How do I look at tickets in general or review open tickets?

 

The Tickets module is available from the sidebar in both the administrative dashboard and the staff web client.

You can also access Tickets directly as a standalone page (US, CA, EU, SG).

 

Open Tickets at a Glance

The Open Tickets at a Glance section provides a visual overview of all currently open tickets.

Each color-coded area represents tickets in a particular status. Hover over a section to see the number of tickets it contains.

You can also click any section of the chart to view the tickets represented by that area.

 

View Tickets

The View Tickets page is where you'll spend most of your time managing tickets.

By default, the table displays all open tickets. Open tickets include any ticket that is not closed, including:

• Unclaimed
• Claimed
• In Progress
• Pending

Customizing the Table

Use the gear icon above the table to choose which columns are displayed.

Your column selections can help you focus on the information most important to your workflow.

 

Searching and Filtering

Use the search bar at the top of the page to search for tickets.

A query explainer can be toggled on to show how the current search is being interpreted.

Additional filters above the table allow you to narrow your results further.

To clear all search criteria and filters, click Start Over.

 

Ticket Summaries

Hover over a ticket's Summary field to quickly view:

• The original question
• The most recent note

This allows you to review ticket activity without opening the ticket.

 

Opening a Ticket

Click anywhere on a ticket row to open the ticket.

Inside the ticket, you can:

• View the complete history of ticket activity
• Email the guest
• Add notes
• Change assignments
• Update ticket status
• Add or remove tags

The ticket detail view serves as the central workspace for managing and resolving tickets.

 

Bulk Actions

Many ticket actions can be performed on multiple tickets at once.

To select tickets, check the box to the left of each ticket row. To select all tickets matching the current search and filter criteria, use the checkbox at the top of the table.

Bulk actions remain disabled until one or more tickets have been selected.

Depending on your permissions, bulk actions may include:

• Changing ticket assignments
• Updating ticket statuses
• Adding tags
• Removing tags

Account administrators can also delete tickets using bulk actions.

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