Helpdesk & Support Tickets
The central command center for managing all customer and internal support requests. View, filter, and track every ticket across your organization with real-time SLA monitoring, priority-based triage, and full team visibility.
Last updated: 04/14/2026, 10:13 AM
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<h2>Your Support Operations Dashboard</h2>
<p>The Tickets page serves as the mission-critical nerve center for your entire customer support operation. Every incoming request — whether submitted by a customer through the Feedback Widget, created internally by an administrator, or triggered by a system workflow — lands here in real-time. Support managers gain instant visibility into team workload, SLA health, and escalation priorities without navigating away from this single screen.</p>
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<h3>📋 Data Grid with Smart Columns</h3>
<p>All tickets are presented in a powerful, responsive data table. Each row displays the ticket number, title (with an <strong>"Internal"</strong> badge for admin-created tickets), current status with color-coded badges, priority level, SLA indicator, category, reporter & assignee avatars, star rating from customer feedback, tag count, message count, creation date, and last activity timestamp. Click any row to navigate directly to the ticket detail page.</p>
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<h3>🔍 Multi-Dimensional Filtering</h3>
<p>Locate any ticket instantly using the URL-based filtering system. Filter by <strong>Status</strong> (e.g., show only "Open" or "In Progress"), <strong>Priority</strong> (e.g., isolate "Critical" and "Urgent" tickets), <strong>Category</strong> (e.g., "Billing" or "Security"), or use the <strong>free-text search</strong> bar to match ticket titles and descriptions. All filters are reflected in the URL, making filtered views shareable and bookmarkable.</p>
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<h3>⏱️ Real-Time SLA Monitoring</h3>
<p>Every ticket row includes a live <strong>SLA Indicator</strong> that shows the current compliance status at a glance. The indicator displays one of four states: <strong>OK</strong> (green — on track), <strong>Warning</strong> (amber — approaching deadline), <strong>Breached</strong> (red — deadline exceeded), or <strong>N/A</strong> (gray — no SLA configured). Remaining time until the resolution deadline is shown in a human-readable format (e.g., "2h 15m left").</p>
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<h3>👥 Team Visibility & Assignment</h3>
<p>Each ticket displays stacked avatar icons for both the <strong>reporting user</strong> (customer) and the <strong>assigned agent</strong>. Hovering over any avatar reveals a tooltip with their name. Clicking an avatar opens a detailed <strong>User Details Dialog</strong> showing the user's full profile, contact information, and activity history — without leaving the tickets page.</p>
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<h3>🏷️ Tags & Categorization</h3>
<p>Tickets can be labeled with color-coded <strong>tags</strong> for custom classification beyond the default categories. The grid shows a tag count badge; hovering it reveals all assigned tag names with their respective colors. This enables teams to implement custom workflows like "VIP", "Regression", or "Needs-Escalation" labeling.</p>
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<h3>⭐ Customer Feedback Ratings</h3>
<p>When a customer has submitted feedback after ticket resolution, a <strong>5-star rating</strong> is displayed directly in the grid row. This gives support managers instant CSAT (Customer Satisfaction) visibility across the entire ticket queue without needing to open individual tickets.</p>
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