Popular questions about Docutiva

What is the ‘watching’ feature used for?

This feature allows you to watch a ticket item and to receive an update whenever the ticket is edited by someone else. You can toggle this feature on and off for any ticket in the system, providing you are assigned to the workspace team.

Does the workspace team receive an email after a ticket is created or edited?

When creating or editing a ticket manually, you have the option of sending an email alert to anyone in the team associated to the workspace. You can select as many of the team members as you would like to email.

How do I re-assign a ticket to someone else?

The person you would like to re-assign the ticket to must be part of the workspace team. If they are, you can simply open the ticket and change the name of the person the ticket is assigned to using the drop-down menu.

When should I change the status of a ticket?

The ticket status indicates whether the ticket has been created by a user, or is being dealt with by the assigned user, or has been resolved. You would change the status once you have accepted the ticket and are carrying out the task, or once the ticket has been resolved and you are happy to move on.

Can I view a history of past tickets?

Yes. You can see all archived tickets in the workspace history providing the ticket was not physically deleted by a user.

Can I comment or add to a task ticket?

Yes. Tickets can be added to much like a conversation string. You can add to the ticket, attach files, assign it to someone else, or change its status, depending on what is appropriate.

What are task tickets typically used for?

Task tickets can be used for various things, depending on your business. They enable you to request something from a client, or vice-versa, and to create a conversation and follow-up conversation in the ticket string. You can also use tickets to discuss things amongst team members or collaborate on new ideas.

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