Ticket dashboard guide

Rafal Kloc
2 min read
updated: Jul 1, 2019

When you open HelpDesk, you’ll see the ticket dashboard. In this article, we’ll explain how to navigate your dashboard.

In this view, you can see 2 basic sections:

  • Folder list (on the left)
  • Ticket list (on the right)

Two sections of the ticket dashboard

Folder list

Folders help you navigate through different ticket lists. They are sorted by views or ticket status. Here, you will also find a search bar and the ‘+ New ticket’ button.

Folder list view

Also, you can easily spot the number of particular customer cases thanks to the counters.

Counters in the folder lists

Counters aren’t added to ticket lists related to the ‘Solved,’ ‘Closed,’ and ‘Spam’ statuses, as they may distract you. There’s a small chance that you’ll take them into account in your scope of work.
Counters aren’t added to ticket lists related to the ‘Solved,’ ‘Closed,’ and ‘Spam’ statuses, as they may distract you. There’s a small chance that you’ll take them into account in your scope of work.

Ticket list

Here you can see all the tickets from a specific folder. The list includes following ticket details:

  • Requester’s details
  • Subject
  • Agent
  • Status of the ticket
  • Date of the last message that was sent in the ticket thread

You can choose filters that will help you find tickets according to specific parameters. Learn more about filters.

Ticket list view

Open a ticket to write a message, access the message history, and the ticket details.

Ticket details and the thread in HelpDesk

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