Tickets Grid (List)
The tickets page serves as the primary workspace for both end-users and support technicians, displaying active tickets organized by categories with automatic background refresh functionality.
Top-menu Filters
The toolbar provides several filtering options:
- Unanswered tickets — Shows tickets requiring attention, including new/customer-updated tickets, overdue items, and technician-flagged messages.
- Unclosed tickets — Displays all active tickets with appropriate permissions.
- Unassigned tickets — Shows items without assigned technicians.
- Tickets you handle — Displays unclosed tickets assigned to the current user.
- ALL tickets — Shows all viewable tickets including closed ones.
Bulk Actions
Multiple tickets can be selected using checkboxes; use SHIFT+Click to select all items between two selections for batch operations.
Merging and Linking Tickets
The system allows combining multiple tickets into one through merging, or connecting related items via linking, which appear in the "related tickets" section.
Closing, Deleting, etc.
Batch operations include closing, assigning, deleting, changing category, and adjusting priority settings.
Sorting and Filtering
An advanced dropdown filter enables filtering by date, priority, status, company/user origin, and last-updated date. Filters can be saved for individual users and accessed later.
Category and Tag Filtering
Click a category to see a list of tickets in that category. Use SHIFT+Click on multiple categories to filter by multiple categories at once. Same with tags — click a tag to get tickets with that tag or SHIFT+Click to filter by multiple tags.
Hide/show Columns
Users can customize the ticket grid display by selecting which columns are visible through a dedicated interface option.
