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.
Your Support Operations Dashboard
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.
📋 Data Grid with Smart Columns
All tickets are presented in a powerful, responsive data table. Each row displays the ticket number, title (with an "Internal" 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.
🔍 Multi-Dimensional Filtering
Locate any ticket instantly using the URL-based filtering system. Filter by Status (e.g., show only "Open" or "In Progress"), Priority (e.g., isolate "Critical" and "Urgent" tickets), Category (e.g., "Billing" or "Security"), or use the free-text search bar to match ticket titles and descriptions. All filters are reflected in the URL, making filtered views shareable and bookmarkable.
⏱️ Real-Time SLA Monitoring
Every ticket row includes a live SLA Indicator that shows the current compliance status at a glance. The indicator displays one of four states: OK (green — on track), Warning (amber — approaching deadline), Breached (red — deadline exceeded), or N/A (gray — no SLA configured). Remaining time until the resolution deadline is shown in a human-readable format (e.g., "2h 15m left").
👥 Team Visibility & Assignment
Each ticket displays stacked avatar icons for both the reporting user (customer) and the assigned agent. Hovering over any avatar reveals a tooltip with their name. Clicking an avatar opens a detailed User Details Dialog showing the user's full profile, contact information, and activity history — without leaving the tickets page.
🏷️ Tags & Categorization
Tickets can be labeled with color-coded tags 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.
⭐ Customer Feedback Ratings
When a customer has submitted feedback after ticket resolution, a 5-star rating 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.
Grid Columns Reference
| Column | Description | Sortable |
|---|---|---|
| # | Auto-generated ticket number (e.g., #1042) | Yes |
| Title | Ticket subject line. Internal tickets show a purple "Internal" badge. | Yes |
| Status | Current workflow state with color-coded badge and icon | Yes |
| Priority | Urgency level with color-coded badge | Yes |
| SLA | Live SLA compliance indicator (OK / Warning / Breached / N/A) | No |
| Category | Topic classification of the ticket | Yes |
| Users | Stacked avatars of reporter (customer) and assigned agent | No |
| ★ | Customer feedback rating (1–5 stars), if submitted | No |
| 🏷️ | Number of assigned tags (hover to see names) | No |
| Messages | Total message count in the ticket conversation thread | Yes |
| Created | Relative time since creation (hover for exact date/time) | Yes |
| Last Activity | Relative time since most recent update (hover for exact date/time) | Yes |
Status Values
| Status | Badge Color | Description |
|---|---|---|
| Open | Default (blue) | Newly created, awaiting initial triage |
| In Progress | Outline (animated) | Agent is actively working on the issue |
| Waiting for User | Secondary | Agent has responded; awaiting customer reply |
| Waiting for Support | Secondary | Customer has replied; awaiting agent action |
| On Hold | Outline | Temporarily paused (e.g., pending third-party) |
| Resolved | Success (green) | Issue has been addressed; pending closure confirmation |
| Closed | Destructive (red) | Ticket is finalized; no further action needed |
| Reopened | Warning (orange) | Previously closed ticket has been reopened |
Priority Levels
| Priority | Badge Color | Typical Use |
|---|---|---|
| Low | Info (light blue) | General inquiries, minor cosmetic issues |
| Medium | Success (green) | Standard requests, non-blocking bugs |
| High | Warning (orange) | Significant impact on user workflow |
| Urgent | Destructive (red) | Critical feature broken for multiple users |
| Critical | Destructive (dark red) | Complete system outage or data loss scenario |
Category Types
| Category | Description |
|---|---|
| General | Uncategorized or general inquiries |
| Technical | Software bugs, configuration errors, performance issues |
| Billing | Payment, invoice, subscription, or pricing questions |
| Account | Login problems, profile updates, account access |
| Feature Request | Enhancement suggestions from customers or team |
| Bug Report | Confirmed or suspected software defects |
| Integration | API, webhook, or third-party connection issues |
| Security | Vulnerability reports, access violations, data concerns |
Step-by-Step: Triaging Morning Tickets
- Navigate to
/admin/ticketsin the Admin Portal. - Filter by Status: Select "Open" to see all unassigned incoming tickets.
- Sort by Priority: Click the "Priority" column header to sort Critical/Urgent tickets to the top.
- Check SLA: Identify any amber or red SLA indicators — these require immediate attention.
- Review & Assign: Click a ticket row to open the detail page. Assign an agent, set the correct priority, and move the status to "In Progress".
- Repeat for remaining Open tickets until all are triaged.
Enterprise Use Case: Black Friday Support Surge
An e-commerce platform braces for Black Friday. On the morning of the sale, 500 support tickets flood in within the first hour — mostly "Billing" and "Technical" category issues. The Support Director opens the Tickets dashboard and immediately filters by Priority = "Critical" and Category = "Technical". This narrows the view to 12 critical checkout failures. She then sorts by SLA and spots 3 tickets already in the red "Breached" zone. These are immediately escalated to the senior engineering team. Meanwhile, she creates a second filter for Category = "Billing" and notices that 80% of the billing tickets are about the same coupon code error. She quickly creates a Knowledge Base article titled "Black Friday Coupon Fix" and links it in the canned response, deflecting 400+ tickets in under 15 minutes.
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