project, as you.
Link something that already exists — a task, meeting, call, deal, quotation, Projects task or another ticket.
Resolving a ticket with open tasks shows a warning listing them; you can still go ahead.

Tazk Service Desk — Tasks & related: a task, a meeting, a call, a quotation and a related ticket — Tasks & related: a task, a meeting, a call, a quotation and a related ticket

Tazk Service Desk — Resolving with a task still open: a warning, not a block — Resolving with a task still open: a warning, not a block

Also on this screen

One-click actions run a saved bundle — for example “Escalate to field team”.
Possible duplicates and similar solved tickets show when they exist; you can merge a duplicate into this ticket.
With AI switched on: a short summary of long tickets, and Draft with AI in the reply box.

Common questions

Why can’t I resolve the ticket?

Your request type may need a detail first — look for a field marked “needed before it is solved” in the right column.

Does Waiting stop the clock?

Yes. Promised times pause while a ticket waits on the customer, and start again when it moves back.