Ticket History Tab
The Ticket History tab provides a complete chronological record of all support tickets associated with a user. Think of it as the help desk conversation log - showing every support request submitted, issues reported, questions asked, and resolutions provided throughout the user's time in the district.
This tab is essential for understanding support patterns, coordinating ongoing help, avoiding duplicate work, and providing informed assistance.
To view the Ticket History tab, you need both the View Users permission AND the View Support Tickets permission assigned to your role. If you lack View Support Tickets permission, this tab won't be visible.
Understanding Ticket History
Think of ticket history as a complete support conversation archive - every time this user requested help, reported a problem, or asked a question through the help desk system.
What ticket history shows:
- All support tickets (current and historical)
- Ticket subjects and descriptions
- Department assignments (IT, Library, Administration, etc.)
- Ticket statuses (Open, In Progress, Resolved, Closed)
- Assigned technicians
- Creation and resolution dates
- Ticket priorities
What ticket history doesn't show:
- Full ticket conversation threads (see individual ticket profile)
- Internal technician notes (see individual ticket profile)
- Attached files or screenshots (see individual ticket profile)
Why ticket history is important:
- Pattern identification - Recognize recurring issues or problem areas
- Context for support - See previous issues before providing help
- Avoiding duplication - Check if issue was already reported or resolved
- Communication tracking - Understand user's support experience
- Quality assurance - Monitor response times and resolution effectiveness
- Training needs - Identify users needing additional training based on support patterns
What You'll See on the Tab
The Ticket History tab displays a table showing all support ticket records for this user:
Ticket History Table Columns
| Column | What It Shows |
|---|---|
| Ticket # | Unique ticket identifier (clickable to open ticket profile) |
| Date | When the ticket was created/submitted |
| Subject | Brief description of the issue or request |
| Department | Support department assigned (IT, Library, etc.) |
| Status | Current ticket state (Open, In Progress, Resolved, Closed) |
| Assigned To | Technician assigned to the ticket (if any) |
| Priority | Ticket priority (Low, Normal, High, Urgent) |
| Actions | View Ticket |
Visual indicators:
- Open tickets - May be highlighted or marked with open status badge
- In Progress tickets - May show active work indicator
- Resolved tickets - Standard formatting, marked as complete
- Closed tickets - May be grayed out or marked as archived
Example active ticket:
Ticket #: 2024-001234
Date: 11/20/2024
Subject: Cannot connect to WiFi in library
Department: IT Support
Status: In Progress
Assigned To: John Smith
Priority: Normal
Actions: [View]
Example resolved ticket:
Ticket #: 2024-000890
Date: 10/15/2024
Subject: Forgot password for student portal
Department: IT Support
Status: Resolved
Assigned To: Jane Doe
Priority: Normal
Actions: [View]
Ticket Statuses
Tickets move through various statuses during their lifecycle:
Open / New
What it means:
- Ticket has been submitted
- No technician assigned yet
- Awaiting initial triage and assignment
What to do:
- Review ticket details
- Assign to appropriate technician or department
- Set priority if not already set
- Begin work or investigation
In Progress / Assigned
What it means:
- Ticket has been assigned to a technician
- Work is actively happening
- Resolution in process
What it indicates:
- Issue is being worked on
- User should expect updates from assigned technician
- May require user follow-up or additional information
Pending Response / Waiting on User
What it means:
- Technician needs additional information from user
- Waiting for user to test solution
- User action required before ticket can continue
What to do:
- Follow up with user if no response after reasonable time
- Check if user has responded (may need to view ticket profile)
- Close ticket if no response after extended period (per district policy)
Resolved
What it means:
- Issue has been solved
- Solution provided to user
- Awaiting user confirmation that issue is fixed
What it indicates:
- Technician considers issue resolved
- User should verify solution works
- Ticket will close automatically if no further issues reported (time period varies)
Closed
What it means:
- Ticket is complete
- Issue resolved and confirmed
- No further action needed
- Historical record preserved
What it indicates:
- Support interaction is finished
- Resolution documented for future reference
- If same issue recurs, new ticket should be created
Ticket Departments
Tickets may be assigned to various support departments:
IT Support
Common ticket types:
- Device technical issues (won't power on, broken hardware)
- WiFi/network connectivity problems
- Software/application issues
- Password resets
- Account access problems
Library
Common ticket types:
- Library portal access issues
- Ebook/digital resource problems
- Library account questions
Administration
Common ticket types:
- General questions
- Policy clarifications
- Non-technical requests
Other Departments
Districts may configure additional departments:
- Curriculum & Instruction - Educational software, learning platforms
- Student Services - Special accommodations, accessibility
- Transportation - (if managed through same system)
Ticket Priorities
Tickets are categorized by urgency:
Low Priority
- Minor inconveniences
- Non-urgent questions
- Enhancement requests
- Example: "Can I change my profile picture?"
Normal Priority
- Standard support requests
- Typical technical issues
- Most common priority level
- Example: "My device is slow"
High Priority
- Significant issues affecting work/learning
- Multiple users affected
- Time-sensitive requests
- Example: "Can't access online quiz due in 1 hour"
Urgent Priority
- Critical issues blocking work/learning
- Security concerns
- District-wide outages
- Example: "Entire classroom can't connect to WiFi during test"
Common Use Cases
Scenario 1: User Reports Same WiFi Issue Again
A student submits a new help desk ticket about WiFi connectivity:
- Open student's user profile
- Click Ticket History tab
- Review recent tickets:
- Ticket #2001: "Cannot connect to WiFi" - Resolved 09/15/2024
- Ticket #2050: "WiFi keeps disconnecting" - Resolved 10/20/2024
- Ticket #2103: "Cannot connect to WiFi in library" - Open today
- Identify pattern: 3 WiFi issues in 2 months
- Click View on resolved tickets to see what solutions were tried:
- Ticket #2001: Solution was "forget network and reconnect"
- Ticket #2050: Solution was "update device operating system"
- Determine: Previous solutions were temporary, likely hardware issue
- Decision: Replace device rather than trying same fixes again
- Document pattern in ticket response
Result: Pattern identified, more effective solution provided based on support history.
Scenario 2: Avoiding Duplicate Ticket Work
Help desk receives email from parent about device issue, but there's already a ticket:
- Open student's user profile
- Click Ticket History tab
- Check for recent tickets:
- Ticket #2024-001890: "Screen flickering", Status: In Progress, Assigned: John Smith
- Note: Ticket already exists and is actively being worked
- Contact parent: "We already have your ticket and John Smith is working on it. You should receive an update today."
- Add note to existing ticket about parent's follow-up call
Result: Avoided creating duplicate ticket, reassured parent, streamlined support.
Scenario 3: Training Needs Identification
Technology coordinator reviewing users with high support volumes:
- Open user profile for students with many tickets
- Click Ticket History tab
- Review ticket subjects and patterns:
- Student A: 10 tickets, all about "forgot password"
- Student B: 8 tickets, all about "how to submit assignment online"
- Student C: 2 tickets, both technical hardware issues
- Identify: Students A and B need training, not technical support
- Create training plan:
- Student A: Password management training
- Student B: Learning platform tutorial
- Document training needs in user Notes tab
- Schedule training sessions
Result: Training intervention based on support data, reduces future ticket volume.
Scenario 4: Parent Questions About Support Response Time
A parent calls asking why their child's issue hasn't been resolved:
- Open student's user profile
- Click Ticket History tab
- Find recent ticket:
- Ticket #2024-002100: "Cannot log into student portal"
- Date: 11/18/2024 (2 days ago)
- Status: Pending Response
- Assigned: Jane Doe
- Click View to open ticket profile
- Review ticket thread:
- 11/18: Student submitted ticket
- 11/18: Jane responded requesting student ID number
- No response from student yet
- Explain to parent: "We responded same day requesting the student ID number to look up the account. Once we receive that, we can reset the password immediately."
- Get student ID from parent, update ticket
Result: Clarified status, obtained needed information, ticket can now be resolved.
Scenario 5: Reviewing Resolved Ticket for Similar Issue
A student has a new issue similar to a previous problem:
- Open student's user profile
- Click Ticket History tab
- Search for similar past tickets:
- Ticket #2024-001500: "Cannot print from Chromebook" - Resolved 09/20/2024
- Click View to see how it was resolved:
- Solution: "Installed print driver extension"
- Instructions provided in ticket response
- Try same solution for new issue
- If works: Resolve quickly without extended troubleshooting
- If doesn't work: Escalate knowing that solution was already attempted
Result: Faster resolution using documented previous solution.
Ticket Actions
View Ticket
Click View to open the full ticket profile page.
What you'll see:
- Complete ticket details (full description, not just subject)
- Full conversation thread (all messages between user and technicians)
- Internal technician notes (not visible to user)
- Attached files, screenshots, diagnostic information
- Status history (when status changed and by whom)
- Assignment history (which technicians worked on it)
- Priority and category information
- Resolution documentation
When to use:
- Need complete context for ticket
- Reviewing previous solutions
- Understanding conversation history
- Checking internal notes
- Researching resolution for similar issues
Identifying Support Patterns
The Ticket History tab helps identify concerning or noteworthy patterns:
High Ticket Volume
What to look for:
- Many tickets in short time period
- Example: 10 tickets in 2 weeks
What it may indicate:
- User needs training on basic functions
- Ongoing technical issue with their device
- User having difficulty with specific application or platform
- Possible device replacement needed
Actions to consider:
- Review ticket subjects for patterns
- Provide targeted training
- Consider device replacement if hardware-related
- Schedule one-on-one help session
Repeat Issue Types
What to look for:
- Same type of issue repeatedly
- Example: 5 "forgot password" tickets in one semester
What it may indicate:
- User needs password management training
- Password policy too complex for user's age/ability
- User may benefit from password manager
- May need simpler authentication method
Actions to consider:
- Provide password management training
- Set up password manager or recovery options
- Consider SSO (single sign-on) if available
- Document need for assistance in Notes tab
Unresolved or Abandoned Tickets
What to look for:
- Multiple tickets showing "Pending Response" with no user reply
- Tickets that stay open for extended periods
What it may indicate:
- User not checking email or notifications
- User doesn't understand how to respond
- Issue resolved outside ticketing system
- User communication gap
Actions to consider:
- Contact user directly (phone, in-person)
- Train user on checking ticket updates
- Close abandoned tickets per district policy
- Document communication challenges in Notes tab
Priority Escalation Patterns
What to look for:
- User frequently marking tickets as "Urgent" when not urgent
- Or opposite: Never using urgent even for critical issues
What it may indicate:
- User doesn't understand priority system
- User attempting to get faster service
- User legitimately has more urgent needs (special circumstances)
Actions to consider:
- Educate on appropriate priority use
- If legitimate urgent needs, document in profile
- If inappropriate escalation, coaching conversation
Cross-Referencing with Other Tabs
The Ticket History tab provides valuable context when used with other profile tabs:
User Information Tab
Use together to:
- See current device checkouts related to support tickets
- Understand user's building/grade context for support
- Check compliance status that may affect support
Example: Ticket History shows WiFi tickets, User Information shows user has Chromebook model known for WiFi issues.
Checkout History Tab
Use together to:
- Match support tickets to specific device checkouts
- Determine if tickets correlate with new device assignments
- Identify if device-specific issues vs. user training issues
Example: Student got new device 09/15, all support tickets started after that date, indicates device-specific issue.
Incident History Tab
Use together to:
- Check if support tickets led to incident reports
- Determine if technical issues were actually damage
- Cross-reference device problems with damage history
Example: Support ticket "Screen has lines" led to incident report "Damaged LCD panel."
Notes Tab
Use together to:
- Document support patterns and interventions
- Record training provided based on ticket history
- Note communication preferences or challenges
Example: Notes tab documents "Student struggles with password management, see ticket history for pattern."
Tips for Using Ticket History
✅ Do:
- Review ticket history before responding to new support requests
- Check for patterns of repeat issues
- Reference previous solutions when similar issues occur
- Use ticket history to identify training needs
- Cross-reference with other tabs for complete context
- Document patterns in Notes tab for future reference
- Close abandoned tickets per district policy
❌ Don't:
- Assume issue is new without checking ticket history
- Ignore patterns of repeat tickets (may indicate need for intervention)
- Try same failed solutions without noting previous attempts
- Create duplicate tickets for same ongoing issue
- Delete historical tickets (permanent support record)
- Overlook communication gaps (pending response with no user reply)
- Skip reviewing resolved tickets when similar issues arise
Common Questions
Q: What's the difference between "Active Tickets" and this Ticket History tab? Some systems show "Active Tickets" on the User Information tab (only Open/In Progress tickets). The Ticket History tab shows ALL tickets, including Resolved and Closed ones.
Q: Can I create a new ticket from this tab? Typically no. Ticket creation is usually done through the help desk portal or dedicated ticket creation page. This tab is for viewing history only.
Q: Why would a ticket show as "Open" but have no assigned technician? Open/New tickets haven't been triaged and assigned yet. They're in the queue waiting for a technician to review and take ownership.
Q: Can I reopen a closed ticket? This depends on your ticketing system configuration and your permissions. Generally, it's better to create a new ticket that references the old ticket number if the issue recurs.
Q: How long are ticket histories kept? Ticket history is typically maintained indefinitely for support tracking and quality assurance. Check with your system administrator for specific data retention policies.
Q: What if a user has duplicate tickets for the same issue? Merge or close duplicates, keeping the primary ticket active. Reference the duplicate ticket numbers in the primary ticket notes.
Q: Can users see their own ticket history? If they have access to the student/staff portal, they can typically see their own submitted tickets. The full administrator view shown here includes internal notes and additional data not visible to users.
Q: What does "Pending Response" mean? The ticket is waiting for the user to respond. This typically happens when a technician asks a follow-up question or requests additional information.
Q: Why would priority be changed after ticket submission? Technicians may adjust priority during triage to reflect actual urgency. Users may not always assess priority accurately.
Q: Can I export ticket history for a user? Export options depend on system configuration. Typically you can export the ticket history table or use district-wide ticket reports.
Q: What if a ticket is assigned to a technician who no longer works here? Reassign the ticket to an active technician. Update the assignment and notify the user if needed.
Q: How can I tell if a ticket is actually resolved vs. just marked resolved? Click View to open the ticket and review the resolution notes and user's final response. Properly resolved tickets should have documentation of the solution and user confirmation.
Q: Why don't I see the Ticket History tab at all? You're missing the View Support Tickets permission. Contact your system administrator to request this permission if you need access to support ticket data.
Q: What if a student submits tickets about non-technical issues? Route the ticket to the appropriate department (Administration, Counseling, etc.) or help the user understand what the ticketing system is for. Document if pattern continues.
The Ticket History tab provides a complete chronological record of all support interactions for a user. This permanent archive supports pattern identification, informed support delivery, training needs assessment, communication tracking, and quality assurance for help desk operations.