The Ticket Management ecosystem is the daily operational hub for support staff. It is accessed via the Manage Tickets application.
The Queue Dashboard
This screen acts as your command center. Instead of a disorganized list, the system groups work into specific Support Queues.
Queue Health Cards
For every queue you are active in, you will see a status card providing a real-time health check:
IT Support
- Open: Active/In-progress.
- Pending: Waiting.
- Solved: Closed.
Click Details on any card to enter the list view for that specific queue.
The Ticket Workspace: Header & Overview
When you open a ticket, the top section (Header) provides the critical context required to understand the issue at a glance.
- Ticket Title: The subject of the request. How to use: If the user provided a vague subject (e.g., "Help"), click the title (or the pencil icon) to rename it to something descriptive (e.g., "Printer Jam in Room 204") for better searchability.
- SLA Status: A badge indicating if the ticket is On Track, At Risk, or Breached based on the queue's configuration.
- Permission Summary: A small indicator showing your access level (e.g., "Operator", "Admin", "Shared Access").
Triage & Ownership
Located in the Management Sidebar (right column), the "Assignment" section defines accountability.
Assign Me
Click this button to instantly take sole ownership. Use this when picking up a new ticket.
Assign Operators
Use the dropdown to select multiple colleagues and click Update. Use this for collaborative issues requiring a squad approach.
Routing & Classification
Keep ticket metadata accurate to ensure the ticket is in the right hands and reporting is correct.
Status Management
Manually update the lifecycle state using the Status dropdown:
- Draft: Initial state, often used for tickets created internally before sending.
- Open: The standard active state. The timer is running.
- Solved: Work is complete. The ticket is closed.
- Refused: The request is invalid, spam, or out of policy.
Queue & Application
- Change Queue: If a ticket belongs to another department, select the correct Queue (organized by Category) and click Move Ticket. Note: This resets assignments to ensure the new team takes fresh ownership.
- Change Application: If the issue is related to specific software, link it here. This helps in generating statistics on which apps have the most bugs.
Priority
Set the urgency level (Medium, Critical, etc.) to help the team sort their dashboard.
Communication & Collaboration
Public Reply
Type in the main text area and click Send. This sends an email to the user and posts to the timeline.
Internal Note
Check the box labeled Internal Note before clicking Send.
- Visibility: Visible ONLY to Operators. The user never sees this.
- Appearance: Marked with a yellow background.
- Use Case: Technical notes, passwords, handover instructions.
Edit Comments
If you made a typo or posted sensitive info by mistake, look for the Edit icon next to your comment in the timeline to modify the content.
Advanced Actions
Located in the "Advanced Actions" dropdown menu, these tools handle complex ticket relationships.
| Action | Function & Use Case |
|---|---|
| Combine | Merges a duplicate ticket into the current one. Comments transfer over, and the source is closed. |
| Divide / Create Child | Splits a multi-issue request. Creates a new ticket linked to the current one. Useful when one ticket asks for "A Laptop AND a Payroll change". |
| Link Ticket | Establishes a manual reference link between two existing tickets (Parent/Child relationship). |
| Share Visibility | Author View: Adds a user as a secondary author (they see what the creator sees). Operator View: Adds a user as a guest operator (they see internal notes). |
Monitoring & Context
Watchers
The Watchers widget lists all staff currently subscribed to the ticket. Click Start Watching to receive notifications for every update without taking ownership.
Related Tickets
This section appears if the ticket has been Linked, Combined, or Divided. It allows quick navigation between Parent and Child tickets.
Work Logs
Expand the Work Logs widget to track effort. Enter minutes and a description, then click Log Time. This is essential for resource planning.
History
The audit trail at the bottom right records every event (Status Change, Assignment, Queue Move), showing exactly who performed the action and when.
