Tickets Dashboard

Analysts can find and work tickets in the Tickets dashboard. The Tickets dashboard provides a Kanban board to view and update tickets quickly. Find specific tickets with filters to keep work organized. On top of a Kanban Board view, analysts can also view ticket details in a List view and analytics with the Reports view.

To view the Tickets dashboard:

  • In the left navigation, go to Tickets. Choose from List, Board, or Reports ticket dashboard views. See below for details!

Change the tickets dashboard to the List, Board, or Reports views by selecting the related icon in the top right of the Tickets dashboard page.

The list view provides a compact list of tickets. Select a row to view and edit ticket details. Select a column to sort tickets.

Select a column header to sort tickets by that field. Selecting a column more than once will toggle the order from ascending to descending.

By default, tickets are sorted by Id in descending order.

The board view provides a KanBan with lanes using the the Group By dropdown. Select a card to view and edit ticket details or drag and drop cards into different lanes to update them.

The reports view provides several useful reporting widgets.

Analysts can not only view current tickets but also create new tickets from the tickets dashboard.

To add a new ticket from the Tickets dashboard:

  1. Select + Add Ticket to open the New Ticket form.
  1. Enter your ticket details and select Create.

To edit a ticket from the Tickets dashboard:

  1. Find and select a ticket to open the edit ticket page. Check out the following map and key for info on the edit ticket page layout.
1 Delete the ticket. Warning that once deleted a ticket cannot be restored. We recommend Closing a ticket instead to remove it from Active views. 1 of 9 2 Assign the ticket to the currently logged in analyst. 2 of 9 3 Apply a ticket template to this ticket. To learn more, check out Manage Templates. 3 of 9 4 Select a view for the tickets list:
  • All Active
  • My Work
  • Unassigned
  • Closed
  • Deflected
4 of 9
5 Search for specific tickets. 5 of 9 6 A ticket summary card with quickly finding ticket information. 6 of 9 7 Get the latest updates, search for specific changes, and add replies to the ticket with the activity feed. 7 of 9 8 View requester information and start an email or chat at the click of a button. 8 of 9 9 Update ticket properties by expanding the needed section for Properties, Attachments, and Custom Form Answers. 9 of 9
  1. Delete Ticket Delete the ticket. Warning that once deleted a ticket cannot be restored. We recommend Closing a ticket instead to remove it from Active views.
  2. Take Assign the ticket to the currently logged in analyst.
  3. Apply Template Apply a ticket template to this ticket. To learn more, check out Manage Templates.
  4. Change view for tickets list. Select a view for the tickets list:
    • All Active
    • My Work
    • Unassigned
    • Closed
    • Deflected
  5. Search Search for specific tickets.
  6. Ticket Summary A ticket summary card with quickly finding ticket information.
  7. Activity Feed Get the latest updates, search for specific changes, and add replies to the ticket with the activity feed.
  8. Requester Info View requester information and start an email or chat at the click of a button.
  9. Properties, Attachments, and Custom Form Answers sections Update ticket properties by expanding the needed section.
  1. Once on the edit ticket page, expand the Properties section on the right, update any property fields needed, then select Save to save your changes.

To bulk edit tickets from the Tickets dashboard:

  1. Find and select one or more tickets from the tickets dashboard by using the checkmarks on the left of each ticket entry, then select the Edit button in the toolbar to open the Update Tickets form.

You may be familiar with selection idioms from other software but here are some quick shortcuts:

  • Use the checkbox in the table header to select or deselect all tickets.
  • Click and drag to select multiple tickets at once.
  • Hold the ctrl key to toggle selecting a single ticket.
  • Hold the shift key to select a range of tickets
  1. Once the Update Tickets form is displayed, enable and set the ticket properties that will be updated on all selected tickets. Any properties that are not enabled will be left as their original values in each ticket.
  2. When finished, select Update to save your changes.

To add a reply to a ticket from the Tickets dashboard:

  1. Find and select a ticket to open the edit ticket page.
  1. Once on the edit ticket page, enter a new message below the Activity feed, optionally checking Is Private, then select the Send button.

Congrats on adding a reply to the ticket! If the reply is not marked private, then the requester will receive a notification from HelpBot that a new comment was added.

Analysts can see a full of ticket activity from the Activity tab while viewing ticket details. The activity feed includes the ticket conversation with replies from both analysts and the requester and a toggle for ticket history to view all changes to a ticket.

To view ticket activity from the Tickets dashboard:

  1. From the Tickets dashboard, find and select a ticket to open the edit ticket page.
  1. Once on the edit ticket page, the Activity feed will display ticket replies and history.

Select Hide History to hide history and only show ticket replies.

Filter history by type by selecting a value from the dropdown and optionally entering input in the Search… field.

To add an attachment from the Tickets dashboard:

  1. Find and select a ticket to open the edit ticket page.
  1. Once on the edit ticket page, attachments can be added by:
    • Drag and drop a file onto the page.
    • Expand the Attachments section on the right to view attachments, select Upload and then browse to and select the file to upload.

Congrats! You’ve added an attachment to a ticket and can now view and download the file from the Attachments tab. The file attachment will be added to the SharePoint site for the Triage channel.

To remove an attachment from the Tickets dashboard:

  1. Find and select a ticket to open the edit ticket page.
  1. Once on the edit ticket page, expand the Attachments section on the right, find the attachment, and select its Delete button.

Congrats! You’ve removed an attachment to a ticket. Note that the associated file in the SharePoint site will also be deleted at this point

For more details on templates and custom forms, check out Manage Templates.

To view the custom form answers for a ticket from the Tickets dashboard:

  1. Find and select a ticket to open the edit ticket page.
  1. Once on the edit ticket page, expand the Custom Form Answers section on the right.
  1. Update the custom answers by entering info into the form then select Update Answers to save your changes.

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