Tickets that are not yet resolved have a hint panel underneath them, headed I don’t know how to fix this.
It appears when hints are switched on in Settings and the ticket has solution steps written for it. If the control is missing, check the setting first.
Use it
- Open the ticket.
- Select I don’t know how to fix this below the ticket body.
- Reveal steps one at a time with Reveal next step, which carries a counter of how many you have uncovered so far.
The panel itself is headed How to resolve this. Revealed steps stay on screen as a growing list, so there is nothing to page back through. There is also a Summary you can reveal separately, explaining why the fix works rather than just what to press.
Hints do not cost you anything
There is no scoring penalty for revealing a hint, no partial credit, and no record of it on the closed ticket. Nothing about your points changes.
Given that closing an unresolved ticket does cost points, taking a hint is always cheaper than guessing.
Two ways to fix the same ticket
Some tickets can be resolved either by talking the user through it or by doing it yourself. When that is true, the panel asks first: Two ways to fix this. Pick your approach:, offering Guide the user over chat or a call and Remote in and do it yourself. Both are valid. The steps you get depend on which you pick.
Turn hints off
If you would rather work without the safety net:
- Open the profile menu and select Settings.
- Go to Preferences.
- Under Hints, turn off Show hints.
The description reads Show the “I don’t know” hint button on tickets. With it off, the panel is hidden on every ticket. Turn it back on the same way.
The other place to look
Documentation under the Tools menu is the in-world knowledge base: policies, standard procedures, network and server documentation, credentials, escalation contacts. Tickets are written against it, so for anything procedural the answer is genuinely in there. Working from Documentation rather than the hint panel is closer to the real job.