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Drilling down into an individual ticket looks like this:
Select the ticket status (pending customer, works in progress, and resolved are the most used).
Notice you can add collaborators to get more folks involved (useful if a student is saying my teacher says this, or for team taught classes to make sure everyone's on the same page), select a canned response for stock language to common questions (and as new common questions surface make new canned responses on the KnowledgeBase level), and the ticket status (pending customer, works in progress, and resolved are the most used). Click Collaborators, add new.
Check to see if the person you're adding is not already in the system by typing in their name or email in the search by email, phone or name line. Shane is in the system.
zyg_super_new is not in the system, so we have to make them using the create new user lines below:
Add user.
To share information that the client does not necessarily need to know, post an internal note (which has a yellowish banner):
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