Click on a ticket from any list to see it in full detail.

If you clicked on a ticket from a list, the detailed ticket page will show your progress from that list in the top right. You can also use the keyboard shortcuts to advance through the list with the bracket keys: ' [ ' and ' ] '.

Clicking on any e-mail address will display a pop-up from your address book. This allows you to quickly find or add new contact details (typically from a message signature) without leaving the ticket. You can also assign new contacts to existing organizations.

With Cerberus Helpdesk's pluggable architecture, new capabilities can be added to your ticket management. For example, you could display all the CRM opportunities or billing invoices associated with the ticket's requesters.

Often, a ticket may require action from several workers before it's complete. You can create tasks for each worker to track the progress of these actions. In Cerberus Helpdesk, workers don't "own" tickets. Each ticket has a "next worker" who is responsible for moving the ticket forward.

Clicking the Requester History tab will show all the past and present tickets from the ticket's requesters. This is an easy way to find and merge duplicate tickets from the same requester, or from several requesters from the same organization.

The Audit Log provides you with a log of changes to a ticket's properties.