Tickets List

Tickets are your clients’ support requests. The Tickets page lists them with their priority, status and how long you have left to reply.

Overview

This guide explains the status tabs, search and filters, the table and what you can do from each row.

Who Can Access

Team members see all tickets, only open and working ones, or only the ones assigned to them, depending on their role.

Step-by-Step Guide

1. Open Tickets

   Click Tickets in the sidebar. The tabs show how many tickets have each status: Open, Pending, Closed, Spam and any you added. Create Ticket opens a new one.

   

2. Search and filter

   Search by ticket number, subject or the client’s name or email. Click Filter to narrow the list by Client, Priority, Assigned To, Created from and Created to, then Apply Filter. Clear removes them.

   

3. Read the table

   Each row shows the ticket number, subject, client, related order, priority, status, date, who is assigned and the SLA Deadline. The deadline shows the time left in green, amber when less than half is left, and red when it is nearly up or overdue. Click Ticket No., Priority, Status or Date to sort.

   

4. Work from the row

   Change the status from its dropdown and assign people from the Assigned To menu without opening the ticket. The icons follow, view, edit or delete the ticket.

Priorities

Change these times in Settings → Ticket Statuses. See SLA Response Times.

Bulk Delete

Tick tickets to show the bulk bar and click Delete. It needs Bulk Manage Tickets and Delete Tickets.

Frequently Asked Questions