Ticket Management
Every request, tracked from first message to final resolution.
A single workspace where support teams triage, assign, respond, complete required tasks and resolve tickets — with the full history retained on every record.
Hemant · Customer
Users cannot submit attachments from the mobile portal. Screenshot attached.
receipt.pdf · 08/17/26 02:53 PM
Mayur I. · Internal note
Reproduced on iOS Safari. Assigning to Pournima, priority stays Medium.
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Ticket properties
- Status
- In Progress
- Priority
- Medium
- Assign to
- Pournima W.
- Type
- Access origin
- Sub category
- Access pending
Tasks to do
- Verify customer account
- Reproduce on device
- Attach fix reference
Capabilities
What the module does
Create and edit tickets
Raise tickets from the portal or admin side, edit details, bulk update and remove tickets when needed.
Assignment and ownership
Assign tickets to staff members, reassign as workload shifts and track unassigned queues.
Priority and status
Track new, open, assigned, in-progress, resolved, closed and reopened states with priority levels.
Comments and internal notes
Public replies to customers, internal notes for the team and dedicated resolution messages.
Ticket tasks and todos
Attach reusable task checklists so required handling steps are completed before resolution.
History and reopen
View complete ticket history, create child tickets on replies to closed tickets and reopen when follow-up is needed.
Why it matters
Structured handling instead of scattered follow-ups.
Every ticket carries its own context — properties, conversation, notes, tasks and age tracking — so any agent can pick it up and continue without asking around.
- Filtered views for all, new, assigned, unassigned, in-progress and resolved tickets
- Bulk updates and pagination for high-volume queues
- Age tracking on ticket and status level
- Attachments supported on customer submissions
Unresolved
Open
Pending
Unassigned
Tickets trend
Tickets by status