Viewing Tickets
Ticket List
The main ticket view shows:| Column | Description |
|---|---|
| ID | Unique ticket identifier |
| Subject | Ticket title or first message |
| Creator | User who opened the ticket |
| Status | Open, Closed, or Pending |
| Priority | None, Low, Medium, High, Urgent |
| Assigned | Staff member handling the ticket |
| Created | When the ticket was opened |
| Updated | Last activity timestamp |
Ticket Details
Click any ticket to view:- Full conversation history
- Attached files and images
- Internal staff notes
- Activity timeline
- Ticket metadata
Searching Tickets
Quick Search
Use the search bar to find tickets by:- Ticket ID
- Creator username
- Message content
- Tags
Advanced Filters
Click Filters to narrow results:Status Filters
Status Filters
- All tickets
- Open only
- Closed only
- Pending approval
Date Filters
Date Filters
- Created date range
- Last updated range
- Closed date range
Assignment Filters
Assignment Filters
- Unassigned
- Assigned to me
- Assigned to specific staff
Priority Filters
Priority Filters
- Any priority
- Specific priority level
- Urgent only
Category Filters
Category Filters
- Specific ticket category
- Multiple categories
Bulk Operations
Bulk operations are available on Basic plan and above.
Selecting Multiple Tickets
- Check the checkbox next to tickets you want to select
- Or use Select All to select all visible tickets
- Selected count appears in the toolbar
Available Bulk Actions
| Action | Description |
|---|---|
| Close | Close all selected tickets |
| Assign | Assign to a staff member |
| Set Priority | Change priority level |
| Add Tag | Apply a tag to all selected |
| Export | Download selected tickets |
| Delete | Permanently delete selected |
Performing Bulk Actions
Ticket Actions
Individual Ticket Actions
From the ticket detail view:| Action | Description |
|---|---|
| Close | Close the ticket |
| Reopen | Reopen a closed ticket |
| Claim | Assign to yourself |
| Transfer | Assign to another staff |
| Add Note | Add internal note |
| Set Priority | Change priority |
| Generate Transcript | Create transcript file |
| Delete | Permanently delete |
Quick Actions
Right-click (or use the ⋮ menu) on any ticket for quick actions without opening the detail view.Transcripts
Viewing Transcripts
- Open a ticket (closed tickets have transcripts)
- Click View Transcript or Generate Transcript
- Transcript opens in new tab
Transcript Contents
Transcripts include:- All messages in order
- Timestamps
- User avatars and names
- Attached images (embedded)
- File attachments (links)
- Staff notes (optional)
Sharing Transcripts
- Copy the transcript URL
- Links are permanent and don’t expire
- Anyone with the link can view (no authentication required)
To keep transcripts private, don’t share the URL publicly.
Exporting Data
Export Options
| Format | Contents |
|---|---|
| CSV | Ticket metadata (ID, status, dates, etc.) |
| JSON | Full ticket data including messages |
| Formatted transcript document |
How to Export
Large exports may take time to generate. You’ll receive a download link when ready.
Ticket Statistics
At the top of the ticket list, you’ll see:- Total Tickets: All-time count
- Open Tickets: Currently open
- Avg. Resolution Time: Time to close
- Satisfaction Rate: If feedback enabled
Tips for Efficient Management
Need Help?
Join our Discord for support