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.
Understanding Support Tickets
A support ticket is a user's request for technical help or assistance. Tickets function like email threads, creating a conversation between users and support staff:
- Users submit tickets describing their problems or questions
- Administrators reply to tickets, which sends email responses to users
- Users can reply back via email, creating a conversation thread
- Internal notes allow staff communication without emailing the user
- Tickets track status, priority, assigned technician, and complete history
Think of the Support Center as your built-in help desk system - users submit requests, you respond and resolve them, all within Manage1to1.
Understanding the Ticket List
When you open the View Tickets page, you'll see a table displaying all support tickets you have permission to view.
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 |
| Action | Button to view/manage the ticket |
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
- Shows in "active tickets" views
Answered
- Support staff has replied
- Waiting for user to respond or confirm resolution
- May auto-close after period of inactivity (configurable)
User Replied
- User responded to your answer
- Ball is back in support staff's court
- Indicates ticket needs attention
On Hold
- Waiting for something (parts, approval, user availability, etc.)
- Temporarily paused
- Still active but not requiring immediate action
Closed
- Issue resolved
- Ticket conversation complete
- Archived for historical reference
Your district can customize these statuses, colors, and behaviors in support settings.
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 and show all tickets
Available Filters
User Filter
- Search for tickets by a specific user
- Type user's name to find their tickets
- 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
- Useful for: "Show only Open and User Replied tickets"
Building Filter
- Filter tickets from specific schools/buildings
- Multi-select: Choose multiple buildings
- Useful for: "Show tickets from Elementary School only"
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"
Combining Filters
You can use multiple filters together for targeted results:
Example combinations:
- Status: Open + Department: Technology = All open tech tickets
- User: John Smith + Status: Closed = John's resolved tickets
- Building: High School + Subject: password = Password reset requests from high school
- Status: User Replied + Technician: Unassigned = Tickets needing assignment
Sorting the Ticket List
Click any column header to sort by that column:
Sort by Department - Group tickets by help desk area Sort by Subject - Alphabetical subject order Sort by Submitter - See all tickets from specific users together 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
Taking Action on Tickets
Each ticket row has an Action column with a button to manage that ticket.
View/Reply to Ticket
Click the View or ticket subject to open the ticket profile. This shows:
- Complete ticket conversation (all messages)
- Reply form to respond to the user
- Internal notes section
- Ticket options (change status, department, priority, etc.)
- Complete ticket history
Learn more about the ticket profile →
Opening New Tickets
At the top right of the page, you'll see an Open New Ticket button.
To create a ticket:
- Click Open New Ticket
- Fill out the ticket form (user, department, subject, message)
- Submit the ticket
- Optionally send email notification to the user
Common uses for opening tickets:
- Creating tickets on behalf of users who called/walked in
- Documenting phone support conversations
- Pro-actively creating tickets for known issues
- Opening tickets for users without email access
Understanding Ticket Age
The Ticket Age column shows how long it's been since the ticket was created:
Examples:
- "2 hours ago" - Very recent ticket
- "1 day ago" - Created yesterday
- "5 days ago" - Been open for 5 days
- "2 weeks ago" - Getting old, may need attention
Why ticket age matters:
- Helps identify tickets falling through cracks
- Tracks response time performance
- Allows prioritization of oldest tickets
- Shows at-a-glance support backlog
Understanding Last Reply
The Last Reply column shows when the most recent message was posted:
Examples:
- "10 minutes ago" - Very recent activity
- "Just now" - Activity happening right now
- "3 days ago" - No recent activity
Why last reply matters:
- Shows which tickets are actively being worked on
- Identifies stale tickets with no recent updates
- Helps track if users are responding
- Indicates tickets that may need follow-up
Common Workflows
Scenario 1: Daily Ticket Review
Every morning, check for new tickets requiring response:
- Open View Tickets page
- Filter by Status: Open and User Replied
- Sort by Ticket Age (oldest first)
- Work through tickets from oldest to newest
- Reply to each ticket
- Update status to "Answered" after responding
- Assign tickets to specific technicians if needed
Scenario 2: Finding User's Ticket History
A user calls with a follow-up question about a previous ticket:
- Use the User filter
- Type the user's name
- Click Filter
- View all their tickets (open and closed)
- Click the relevant ticket to see conversation history
- Either add to existing ticket or open new one
Scenario 3: Department Workload Review
Check how many tickets are in the Technology department:
- Filter by Department: Technology
- Filter by Status: Open, User Replied, On Hold
- Review the count and ticket list
- Identify if workload is balanced
- Assign tickets to distribute work evenly
- Check ticket age to prioritize oldest requests
Scenario 4: End-of-Week Cleanup
Friday afternoon, close out resolved tickets:
- Filter by Status: Answered
- Sort by Last Reply (oldest first)
- Review tickets where users haven't responded
- If answered >3 days ago with no reply, consider closing
- Add note: "Closing due to no response. Resolved."
- Change status to Closed
- Repeat for all stale "Answered" tickets
Scenario 5: Building-Specific Support
You support multiple schools, want to focus on one building:
- Filter by Building: Elementary School
- Filter by Status: Open, User Replied
- Work through all elementary tickets
- Then switch building filter to Middle School
- Ensure each building gets attention
Tips for Using the Ticket List
✅ Do:
- Review tickets daily to avoid backlog
- Use filters to focus on actionable tickets (Open, User Replied)
- Sort by Ticket Age to prioritize old tickets
- Close tickets once resolved (keeps list clean)
- Use descriptive subjects when opening tickets
- Assign tickets to balance workload
❌ Don't:
- Let tickets sit in "Open" status forever
- Ignore tickets with no technician assigned
- Keep old "Answered" tickets open indefinitely
- Forget to check User Replied tickets (user is waiting!)
- Delete tickets (they're permanent records)
- Leave tickets unassigned if you have multiple support staff
Understanding Permissions and Access
Your ticket access is controlled by role permissions:
View Support Tickets
- See ticket list
- View ticket details
- Read ticket conversations
- Cannot reply or modify
View + Reply Permissions
- All View capabilities, plus:
- Reply to tickets
- Add internal notes
- Change ticket status/priority/department
- Assign tickets to technicians
Delete Support Tickets
- Separate permission for deleting tickets
- Use sparingly - tickets are historical records
- Only delete spam or mistakenly created tickets
Common permission combinations:
- View only: See tickets but can't respond (manager/supervisor review)
- View + Reply: Full support staff capabilities
- View + Reply + Delete: Senior support staff or administrators
If you need additional support permissions, contact your system administrator.
Next Steps
Now that you know how to find and view tickets, you might want to learn about:
- Opening Tickets - Create new support requests
- Ticket Profile - Manage ticket conversations and resolution
The View Tickets page is your help desk dashboard for managing all user support requests!