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Tickets In The JS Help Desk!

Tickets

From your admin dashboard, navigate to Admin Dashboard > Dashboard Menu > Tickets. On the tickets page, you will find various options for the admin to manage the tickets. This is a ticket listing page for the admin. All the tickets will be displayed here, which are created by the admin, agents, and users.

Top Buttons

There are five buttons, each with a title and the corresponding number of tickets. The button titles are open, closed, answered, overdue, and all tickets.

Open

Admin clicks the open button the list of tickets will be displayed. In this list, those tickets are displayed that are still active and have not yet been resolved.

Answeard

Answered tickets are those tickets that receive a reply from the admin or the agent, but haven’t been closed yet. It could be awaiting user feedback.

Overdue

When the admin clicks on the overdue button displays the list of overdue tickets. Overdue tickets are those that have not been resolved within the due time.

Closed

When the admin clicks on the closed button displays the list of closed tickets. Closed tickets are those tickets that have been fully resolved and closed.

All Tickets

This represents the total number of tickets currently in the system. When the admin clicks on the all tickets button, tickets with status (open, answered, overdue, and closed) are displayed in this list.

This portion is a filter for my tickets listing page; it can be used to find tickets of any specific criteria. Admin filter tickets by subject, full name, email address, agent, department, priority, from date, to date, ticket ID, and ticket status. After filling criteria in the fields, click on the search button will show the ticket of that criteria. The reset button will disable the criteria and show all tickets.

This portion represents a single ticket. It has the photo, subject, from, departments, ticket status, ticket ID, priority, assigned to, and created date for a ticket. There are also four buttons on the right side of the ticket bottom named Edit Ticket, Delete Ticket, and Enforce Delete.

Edit Ticket

Admin can edit the ticket when clicking on the edit button.

Delete Ticket

Admin can delete the ticket by clicking on the delete button. The reference of a ticket will remain the same, but the ticket will be deleted.

Enforce Delete

Admin can delete the ticket by clicking on the enforce delete button. The ticket will be deleted, and the reference to the ticket will also be deleted.