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The Tickets page is your command center for viewing and managing all support tickets.

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Viewing Tickets

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Ticket List

The main ticket view shows:

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Ticket Details

Click any ticket to view:
  • Full conversation history
  • Attached files and images
  • Internal staff notes
  • Activity timeline
  • Ticket metadata

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Searching Tickets

Use the search bar to find tickets by:
  • Ticket ID
  • Creator username
  • Message content
  • Tags

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Advanced Filters

Click Filters to narrow results:
  • All tickets
  • Open only
  • Closed only
  • Pending approval
  • Created date range
  • Last updated range
  • Closed date range
  • Unassigned
  • Assigned to me
  • Assigned to specific staff
  • Any priority
  • Specific priority level
  • Urgent only
  • Specific ticket category
  • Multiple categories
Combine multiple filters to create precise queries. Filters persist across sessions.

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Bulk Operations

Bulk operations are available on Basic plan and above.

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Selecting Multiple Tickets

  1. Check the checkbox next to tickets you want to select
  2. Or use Select All to select all visible tickets
  3. Selected count appears in the toolbar

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Available Bulk Actions

Bulk delete is permanent and cannot be undone. Transcripts are also deleted.

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Performing Bulk Actions

1

Select Tickets

Check boxes next to tickets or use Select All
2

Choose Action

Click the action button in the toolbar
3

Confirm

Review the action and confirm
4

Wait for Completion

Progress indicator shows completion status

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Ticket Actions

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Individual Ticket Actions

From the ticket detail view:

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Quick Actions

Right-click (or use the ⋮ menu) on any ticket for quick actions without opening the detail view.

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Transcripts

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Viewing Transcripts

  1. Open a ticket (closed tickets have transcripts)
  2. Click View Transcript or Generate Transcript
  3. Transcript opens in new tab

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Transcript Contents

Transcripts include:
  • All messages in order
  • Timestamps
  • User avatars and names
  • Attached images (embedded)
  • File attachments (links)
  • Staff notes (optional)

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Sharing Transcripts

  • Copy the transcript URL
  • Links are permanent and don’t expire
  • Anyone with the link can view (no authentication required)
To keep transcripts private, don’t share the URL publicly.

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Exporting Data

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Export Options

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How to Export

1

Filter Tickets

Apply filters to select which tickets to export
2

Click Export

Select Export from the actions menu
3

Choose Format

Select CSV, JSON, or PDF
4

Download

File downloads automatically
Large exports may take time to generate. You’ll receive a download link when ready.

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Ticket Statistics

At the top of the ticket list, you’ll see:
  • Total Tickets: All-time count
  • Open Tickets: Currently open
  • Avg. Resolution Time: Time to close
  • Satisfaction Rate: If feedback enabled

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Tips for Efficient Management

Keyboard Shortcuts
  • j/k - Move up/down in list
  • Enter - Open selected ticket
  • Esc - Close detail view
  • c - Close ticket
  • a - Assign ticket
Save Time with Filters Create filter presets for common queries like “My open tickets” or “Urgent unassigned”
Use Tags Tag tickets by topic, product, or issue type for better organization and reporting

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