Understanding the Ticketing Dashboard
Understanding the Ticketing Dashboard
Homepage > Help Desk > Manage Tickets
This page helps the user to filter out their tickets. Users can have a better look upon their ongoing tickets. The Admin level can view what issues are still running in their area.
The user wants to know about the ticket dashboard through which they can filter out tickets and make changes.
A new screen will open:
The user can find all the filters under the ticket list as explained below:
FILTER NAME | DESCRIPTION |
Location | Select the Location from the Drop-down to filter out the ticket |
User Group | Select the User Group from the Drop-down to filter tickets on the basis of assigned group |
Priority | User can filter ticket based on the priority, whether it is high or low. |
Reported Date | User can select the Reported date range from the Drop-down |
Search | It is a universal search filter to filter tickets in the grid |
Assignee | User can filter out the ticket on the basis of Assignee which the user can select from the Drop-down |
Status | User can filter out the ticket on the basis of Status classified in four types as Open, Closed, Assigned, Hold |
Closer Date | User can select the Closer Date range to search for the specific ticket from the Drop-down. |
Ticket Type | User can filter the ticket on the basis of Ticket Type by selecting from the Drop-down |
There are four buttons under the filter option wherein all the tickets are classified as shown below:
Closed
Under this option, the user can view all tickets which are solved by the assigned group. If a user wants to close a ticket, they can select the ticket from the Ticket List by applying appropriate filters.
A new screen
pops up where user has to mark Is Closed check box
and add remarks in the field and save the action to
close the ticket. On saving, it gets reflected
in Closed Tickets.
Assigned
Here, user can view all the tickets assigned to a particular user. If the user wants to close the tickets, they can simply follow the steps that are necessary at the time of closing a ticket as mentioned above.
Open
Here, user can view all the tickets not assigned to any user. If the user wants to close the tickets, they can simply follow the steps that are necessary at the time of closing a ticket as mentioned above.
Hold
Here, a user can view all the tickets which are put on hold due to any maintenance or any other specific reason. If a user wants to hold a ticket, then they can select the ticket from the Ticket List by applying appropriate filters.
A new screen
pops up where user has to select the Hold option and put a remark in the field
and save their action to hold the ticket.After saving it gets reflected in the
Hold status tickets.
All new or updated tickets will be reflected in several columns on the grids as explained below:
FIELD NAME | DESCRIPTION |
Ticket No | User can view the unique ticket no. for the ticket raised |
Ticket Type | User can view the ticket type on which the ticket is raised |
Asset | If the ticket is raised on the assets, then user can view the asset, otherwise no asset will be visible |
Asset Location | If the user wants to view the raised ticket location, they can view under the Asset Location |
Category | If user want to view the category of the asset on which the ticket is raised, they can view this under Category |
Priority | User can view the Priority for the ticket raised |
Status | User can view the status for the ticket whether it is Assigned/Closed/Open/Hold under the grid |
Ticket Group | User can view the ticket group associated with that particular ticket raised. |
TAT | User can view TAT as Created Date – Closure Date = TAT |
TAT In Day | TAT in Day is calculated on the basis of 24-hour time period e.g. if the assigned ticket is completed in 24 hours then TAT in days will be 1; if it is completed in 48 hours then TAT in days will be 2 and so on. |
Technician TAT | Here a user can view the total time between the Check in and Check out of the ticket |
Hold Time | User can view the total Hold Time of a particular ticket |
Assignee | User can view the Assignee for the ticket raised |
Reported By | User can view name of the person who has raised the ticket |
Export to Pdf: Through this, user can export ticket list in Pdf format.
Export to Excel: Through this, user can export all the data directly to their system in Excel format.
Export To Excel With History: Through this, user will get ticket data present in the grid along with data related to changes done in the tickets.
Export To Excel Escalation: Here a user can export data of the escalation which will run over the particular ticket type and all can be exported as Excel.
Refresh: Through this option, user can refresh the Ticket List.
Manage the Grid
If a user wants to Manage the Grid, there is an icon on the top of the screen next to Export to Excel icon from where he can manage the grid and export, as explained below:
Grid: User can manage the order of the columns under the grid by scrolling the column and can Hide/Unhide the column through the check-in the check box under grid.
Export: User can manage the column order in the file that a user downloads from the system through Export to Excel option. User can also Hide/Unhide the columns from the export so the user will or will not see the column in the exported data file. All this can be done through the Check-in Check box under Export.
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