Print a ticket
- Open the ticket.
- Click the "Print" link under the ticket header. A clean print page opens in a new tab.
- Use your browser's print dialog to print it, or choose Save as PDF.
The page shows the ticket details (status, priority, department, assignee, requester, tags, dates, first response, resolved and merged into), the additional fields, the original message, the conversation and the names of any attachments. Attachments are listed by name only, with no links.
Agents also get a tick box, "Include internal notes". Ticking it adds the internal notes, the agent-only fields and the time totals. The activity timeline is never printed.
Customers
Customers can print their own tickets if "Let customers print their own tickets" is ticked. It is on by default. Customers never see internal notes.
Ticket printing settings
Administrators set these under Helpdesk > Ticket printing:
- "Let customers print their own tickets".
- "Header text" and "Footer text", up to 300 characters each.
- "Show the site logo (or site icon) at the top". It is on by default.
Security
Printing needs you to be logged in and able to read the ticket. Each print link is tied to that ticket and expires, so if you see "Link expired", go back to the ticket, reload the page and click "Print" again. Every time an agent prints a ticket, the timeline records "Ticket printed by NAME".
Still stuck? Open a ticket on the support page on ABC and a real person will help.
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