Service Tickets

Overview

The Tickets page lists every service ticket in the system. From here you can search, filter, create new tickets, and select a ticket to view or update its full record.

Toolbar Actions

The toolbar changes depending on how many tickets are selected using the checkboxes in the first column. Selecting a single ticket also opens its full details on the right — see Viewing Ticket Details below.

No Tickets Selected

Action	What it does
New	Opens the Add new ticket panel. See Creating a Ticket below.
Assigned tickets	Takes you to the Assigned tickets page, showing only tickets assigned to you.

Comment, Change status, and Assign are also visible in this state, but disabled until a ticket is selected.

One Ticket Selected

Selecting a single ticket switches the toolbar to:

Action	What it does
Edit	Lets you update the ticket's Title and Description. See Editing a Ticket below.
Comment	Opens a panel to add a comment to the ticket.
Change status	Opens a panel to change the ticket's status.
Assign	Assigns the ticket to an agent.

New becomes disabled, and Assigned tickets is no longer shown.

Multiple Tickets Selected

Selecting more than one ticket switches the toolbar to three bulk actions:

Action	What it does
Assign	Assigns all selected tickets to an agent.
Change status	Changes the status of all selected tickets.
Change priority	Changes the priority of all selected tickets.

note

When a ticket is assigned, commented on, or has its status changed, the assigned employee receives a real-time notification.

Tickets List

The table shows, for each ticket:

• Ticket Number — the unique identifier for the ticket.
• Title — a short description of the customer's request.
• Customer Name — the customer who raised the ticket.
• Category — the ticket's category (e.g. Sales, Billing, Maintenance, Technical Support). You can change this directly from the list by selecting the dropdown in the Category column — no need to open the ticket.
• Status — the ticket's current status (e.g. New, Assigned, Resolved, Cancelled), shown as a colored badge.

Scroll the table horizontally to see any additional columns that don't fit the visible width.

Select any row to open that ticket's full details in the panel on the right.

note

Category, Priority, and Status are fixed, preset values and currently can't be customized.

Creating a Ticket

1. From the Tickets list, select New.
2. In the Add new ticket panel, optionally select a Template to pre-fill the form:
   • Selecting a template automatically fills in Title, Description, Priority, and Category with the template's values.
   • You can adjust any pre-filled field before saving.
3. Fill in the Basic information section:
   • Template (optional) — select a ticket template to pre-fill the fields below.
   • Title — a short summary of the request.
   • Description — full details of the request.
   • Customer — select the customer from the dropdown. This automatically fills in Customer name and Phone number.
   • Category — select the ticket's category.
   • Priority — select the ticket's priority.
   • Assignee (optional) — select an agent to assign the ticket immediately upon creation.
4. Select Save.

note

All fields except Template and Assignee are required. After saving, you're returned to the Tickets list with the new ticket added. If you set an Assignee, the ticket's status is automatically set to Assigned.

Select Cancel at any point to close the panel without creating a ticket.

Editing a Ticket

1. Select the ticket you want to edit, then select Edit.
2. Update the Title and/or Description.
3. Save your changes.

Only the Title and Description can be changed this way. To update a ticket's status, priority, category, or assignment, use Change status, Change priority, the Category dropdown in the list, or Assign instead.

Viewing Ticket Details

Selecting a ticket opens its full record in a panel on the right, organized into collapsible sections:

• Quick info — a read-only summary: Ticket number, Category, Status, and Priority.
• Description — Ticket details (the ticket's title) and the full Description of the request.
• Customer information — Customer name and Phone number.
• Administrative details — Assigned to, Created by, Created date, Modified date, and Status.
• Comments — existing comments on the ticket, or No comments available with an Add first comment option if there are none yet.
• Status history — a log of every status change, showing who made the change, the status transition, and a reason (where one was given).

Adding a Comment

1. With a ticket open, select Comment in the toolbar (or Add first comment in the Comments section if there are none yet).
2. Enter your comment in the panel that appears.
3. Save it.

Changing Status

1. With a ticket open, select Change status in the toolbar.
2. Select the new status.
3. If you're changing the status to Cancelled, you must enter a Reason.
4. Save your changes.

The change is then recorded in Status history.

Assigning a Ticket

1. With one or more tickets selected, select Assign in the toolbar.
2. Select the agent to assign the ticket(s) to.
3. Save your changes.

note

Assigning a ticket automatically sets its status to Assigned.

Filtering

Use the Filters panel on the right to narrow the list:

• Status
• Priority
• Category
• Assigned to
• Customer
• Date range

Select the refresh icon at the top of the Filters panel to clear all filters and return them to their default values.

Pagination

Use the Rows per page dropdown at the bottom of the table to control how many tickets are shown per page (default is 10), and the arrow buttons to move between pages.