To lock a ticket from the incoming list, select it by clicking with the mouse and click the button "Accept".

This ticket now is exclusively locked for you. It is removed from the views of all other team members within seconds. Its icon in the first column changes and now shows a hammer.

Finish the task now and click "Finish" thereafter. In the dialog that opens please make sure to select "done" in the top and write a short comment that gives the ticket's owner a short info if the task was solved successfully. 

If you could not solve the task please select "refused" and write a comment to the owner to

• add more/correct information or to 
• readdress the ticket to another team or agent.

Click "Finish" to close the dialog. The ticket is removed from your list of incoming tickets. The ticket's owner will instantaneously see the ticket's status change an your comment in his list of outgoing tickets.

Please note: Tickets marked with hammer icon () are locked and wait to be closed by you. Finish them or put them back into queue of open tickets by clicking "Reject". This will make the ticket show up in the lists of all the addressed team members again.

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