View Tickets
The View Tickets page is your help desk command center, showing all support tickets submitted by users throughout your organization. This is where you monitor incoming requests, track response times, and manage the complete support ticket workflow.
You can access this page from the main navigation under Support Center > View Tickets.
To view this page, you need the View Support Tickets permission assigned to your administrator role.
Queue Tabs
At the top of the ticket list, you'll see queue tabs that let you quickly switch between different views of your tickets:
- All Tickets — every active ticket you have permission to see
- My Tickets — only tickets assigned to you as the technician
- Unassigned — tickets with no technician assigned (need someone to pick them up)
Each tab shows a live count badge so you can see at a glance how many tickets are in each queue. Counts update automatically with the auto-refresh timer.
Switching tabs filters the table instantly — no page reload. Your selected tab is remembered between page visits, so if you prefer working from the "My Tickets" view, it will stay there when you come back from a ticket profile.
Custom Queue Tabs
You can create up to 3 custom queue tabs with your own filter criteria. These are personal to your account and won't affect other administrators.
To create custom tabs:
- Click the gear icon to the right of the queue tabs
- Select Manage Custom Tabs
- Click Add Tab to create a new custom tab
- Configure the tab:
- Tab Title — a short name for the tab (e.g., "Urgent", "My Department")
- Statuses — which ticket statuses to include
- Departments — which departments to filter by
- Assignment — all technicians or only tickets assigned to you
- Click Save
Custom tabs appear alongside the built-in tabs and include their own count badges.
Example custom tabs:
- "Urgent" — only High priority tickets assigned to you
- "Device Repairs" — all tickets in the Device Repairs department
- "Needs Response" — only User Replied tickets across all departments
Auto-Refresh
The ticket list automatically refreshes at regular intervals so you always see the latest tickets without manually reloading the page.
Configuring the Refresh Interval
Click the gear icon to the right of the queue tabs to see refresh options:
| Interval | Best For |
|---|---|
| 1 minute | Active help desk monitoring |
| 3 minutes | Busy support periods |
| 5 minutes | Default — good for most workflows |
| 10 minutes | Light support volume |
| 15 minutes | Background monitoring |
| Disabled | Manual refresh only |
Your selected interval is saved to your account and persists between sessions.
How Auto-Refresh Works
- A countdown timer appears next to the gear icon showing when the next refresh will occur
- The table and all queue tab counts update silently — your scroll position and current page are preserved
- Refresh is paused automatically when you switch to another browser tab (shows "Paused")
- Refresh resumes immediately when you return to the tab
- Switching queue tabs resets the countdown timer
Filtering and Searching Tickets
The View Tickets page includes powerful filtering tools to help you find specific tickets or narrow down the list.
Expanding the Filter Panel
At the top of the ticket list, you'll see a collapsed Filter/Search section:
- Click the filter panel header to expand it
- Multiple filter options appear
- Set your desired filters
- Click Filter to apply
- Click Reset to clear all filters back to defaults
When filters are active, a Filtered badge appears in the filter panel header so you always know filtering is in effect — even when the panel is collapsed.
Available Filters
User Filter
- Search for tickets by a specific user
- Type at least 3 characters of a user's name to search
- Useful for: "Show me all John Smith's tickets"
Status Filter
- Filter by ticket status (Open, Answered, Closed, etc.)
- Multi-select: Choose multiple statuses at once
- Defaults to showing "waiting" statuses (Open, User Replied, On Hold)
- Useful for: "Show only User Replied tickets"
Building Filter
- Filter tickets from specific schools/buildings
- Multi-select: Choose multiple buildings
- Defaults to all buildings you have access to
- Useful for: "Show tickets from Elementary School only"
Department Filter
- Filter by help desk department
- Multi-select: Shows all departments you have access to
- Useful for: "Show only Device Repairs tickets"
Ticket ID
- Find a specific ticket by its ID number
- Exact match search
- Useful for: "Find ticket #12345"
Ticket Subject
- Search ticket subjects for keywords
- Partial match (finds "WiFi" in "WiFi not connecting")
- Useful for: "Find all WiFi-related tickets"
Ticket Content
- Search the message content within tickets
- Searches both initial ticket and all replies
- Useful for: "Find tickets mentioning Chromebook charger"
Filter Persistence
Your filter selections are saved to your session automatically. When you navigate to a ticket profile and come back, your filters are restored exactly as you left them. This includes status, building, and department selections.
Combining Filters
You can use multiple filters together for targeted results. Filters work alongside queue tabs — for example, you can be on the "My Tickets" tab and also filter by a specific department and status.
Resetting Filters
Click the Reset button to instantly restore all filters to their defaults without reloading the page:
- Status returns to default waiting statuses
- Building returns to all your assigned buildings
- Department, user, subject, content, and ticket ID are cleared
- The "Filtered" badge disappears
Understanding the Ticket List
What You'll See in the Table
The ticket table displays these columns:
| Column | What It Shows |
|---|---|
| Department | Which help desk department the ticket is routed to |
| Subject | The ticket's subject line (what the user needs help with) |
| Submitter | Who created the ticket (student, staff member, or guest) |
| Status | Current ticket state (Open, Answered, Closed, etc.) |
| Technician | Administrator assigned to handle the ticket (or "Unassigned") |
| Ticket Age | How long ago the ticket was created |
| Last Reply | When the most recent response was posted |
Ticket Statuses
Ticket statuses track where a request stands in your workflow. Statuses are customizable by your district, but common ones include:
Open
- New ticket, not yet answered
- Waiting for initial response from support staff
Answered
- Support staff has replied
- Waiting for user to respond or confirm resolution
User Replied
- User responded to your answer
- Indicates ticket needs attention
On Hold
- Waiting for something (parts, approval, user availability, etc.)
- Temporarily paused
Closed
- Issue resolved
- Ticket conversation complete
Your district can customize these statuses, colors, and behaviors in support settings.
Sorting the Ticket List
Click any sortable column header to sort by that column:
- Sort by Status — group by Open, Answered, Closed, etc.
- Sort by Ticket Age — find oldest or newest tickets
- Sort by Last Reply — see which tickets are most/least recently updated
Bulk Actions
When you need to update many tickets at once — reassigning after a technician leaves, closing duplicates after an outage, or categorizing a backlog — you can act on several tickets in a single step instead of opening each one.
Selecting Tickets
Every row in the ticket list has a checkbox on the left:
- Select individual tickets — click the checkbox on any row.
- Select everything on the page — click the checkbox in the column header.
- Select every ticket matching your filter — once the page is selected, a link appears (for example, Select all 435 matching this filter). This applies your next action to the entire filtered set, not just the tickets visible on the current page.
As soon as one ticket is selected, the bulk action bar appears above the list.
Available Bulk Actions
| Action | What it does |
|---|---|
| Assign | Assign the selected tickets to a technician, or set them to Unassigned. |
| Status | Change the status of the selected tickets — for example, to Closed. |
| Priority | Set the selected tickets to Low, Medium, or High. |
| Fields | Update custom field values (such as Request Type or System). |
| Merge | Combine the selected tickets into one. |
| Delete | Permanently delete the selected tickets. |
Every action asks you to confirm before it runs and shows how many tickets will be affected. Each ticket keeps a record of the change in its history.
Updating Custom Fields in Bulk
The Fields action sets custom field values across many tickets at once — handy for categorizing older tickets after introducing a new set of fields.
Because custom fields are defined per department, the Fields button is only available when every selected ticket belongs to the same department. If your selection spans more than one department, narrow it down (or filter to a single department) first. In the dialog, any field left as Leave unchanged is not modified.
Merging Tickets
Use Merge to combine duplicate tickets into one:
- Select the tickets you want to merge (two or more).
- Click Merge.
- Choose the primary ticket to keep — the others fold into it.
When tickets are merged, the messages from the other tickets are added as replies on the primary ticket, so the whole conversation lives in one place. The merged tickets are then closed and marked Merged into the primary, where they stay for your records.
You can also merge one ticket at a time from that ticket's own Options tab by typing the destination ticket number.
Deleting Tickets
Delete permanently removes the selected tickets and their conversations. This cannot be undone, so you'll be asked to confirm. Deleting requires the appropriate permission — if you don't see the Delete button, your role doesn't allow it.
Taking Action on Tickets
Click the ticket subject or row to open the ticket profile, where you can:
- View the complete ticket conversation
- Reply to the user, attaching screenshots or files to your response
- Add internal notes (with their own private attachments)
- Change status, priority, department, or assigned technician
- View complete ticket history
Opening New Tickets
At the top right of the page, click Open New Ticket to create a ticket on behalf of a user. This is useful for:
- Documenting phone or walk-in support conversations
- Proactively creating tickets for known issues
- Opening tickets for users without email access
Tips
- Use My Tickets to focus on your personal queue during busy periods
- Check Unassigned regularly to pick up new tickets that need an owner
- Set up a custom tab for your primary department to stay focused
- The 1-minute refresh interval is great for active help desk shifts
- Filtered badge in the header reminds you when you're not seeing all tickets
- Reset clears filters instantly without reloading — much faster than navigating away and back
Understanding Permissions and Access
Your ticket access is controlled by role permissions and department assignments:
- View Support Tickets — see and read tickets
- Reply permissions — respond to tickets, add notes, change status
- Delete Support Tickets — remove tickets (use sparingly)
- Department access — you only see tickets in departments assigned to your account
If you need additional support permissions, contact your system administrator.