Ticket Management

The Tickets page helps you manage customer support cases from creation through resolution with full SLA tracking.

Ticket Stats Bar

At the top of the page, a stats bar shows:

• Open — new tickets awaiting action
• In Progress — tickets actively being worked on
• Pending — tickets waiting on customer response
• Overdue — tickets past their SLA targets
• Unassigned — tickets without an assignee
• SLA Compliance — percentage of tickets meeting SLA targets

Creating a Ticket

Click the Create Ticket button to open the creation form. Fill in:

• Subject — a brief description of the issue
• Description — detailed information about the problem
• Priority — Low, Medium, High, or Urgent
• Assignee — optionally assign to a team member

Tickets are automatically numbered with your configured prefix (e.g., TKT-001).

Filtering & Searching

• Status filter — dropdown to filter by ticket status
• Priority filter — dropdown to filter by priority level
• Search — find tickets by subject or ticket number

Bulk Actions

Select multiple tickets using checkboxes, then use the bulk action dropdown to change their status in one operation. The Select All checkbox selects all tickets on the current page.

Ticket Detail View

Click any ticket to open its detail page with:

• Header — ticket number, status badge, priority badge, subject
• Description card — the original issue description
• Activity Timeline — chronological log of comments, status changes, and actions
• Comment Form — add comments to collaborate with your team
• Sidebar — assignee, status/priority selectors, timestamps, and related conversation link

Exporting Tickets

Click the Export button to download a CSV file of tickets matching your current filters.

SLA Configuration

Owners can configure SLA targets in Settings → Ticket Settings:

Customer Ticket Portal

Each ticket generates a public URL that can be shared with the customer. They can view ticket status and activity without logging in.