Ticket Statuses
Every ticket progresses through a lifecycle of statuses:| Status | Description |
|---|---|
| Open | A new ticket that hasn’t been addressed yet |
| In Progress | A ticket that’s actively being worked on |
| Resolved | A ticket that has been successfully closed |
Tickets Table
The tickets table shows all your support tickets with:| Column | Description |
|---|---|
| Subject | Brief description of the issue |
| Requester | The customer who raised the ticket |
| Status | Current ticket status |
| Priority | Ticket priority level |
| Created | When the ticket was created |
| Updated | When the ticket was last modified |
Filtering and Sorting
- Filter by status — Show only Open, In Progress, or Resolved tickets.
- Filter by priority — Focus on high-priority issues first.
- Search — Find tickets by subject, requester, or content.
- Sort — Order by date, priority, or status.
Managing Tickets
Viewing a Ticket
Click on any ticket to see the full details including:- Complete issue description
- Customer contact information
- Conversation or interaction history that generated the ticket
- Internal notes and updates
Updating Status
To update a ticket’s status:- Open the ticket detail view.
- Click the Status dropdown.
- Select the new status.
- Add an optional note describing the update.
- Save your changes.
Next Steps
Leads
View and manage captured leads.
Calls
Review call logs and recordings.
Logs
View activity and event logs.
Chat Agent
Configure your chat agent.