> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ticketcord.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket Management

> View, search, filter, and manage tickets in the dashboard

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

## Viewing Tickets

### Ticket List

The main ticket view shows:

| Column       | Description                      |
| ------------ | -------------------------------- |
| **ID**       | Unique ticket identifier         |
| **Subject**  | Ticket title or first message    |
| **Creator**  | User who opened the ticket       |
| **Status**   | Open, Closed, or Pending         |
| **Priority** | None, Low, Medium, High, Urgent  |
| **Assigned** | Staff member handling the ticket |
| **Created**  | When the ticket was opened       |
| **Updated**  | Last activity timestamp          |

### Ticket Details

Click any ticket to view:

* Full conversation history
* Attached files and images
* Internal staff notes
* Activity timeline
* Ticket metadata

## Searching Tickets

### Quick Search

Use the search bar to find tickets by:

* Ticket ID
* Creator username
* Message content
* Tags

### Advanced Filters

Click **Filters** to narrow results:

<AccordionGroup>
  <Accordion title="Status Filters">
    * All tickets
    * Open only
    * Closed only
    * Pending approval
  </Accordion>

  <Accordion title="Date Filters">
    * Created date range
    * Last updated range
    * Closed date range
  </Accordion>

  <Accordion title="Assignment Filters">
    * Unassigned
    * Assigned to me
    * Assigned to specific staff
  </Accordion>

  <Accordion title="Priority Filters">
    * Any priority
    * Specific priority level
    * Urgent only
  </Accordion>

  <Accordion title="Category Filters">
    * Specific ticket category
    * Multiple categories
  </Accordion>
</AccordionGroup>

<Tip>
  Combine multiple filters to create precise queries. Filters persist across sessions.
</Tip>

## Bulk Operations

<Info>
  Bulk operations are available on **Basic** plan and above.
</Info>

### 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

### Available Bulk Actions

| Action           | Description                 |
| ---------------- | --------------------------- |
| **Close**        | Close all selected tickets  |
| **Assign**       | Assign to a staff member    |
| **Set Priority** | Change priority level       |
| **Add Tag**      | Apply a tag to all selected |
| **Export**       | Download selected tickets   |
| **Delete**       | Permanently delete selected |

<Warning>
  Bulk delete is permanent and cannot be undone. Transcripts are also deleted.
</Warning>

### Performing Bulk Actions

<Steps>
  <Step title="Select Tickets">
    Check boxes next to tickets or use Select All
  </Step>

  <Step title="Choose Action">
    Click the action button in the toolbar
  </Step>

  <Step title="Confirm">
    Review the action and confirm
  </Step>

  <Step title="Wait for Completion">
    Progress indicator shows completion status
  </Step>
</Steps>

## Ticket Actions

### Individual Ticket Actions

From the ticket detail view:

| Action                  | Description             |
| ----------------------- | ----------------------- |
| **Close**               | Close the ticket        |
| **Reopen**              | Reopen a closed ticket  |
| **Claim**               | Assign to yourself      |
| **Transfer**            | Assign to another staff |
| **Add Note**            | Add internal note       |
| **Set Priority**        | Change priority         |
| **Generate Transcript** | Create transcript file  |
| **Delete**              | Permanently delete      |

### Quick Actions

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

## Transcripts

### Viewing Transcripts

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

### Transcript Contents

Transcripts include:

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

### Sharing Transcripts

* Copy the transcript URL
* Links are permanent and don't expire
* Anyone with the link can view (no authentication required)

<Note>
  To keep transcripts private, don't share the URL publicly.
</Note>

## Exporting Data

### Export Options

| Format   | Contents                                  |
| -------- | ----------------------------------------- |
| **CSV**  | Ticket metadata (ID, status, dates, etc.) |
| **JSON** | Full ticket data including messages       |
| **PDF**  | Formatted transcript document             |

### How to Export

<Steps>
  <Step title="Filter Tickets">
    Apply filters to select which tickets to export
  </Step>

  <Step title="Click Export">
    Select **Export** from the actions menu
  </Step>

  <Step title="Choose Format">
    Select CSV, JSON, or PDF
  </Step>

  <Step title="Download">
    File downloads automatically
  </Step>
</Steps>

<Info>
  Large exports may take time to generate. You'll receive a download link when ready.
</Info>

## 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

## Tips for Efficient Management

<Tip>
  **Keyboard Shortcuts**

  * `j/k` - Move up/down in list
  * `Enter` - Open selected ticket
  * `Esc` - Close detail view
  * `c` - Close ticket
  * `a` - Assign ticket
</Tip>

<Tip>
  **Save Time with Filters**
  Create filter presets for common queries like "My open tickets" or "Urgent unassigned"
</Tip>

<Tip>
  **Use Tags**
  Tag tickets by topic, product, or issue type for better organization and reporting
</Tip>

<Card title="Need Help?" icon="headset" href="https://ticketcord.net/discord">
  Join our Discord for support
</Card>