Manage tickets
The tickets table
Go to the Support section from your agent’s sidebar. You’ll see a table with all support tickets, showing the following columns:
- Contact: customer name or phone number
- Subject: summary of the ticket reason
- Category: case type (Inquiry, Incident, Complaint, Suggestion, Other)
- Channel: where it originated (Call, Message, etc.)
- Status: current status of the ticket
- Date: when the ticket was created
Filter tickets
Use the filters at the top of the table to find specific tickets:
- Status: filter by Open, In progress, Resolved, or Closed
- Category: filter by case type
- Channel: filter by originating channel
- Date range: select a specific time period
You can combine multiple filters at once to narrow your search.
View ticket details
Click any row in the table to open the Support details panel. Here you’ll find all the ticket information:
- User: the customer associated with the ticket
- Duration: total time of the conversation that generated the ticket
- Status: current ticket status
- Last message: the last message exchanged in the conversation
- Resolution details: description of how the case was resolved (if applicable)
- Resolution date: when the ticket was resolved
Internal notes
Internal notes are comments that only your team can see. They are not visible to the customer.
You can only delete notes that you created. Notes from other team members cannot be removed from your account.
Change the status of a ticket
From the details panel you can update the ticket status (Open, In progress, Resolved, Closed) and add resolution details when marking it as resolved.
Delete tickets
Select one or more tickets in the table and use the delete option to remove them. A confirmation message will appear before the action is completed.
