Ticket Management

View and manage all tickets from the Ticky Dashboard.

Viewing Tickets

Ticket List

  1. Go to Tickets in the sidebar
  2. View all tickets in a list format
  3. Use filters to find specific tickets:
    • By status (Open, Closed, Archived)
    • By category
    • By date range
    • By user

Ticket Details

Click on a ticket to view details:

  • Ticket Information: Number, category, status
  • Members: Users with access to the ticket
  • Created: When the ticket was created
  • Closed: When the ticket was closed (if applicable)
  • Channel: Link to the ticket channel

Managing Tickets

Ticket Actions

From the ticket details page, you can:

  • Close: Close the ticket
  • Reopen: Reopen a closed ticket
  • Delete: Permanently delete a ticket
  • View Transcript: See the conversation history
  • Add Members: Add users to the ticket

Closing Tickets

  1. Go to Tickets
  2. Click on a ticket
  3. Click Close
  4. Optionally provide a reason
  5. The ticket will be closed

Reopening Tickets

  1. Go to Tickets
  2. Click on a closed ticket
  3. Click Reopen
  4. The ticket will be reopened

Deleting Tickets

  1. Go to Tickets
  2. Click on a ticket
  3. Click Delete
  4. Confirm deletion
  5. The ticket will be permanently deleted

Warning: Deletion cannot be undone. Generate a transcript first if you need to keep records.

Transcripts

Generating Transcripts

  1. Go to Tickets
  2. Click on a ticket
  3. Click View Transcript
  4. The transcript will be generated as HTML
  5. Download or view the transcript

Transcript Contents

Transcripts include:

  • All messages in the ticket
  • User information
  • Timestamps
  • Attachments (if any)
  • Ticket metadata

Filtering Tickets

By Status

Filter tickets by their current status:

  • Open: Currently active tickets
  • Closed: Closed tickets
  • Archived: Archived tickets

By Category

Filter tickets by category:

  • Select a category from the dropdown
  • View only tickets in that category

By Date

Filter tickets by date range:

  • Select a start date
  • Select an end date
  • View tickets created in that range

Ticket Statistics

View statistics about your tickets:

  • Total Tickets: Number of all tickets
  • Open Tickets: Currently open tickets
  • Closed Tickets: Closed tickets count
  • Average Response Time: Average time to first response
  • Resolution Time: Average time to close tickets

Best Practices

  • Regularly review open tickets
  • Close resolved tickets promptly
  • Generate transcripts before deletion
  • Use filters to find specific tickets
  • Monitor ticket statistics

Next Steps