The Ticket Resolution/History tab contains:
1. Charges list - the Charges are the way to log the work performed for a Ticket.
2. Resolution - once the Ticket is resolved, you can add a short summary which is the Ticket Resolution. You can edit the Resolution in the top edit area in the Resolution/History tab.
Benefits of using Charges to log the work
Using Charges to log work performed for a Ticket provides a much more detailed history log of the Ticket activity, and it allows you to better analyze the work at a later date. You will be able to analyze which Items you use most, how much time you spend on each customer or on each type of Ticket, view charges by Employees, etc. The more information you keep in your system, the better analyses can be performed on it later.
Charges are also the way you can bill your customer - each Charge can be sent to the customer using Commit Reports or can be the base for a new QuickBooks Invoice (see Bill the customer).
Using Resolution rather than Charges
In some cases you may not wish to log the work performed for the Ticket using a Charge (i.e. you do not plan to bill the customer for this work). In this case the Ticket resolution can be used to log the work, rather than the Charges.