Ticket dashboard

The helpdesk lives in the sidebar under the Tickets group, which has two pages: Dashboard and Jobs. The dashboard is where you triage, filter and reply to customer support requests. For the field-work Kanban view see Jobs.

The dashboard

Tickets > Dashboard ("Manage customer support requests") opens with seven clickable stat cards — New, In Progress, Waiting Customer, Waiting Agent, Resolved, Closed and Archived — each of which filters the list below. Top-right buttons are Groups (manage helpdesk groups), Refresh and Create Ticket. An Analytics panel can chart tickets By Status or show a Top 10 Agents leaderboard over a date range.

Filtering & the list

Filter with the search box ("Search tickets..."), plus Status, Type, Priority, Location, Group and Assignee dropdowns and a Show Archived toggle. The table columns are Ticket, Customer, Type, Priority, Status, Group, Assignee, Created and Actions. Select several rows to bulk-set status, priority, type or assignee at once.

Statuses, priorities & types

Ticket Status runs through New, Work in Progress, Waiting on Customer, Waiting on Agent, Resolved and Closed. Priority is Low, Medium, High or Urgent. Type covers Question, Incident, Problem, Feature Request, Lead and Connection Removal. Tickets can also be tagged to a Group such as Technical, Billing, Sales or General.

Creating & working a ticket

Create Ticket opens a form to search a customer, add a subject and description, and set the type, priority, group, assignees, labels and attachments. Opening a ticket shows the conversation thread on the left with a reply box: toggle between Reply (visible to the customer) and Private Note (agents only), and you can change the status as you send. The right-hand Properties panel lets you edit status, priority, type, group and assignees inline. Set the status to Resolved or Closed to finish — there is no separate close button, and the customer is notified of the change.