Ticket List

The ticket list is the large frame on the left side of the support manager window.  At the top of the frame is the orange action bar.  It contains some basic navigational links to help you get around the support manager.  Directly below that is a blue navigation bar.  Displayed on the left side of the bar is the currently displayed department and status queue.  In the middle is a simple form field that will allow you to jump to a specific ticket using it's id number.  All the way on the right is a pull down menu that lets you refine the range of tickets that are being displayed.  You can view all of the tickets in the current status queue, all of 'My' tickets in the status queue or all tickets in the status queue that are currently unassigned to an admin user.

Below that is the ticket list itself.  Just above the list is a display of how many tickets are in the full list and which range is currently being displayed.  On the right side of the page are links to different pages in the list if multiple pages are necessary.  If the full list is able to be displayed on one page, these links are hidden.  In the middle above and below the ticket list itself is a reload ticket list link.  This will reload the ticket list and update the information displayed.

In the basic ticket list there are seven columns of information.  They are as follows:

Ticket Number: This is the unique identification number of the ticket.  This can be used in the form field at the top of the client list page to jump directly to the ticket at any time.  Each ticket and ticket response has a unique id number.  Clicking on this will load the 'View Ticket' page for that ticket.

Subject: This is the subject of the original ticket email.  Clicking on this will load the 'View Ticket' page for that ticket.

Author: This is the name and email address that accompanied the original email that created the ticket.

Date Opened:  This displays the amount of time since the ticket was opened.  It is displayed in terms of seconds, minutes, hours, etc.

Updated: This displays the amount of time since the last activity on the ticket in the same format as the date opened field.  It also displays what type of activity was most recent on the ticket.  'None' means that the ticket has not been responded to since it was originally created.  'Client' means that the latest activity was a client's emailed response.  'Staff' means that the latest activity was an emailed response from an admin user.  'Comment' means that the latest activity was a comment posted to the ticket by an admin user.  A comment is not emailed, but may or may not be visible by the client.

Priority: This displays the priority of the ticket.  The possible settings are Low, Normal, High and 911.  By default tickets are entered at a normal priority level.  However, if the system associates an incoming ticket with a client that has a different default priority level, it will update it accordingly.  Admin users can also update a ticket's priority level via the form in the 'View Ticket' page.

Owner: This displays the admin user that the ticket is currently assigned to.  If no owner is assigned, the ticket will be automatically assigned to the first admin that responds to it.  The owner can also be set via the form in the 'View Ticket' page.

At the right of each ticket in the list is a check box.  These check boxes can be used to carry out an action on multiple tickets at once.  Clicking 'toggle all' will check the each box in the currently visible list.  With the tickets selected, the user can create a mass reply using the 'reply to selected' link at the right.  This link will open a response page.  Once the response has been typed out, the user can click 'send replies' and a copy of the response will be emailed to each of the selected ticket's authors and added to the ticket histories. 

Also, the status of multiple tickets can be updated using the check boxes in the ticket list.  Once the desired tickets are selected using the check boxes, the user can select the status to set them to using the pull down menu in the bottom center of the ticket list.  Select the status and click 'go.'  The system will then update the tickets and file them accordingly.