Tickets

The tickets overview provides a central inbox for all support requests. From here you can filter, search, and open tickets across your team.

Ticket Overview

The overview displays all tickets in a table with key information at a glance:

• Ticket — the generated ticket number
• Client — the linked client, if any
• Subject — the ticket title, with a priority indicator
• Status — current lifecycle stage
• Location — the client's city, if known
• Service Owner — the employee who owns the ticket
• Solvers — the employees assigned to resolve the ticket
• Elapsed — time since the ticket was created, colored by how close it is to the configured threshold

Click any row to open the ticket detail view.

Queues: Open vs. All

A segmented control above the table switches between two queues:

• Open — hides finished tickets so you only see work that still needs attention. "Finished" means the built-in Closed status plus any status you've marked as a resolution status in support settings (so custom "done" statuses are hidden too). This is the default view.
• All — shows every ticket regardless of status.

Filtering and Search

To narrow to specific statuses, open the Status column header menu and tick the statuses you want — the filter is compact and lives in the table header alongside sorting. A funnel icon on the header marks an active filter, and a Clear filter button appears next to the queue control while a filter is set. An explicit status selection overrides the Open/All queue.

The status list always includes the six built-in statuses (Pending Verification, Open, In Progress, Waiting on Client, Resolved, Closed) merged with any custom statuses from your support settings, so default-status tickets are always visible and filterable.

The table search box filters tickets by subject, and results are paginated server-side. The active queue and status filters are part of the page URL, so they survive navigation and can be shared.

Public Portal Link

An info banner above the table shows your tenant's public support portal URL, with copy and open buttons, so you can share the ticket submission form with clients.

Creating Tickets

Operators can create tickets on behalf of clients using the New Ticket button. This is useful for logging phone or in-person support requests, and skips the email verification used by the public form.