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!

To list view provides a compact list of tickets. Select a row to view and edit ticket details.

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 edit.
  1. Update ticket details on the right.
  1. Add replies to the ticket, optionally checking Is Private, by entering a new message then selecting the Send button.
  2. Once you are done editing the ticket, select Save.

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 ticket details page.
  1. Once in ticket details, open the Activity tab to view ticket replies and history.

Select Hide History to hide history to 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 ticket details page.
  1. Once in ticket details, open the Attachments tab, 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.

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 ticket details page.
  1. Once in ticket details, open the Custom Form Answers tab.
  2. Update the custom answers by entering info into the form then select Update Answers to save your changes.

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