Viewing Ticket Details
The Support System provides an intuitive card view interface for browsing tickets. Click any ticket card to open a detailed tray where you can view all properties, leave comments, and track activity history.
Card View
In the card view (Kanban board), tickets are grouped into three tabs so you can focus on the right slice of work: Needs Action, Blocked & Waiting, and Resolved. Each tab shows a badge count for the tickets in that view, and the Resolved tab uses the last 30 days so the count stays useful.
- Ticket Title: Brief description of the issue or request
- Ticket ID: Unique identifier for easy reference
- Priority: Visual indicator of urgency level
- Last Updated: Date of the most recent activity
Each tab only shows the columns relevant to that workflow stage, and empty columns are hidden by default so the board stays compact. Needs Action focuses on active work, Blocked & Waiting covers tickets that are paused for a dependency or response, and Resolved captures recently finished tickets.
Opening the Ticket Tray
To view full ticket details, simply click on any ticket card. This opens a slide-out tray from the right side of the screen, displaying comprehensive information about the selected ticket.
The tray provides a focused view of the ticket without navigating away from your current board or list view, allowing you to quickly browse through multiple tickets while maintaining context.
Browsing Ticket Properties
Once the tray is open, you can browse through all ticket properties:
Basic Information
- Title and Description: Full details of the issue or request
- Status: Current workflow status
- Priority: Urgency level (Low, Medium, High, Critical)
- Type: Classification (Error, Improvement, Adjustment, etc.)
- Module: Which part of the platform it relates to
Assignment and Ownership
- Assignee: Support team member responsible for the ticket
- Created By: User who submitted the ticket
- Organization: Which organization the ticket belongs to
Timestamps
- Created: When the ticket was first submitted
- Last Updated: Most recent modification time
- Resolved: When the ticket was marked as resolved (if applicable)
Leaving Comments
The ticket tray includes a comments section where you can communicate with the support team:
Internal Comments
Internal comments are visible only to support team members and administrators. Use these for:
- Internal notes and observations
- Technical details for the development team
- Coordination between support staff
- Sensitive information that shouldn't be shared with the ticket creator
External Comments
External comments are visible to both the support team and the ticket creator. Use these for:
- Asking questions or requesting additional information
- Providing updates on progress
- Sharing solutions or workarounds
- General communication with the user
Adding Comments
To add a comment:
- Open the ticket tray by clicking on a ticket card
- Scroll to the comments section
- Type your comment in the text field
- Select whether it's an internal or external comment
- Click "Post Comment" to submit
Activity Tab
The Activity tab shows a chronological history of all changes and events related to the ticket. This makes it easy to follow up on items and understand the complete context of the ticket's journey.
What's Included in Activity
- Status Changes: When and why the ticket status was updated
- Comments: All internal and external comments with timestamps
- Assignments: When tickets were assigned or reassigned
- Priority Changes: Updates to priority level
- Property Updates: Changes to ticket details like type, module, or description
- Attachments: Files added or removed from the ticket
Using Activity for Follow-up
The Activity tab is particularly useful for:
- Tracking Progress: See exactly what has happened since you last checked
- Understanding Context: Review the full conversation and decision history
- Following Up: Identify items that need attention or response
- Audit Trail: Maintain a complete record of all ticket interactions
Activity Timeline
Activities are displayed in reverse chronological order (newest first), making it easy to see recent updates. Each entry shows:
- The action that occurred
- Who performed the action
- When it happened
- Any relevant details or context
Best Practices
To make the most of the ticket detail view:
- Check Activity Regularly: Review the Activity tab to stay updated on ticket progress
- Use Appropriate Comment Types: Choose internal vs. external comments based on who needs to see the information
- Provide Context: When adding comments, include relevant details to help support team understand the situation
- Follow Up Promptly: Respond to questions or requests in the Activity tab to keep tickets moving
- Review Before Closing: Check the Activity tab to ensure all items are addressed before confirming resolution
Closing the Tray
To close the ticket tray and return to the board view:
- Click the "X" button in the top-right corner of the tray
- Click outside the tray area
- Press the Escape key
Your board view position and filters are preserved when you close the tray, so you can easily continue browsing other tickets.