Side Widgets
The Support Tickets side widgets provide essential tools and information for managing and tracking your support requests at a glance. Understanding these components helps you quickly assess the current state and history of your support ticket.
Status
The Status Button is a key control element in the support ticket that allows users and support agents to manage the lifecycle of a ticket.
Open - Indicates that the ticket is active and requires attention.
Closed - Marks the ticket as resolved or no longer active. The issue may have been addressed, and no further action is needed.
Date
The Date Fields in a support ticket provide essential timestamps that help track the lifecycle and activity of a ticket. These fields are critical for monitoring responsiveness, resolution timelines, and compliance.
Created - Displays the date the ticket was originally submitted (e.g., 31 Jul 2025). Useful for tracking how long the issue has been active.
Updated - Shows the most recent date the ticket was modified or interacted with (e.g., 31 Jul 2025). Helps monitor progress and responsiveness.
Tips for Managing Your Tickets
- Keep Your Ticket List Tidy: Once your issue is resolved, mark the ticket as Closed. This helps keep your support queue organised and ensures that active issues get the attention they need.
- Check the 'Updated' Date for Progress: Regularly check the Updated date to see the last time there was activity on your ticket. If it's been a while since the last update, it might be a good time to add a comment to ask for a status update.