The My Tickets dashboard displays all tickets created by the logged-in user. It provides an overview of ticket statuses, ticket workflow stages, and issue categories. Users can raise new tickets, track their progress, and review previously submitted requests.

Ticket Status Summary

At the top of the dashboard, ticket statistics are displayed for quick monitoring.

1. Closed Tickets – Shows the number of tickets that have been completed and officially closed.
2. Open Tickets – Displays tickets that have been created but are still waiting for support team action.
3. Resolved Tickets – Shows tickets where a solution has been provided and is awaiting confirmation from the requester.
4. Reopened Tickets – Indicates tickets that were reopened after being resolved because the issue was not fully fixed.

Ticket Workflow

The system follows a structured workflow to manage tickets efficiently.

1. Open – A ticket is created and waiting for the support team to review.
2. In Progress – The assigned support team is actively working on the issue.
3. Resolved – A solution has been provided and is waiting for confirmation from the requester.
4. Closed – The ticket is finalized after confirmation or automatically closed after a defined time period.
5. Reopened – If the requester is not satisfied with the resolution, the ticket can be reopened and moved back to active handling.

Ticket List

The ticket list displays all tickets created by the user with important details such as:

1. Ticket ID – Unique identifier for the support request
2. Subject – Title of the issue reported
3. Category – Issue classification (e.g., hardware or software)
4. Priority – Importance level of the issue
5. Status – Current progress of the ticket
6. Reported By – User who created the ticket
7. Raised At – Date and time when the ticket was created
8. Last Updated – Most recent update to the ticket

Users can also search or sort tickets using the available filters.

Ticket Categories

The system organizes tickets into categories to simplify issue management.

Examples include:

1. Hardware issues
2. Software issues
3. System errors
4. Internal requests

Categories help the support team quickly route tickets to the appropriate department.

Priority Levels

Each ticket can be assigned a priority level based on the urgency of the issue.

1. Low – Minor issue that does not significantly affect operations.
2. Medium – Moderate issue that requires attention but is not critical.
3. High – Important issue that affects workflow and requires immediate action.
4. Critical – Urgent problem that severely impacts system operations.

Raise a Support Ticket

Users can create a new support request by clicking the Raise Tickets button.

The ticket creation form includes the following fields:

1. Issue Photo – Optional image attachment showing the issue. Recommended size: 600px × 400px (maximum 2MB).
2. Issue Scope – Defines whether the issue is internal or external.
3. Priority – Defines the urgency level of the issue.
4. Category – Specifies the issue type such as hardware or software.
5. Subject – Short title describing the problem.
6. Description – Detailed explanation of the issue encountered.

Once submitted, the ticket is sent to the support team for review and resolution.

Benefits of the Helpdesk Ticket System

The Tickets module helps organizations:

1. Track technical issues efficiently
2. Improve support response time
3. Maintain structured issue resolution workflows
4. Provide transparency in support operations
5. Maintain records for future troubleshooting

The All Tickets module provides a centralized view of every support ticket created across the organization. Unlike My Tickets, which shows only the logged-in user's tickets, All Tickets allows administrators and support teams to monitor, manage, and track all support requests in one place. This section helps support teams prioritize issues, assign resources, and ensure timely resolution of problems.

Overview

The All Tickets dashboard provides a complete overview of all tickets submitted by users within the system.

It includes:

1. Ticket statistics summary
2. Ticket workflow information
3. Ticket listing with search and filtering
4. Ticket categories overview
5. Priority distribution

This helps administrators quickly analyze the status of support operations.

Ticket Status Summary

At the top of the page, ticket status cards provide a quick summary of system activity.

1. Closed Tickets – Displays the total number of tickets that have been successfully resolved and closed.
2. Open Tickets – Shows tickets that have been created and are awaiting support team action.
3. Resolved Tickets – Indicates tickets where a solution has been provided but confirmation is still pending.
4. Reopened Tickets – Shows tickets reopened after resolution because the requester was not satisfied with the fix.

Ticket Workflow

The Ticket Workflow section explains how tickets progress through different stages.

1. Open – A ticket is created and waiting for the support team to review.
2. In Progress – The support team is actively investigating and resolving the issue.
3. Resolved – A solution has been provided and is awaiting confirmation from the requester.
4. Closed – The ticket is finalized after user confirmation or automatic closure.
5. Reopened – If the user reports that the issue persists, the ticket returns to active handling.

Ticket View Options

The system provides two display formats for tickets.

Card View

Displays tickets as detailed cards showing:

1. User information
2. Ticket subject
3. Description
4. Category
5. Priority
6. Status
7. Attached images
8. Reporting details

This view is useful for reviewing ticket details quickly.

Table View

Displays tickets in a structured table format with columns such as:

1. Ticket ID
2. User
3. Subject
4. Issue Category
5. Priority
6. Status
7. Created date
8. Last updated date

This view is useful for sorting and managing multiple tickets efficiently.

Ticket List

Each ticket contains important details to help the support team understand and resolve the issue.

Key information includes:

1. Ticket ID – A unique identifier assigned to each support request.
2. User – The employee who raised the support ticket.
3. Subject – A short title describing the issue.
4. Description – Detailed explanation of the problem.
5. Category – Classifies the issue type such as hardware, software, or system-related.
6. Priority – Defines the urgency level of the issue.
7. Status – Indicates the current progress of the ticket.
8. Reported By – Shows who created the ticket.
9. Raised At – The date and time when the ticket was created.
10. Last Updated – Displays the most recent modification to the ticket.

Ticket Categories

The system categorizes tickets to simplify issue management and improve response time.

Examples include:

1. Employee Profile Update
2. Hardware Issues
3. Shift & Overtime Issues
4. Software Issues

Each category also displays the number of tickets associated with it.

Priority Distribution

The Priority Tickets section provides a quick breakdown of tickets based on urgency.

1. Low – Minor issues that do not significantly affect daily operations.
2. Medium – Moderate issues requiring attention but not urgent.
3. High – Important problems that affect workflow.
4. Critical – Urgent issues that significantly impact system functionality.

This helps administrators prioritize support tasks effectively.

Search and Filter Options

The ticket list provides tools for quickly locating specific tickets.

Search

Users can search tickets by:

1. Ticket ID
2. Subject
3. User name
4. Category

Sort By

Allows sorting tickets based on different parameters such as:

1. Creation date
2. Priority
3. Status

Refresh

Updates the ticket list to display the latest changes.

Raise a Ticket

Support tickets can be created directly from the All Tickets page using the Raise Ticket button.

The ticket creation form includes the following fields:

1. Issue Photo – Optional image showing the problem. Recommended size: 600px × 400px (maximum 2MB)
2. Issue Scope – Defines whether the issue is internal or external.
3. Priority – Defines the urgency level.
4. Category – Specifies the issue type.
5. Subject – Short title describing the problem.
6. Description – Detailed explanation of the issue.

After submission, the ticket becomes visible in the All Tickets dashboard for tracking and resolution.

Benefits of the All Tickets Module

The All Tickets dashboard helps organizations:

1. Monitor all support issues across departments
2. Track issue resolution progress
3. Prioritize critical problems
4. Maintain support history and records
5. Improve helpdesk efficiency