Each ticket grid throughout TeamSupport is laid out in the same fashion. The upper section provides quick tabs, actions and a ticket grid. If you have Ticket Views defined, they will be accessible by expanding down the My Tickets and/or All Tickets sections.

These grids have a number of powerful features which give you a great deal of control over the tickets and how you interact with them.

You can always click on one of the tickets in the grid, and it will be displayed in the adjustable review pane underneath the grid. If you double click on a ticket, it will open in a new tab.

Let’s start with the toolbar above the grid. You must select one or more tickets in order for the options to be applied. This is very powerful if you need to change multiple tickets at once. If you would like to select a large number of tickets in a row, you check the box on the first ticket, click and hold the shift button, then check the box on the last ticket. This will check the boxes of all tickets in between the first and last ticket.

Toolbar

  • New Ticket: Create a new ticket.
  • Take Ownership: This will change the owner of the ticket to you.
  • Request Update: When someone else owns the ticket but you would like to remind them to update the ticket, clicking this button will generate an email to the ticket owner.
  • Delete: Delete the selected ticket. Note that you can only delete tickets that you have created, unless you are an admin in which case you can delete any ticket in the system.
  • Export Tickets: This will export the entire list of tickets displayed in the grid to a CSV formatted file.
  • Select Columns: TeamSupport has a large number of fields which can be displayed in the grids, and this button allows you to select which fields will be displayed in your TeamSupport user. By creating a Ticket View, you can have access to more columns.
  • Show/Hide View Pane: You may show the View Pane at the bottom of the ticket grid so that you can quickly review tickets, or you make hide it so that you have more screen space to display your tickets in the grid.
  • Refresh: Refreshes the ticket grid
  • More: There are additional options under the More button:

  • Assign user: Assigns selected tickets to a designated user.
  • Assign group: Assigns selected tickets to a designated group.
  • Change status: Assigns selected tickets to a designated status.
  • Change severity: Assigns selected tickets to a designated severity.
  • Change due date: Changes the due date on selected ticket(s).
  • Mark as read/unread: Marks the selected tickets to Read or Unread.
  • Flag/Remove Flag: Flags, or un-flags the selected tickets. Flagged tickets also show up under the “Flagged Tab” on the My Tickets Grid. You can automatically change flag a ticket using Ticket Automation.
  • Subscribe/Unsubscribe: Subscribes or Unsubscribes the current user to the selected tickets.
  • Enqueue/Dequeue: Adds or removes the selected tickets from the user’s Queue.
  • Bulk Merge: You may select multiple tickets to merge into a single ticket.
  • Make Visible/Non-Visible to Customers: Changes the visibility of tickets. This applies to the visibility of the entire ticket, rather than the visibility of the actions within a ticket. For example, if a ticket was once public, and you change it to private, the customer would no longer see the ticket on their Customer Hub. No emails will be sent out with this change.

You can select which fields are displayed in the grids with the Select Columns button, and you can also change the order of the fields simply by dragging and dropping the column headers. In addition, clicking on a field header will sort the grid by that column.

The following image shows the use of the various icons and buttons which are in the ticket grids.
Options Within the Ticket Grids

Note that you can click directly on the icon to toggle between on and off.

  • Select Ticket: You can select multiple tickets at once.
  • Open Ticket: The “Open Ticket” icon will change color depending on the SLA status. The colors are: Red for violation, Yellow for warning, and Green for no issues.
  • Read/Unread: Any time a ticket has a new action (from another TeamSupport user, Ticket Automation, a customer, ect.) that you have not yet read, the blue dot will appear and that line will be displayed in bold. Additionally, the number of tickets which are marked as “Unread” will be displayed in parenthesis next to “My Tickets” on the left hand navigation.
  • Flag/Unflag: Flags, or un-flags the selected tickets. Flagged tickets also show up under the “Flagged Tab” on the My Tickets Grid. You can automatically change flag a ticket using Ticket Automation.
  • Subscribe/Unsubscribe: Subscribes or Unsubscribes the current user to the selected tickets.
  • Enqueue/Dequeue: Adds or removes the selected tickets from the user’s Queue.

There are multiple tabs in the My Tickets section to help organize your tickets.

Tabs

  • Open: Shows all of the open tickets that are assigned to you.
  • My Groups: Shows all of the open tickets that are assigned to your group. These tickets might be assigned to other users. This is a great tool to use to quickly find tickets which are in your group that you can help to address.
  • Subscribed: Shows all of the tickets which you are currently subscribed to.
  • Flagged: Shows all of the tickets which you have marked with the “Flag” icon.
  • Closed: Shows all of the tickets which were assigned to you, that have now been closed.
  • All: Shows all tickets that are currently assigned to you, regardless of status. This includes closed tickets.
  • Queue: This tab displays and allows you to prioritize the tickets which have been added to your Queue.
  • Reminders: This is a Support Desk only feature. Enterprise Edition customers utilize the Tasks feature. Allows you to view and manage your ticket and customer reminders.

Ticket Views

Ticket Views help you to find and manage your tickets by allowing you to select columns and filter data similar to a report. Click here to learn more about Ticket Views.

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