Many times tickets are created in the help desk system some time after the problem was actually reported to the support team. bigWebDesk allows for technicians and administrators to submit a ticket and edit the Creation Time for the work order to better reflect when the issue was reported.

Also, there are instances when a support representative completes a job but does not have the opportunity to log the work until later. Editable Ticket Closure Times alleviate this problem by allowing technicians to enter the correct time when the work was completed.

For current clients, this feature can be turned on by going to the General Options tab from the Configuration page.

Ticket Creation

NOTE: The “Ticket Created” button is a hyperlink to take you to the editing screen.

NOTE: Simply edit the date and time to the correct values and click save.

Edit Ticket Closure Time

Edit ticket closure time
NOTE: If the Time of Closure feature is turned on, there will be a “Closure Date” section on the Close Ticket screen. This allows the technician to edit the date and time of closure without any additional steps.