Streamline your customer support workflow with SysRI's powerful Tickets Pipeline system. Manage support tickets through a visual Kanban board with drag-and-drop functionality, real-time updates, and comprehensive ticket lifecycle management.
- Scattered Support Requests - Centralize all customer support tickets
- Manual Status Tracking - Visualize ticket progress through workflow stages
- Inefficient Prioritization - Organize tickets by priority and status
- Poor Team Coordination - Enable collaborative ticket management
- Slow Response Times - Streamline ticket assignment and resolution
- 🎨 Visual Kanban Board - Drag-and-drop ticket management
- 📊 Real-Time Updates - Live ticket status synchronization
- ⚡ Bulk Operations - Efficient bulk status updates
- 🔄 Workflow Automation - Automated ticket progression
- 📈 Performance Tracking - Monitor support team efficiency
Tickets Pipeline Layout
├── Header Section
│ ├── Title "Tickets Pipeline"
│ ├── Status Filter Dropdown
│ └── Action Controls
├── Kanban Board Container
│ ├── Horizontal Scroll Support
│ ├── Stage Columns (Open, In Progress, Resolved, Closed)
│ └── Drag-and-Drop Functionality
├── Load More Controls
│ ├── Pagination Button
│ └── Loading States
├── Ticket Form Drawer
│ ├── Create/Edit Ticket Form
│ ├── Assignee Selection
│ ├── Priority Settings
│ └── Status Configuration
└── Ticket Detail Overlay
├── Full Ticket Information
├── Comments System
├── Email Reply Functionality
└── Comment Management
- Kanban Board - Visual ticket management with drag-and-drop
- Status Filtering - Filter tickets by status (All, Open, In Progress, Resolved, Closed)
- Bulk Updates - Efficient status and order updates
- Real-Time Sync - Live data synchronization across team members
- Pagination - Load more tickets as needed
- Responsive Design - Works on desktop and mobile devices
- Navigate to Services → Tickets → Pipeline
- View the Kanban Board with four columns:
- Open (Yellow) - New tickets awaiting assignment
- In Progress (Blue) - Tickets being worked on
- Resolved (Lime) - Completed tickets pending closure
- Closed (Red) - Finished tickets
- Use Status Filter dropdown to filter tickets by specific status
¶ Step 2: View and Filter Tickets
- Browse Ticket Cards - Each ticket shows:
- Ticket title and description
- Customer information (name, email)
- Priority level (Low, Medium, High)
- Assignee information
- Creation and update dates
- Apply Status Filter - Use dropdown to show only specific statuses:
- All - Show all tickets
- Open - Show only new tickets
- In Progress - Show active tickets
- Resolved - Show completed tickets
- Closed - Show finished tickets
¶ Step 3: Manage Ticket Status (Drag-and-Drop)
- Drag Tickets - Click and drag tickets between columns to change status
- Reorder Within Column - Drag tickets up/down within same column to change priority
- Bulk Updates - System automatically saves all changes
- Visual Feedback - Color-coded columns show ticket status clearly
- Click "+" Button - Click add button in any column
- Fill Ticket Form - Complete the ticket creation form:
- Customer Email - Support requester's email
- First Name - Customer's first name
- Last Name - Customer's last name
- Title - Brief ticket description
- Description - Detailed issue description
- Status - Automatically set to column status
- Priority - Set priority level (Low, Medium, High)
- Assignee - Assign to team member
- Save Ticket - Click save to create the ticket
- Click Ticket Card - Click on any ticket card
- Open Edit Drawer - Ticket form opens with current data
- Modify Information - Update any ticket fields
- Save Changes - Click save to update the ticket
- Click Ticket Card - Click on any ticket card
- Open Detail Overlay - Full ticket information displays
- View Comments - See all ticket comments and history
- Add Comments - Add new comments to ticket
- Send Email Replies - Reply directly to customer via email
- Manage Comments - Edit or delete existing comments
- Purpose - New tickets awaiting assignment
- Color - Yellow background (
bg-yellow-100)
- Actions - Assign to team member, set priority
- Next Stage - Move to "In Progress" when work begins
- Purpose - Tickets currently being worked on
- Color - Blue background (
bg-blue-100)
- Actions - Update progress, add comments
- Next Stage - Move to "Resolved" when work completes
- Purpose - Completed tickets pending customer confirmation
- Color - Lime background (
bg-lime-100)
- Actions - Customer verification, final review
- Next Stage - Move to "Closed" when confirmed
- Purpose - Finished tickets with confirmed resolution
- Color - Red background (
bg-red-100)
- Actions - Archive, final documentation
- Next Stage - End of workflow
- Open → In Progress - Ticket assigned and work begins
- In Progress → Resolved - Work completed, awaiting customer confirmation
- Resolved → Closed - Customer confirms resolution
- Any Stage → Any Stage - Flexible workflow based on needs
¶ 🔍 Filtering and Search
- All - Display all tickets regardless of status
- Open - Show only new tickets awaiting assignment
- In Progress - Show only active tickets being worked on
- Resolved - Show only completed tickets pending closure
- Closed - Show only finished tickets
- Dropdown Selection - Choose filter from status dropdown
- Real-Time Filtering - Results update immediately
- Persistent Filter - Filter remains active until changed
- Clear Filter - Select "All" to remove filtering
- Color Coding - Each status has distinct background color
- Card Layout - Tickets display in organized card format
- Priority Indicators - Visual priority level display
- Assignee Badges - Team member assignment indicators
- Form Fields - Complete ticket information form
- Customer Details - Email, first name, last name
- Issue Description - Title and detailed description
- Assignment - Assign to team member
- Priority Setting - Set priority level (Low, Medium, High)
- Status Assignment - Automatically set based on column
- Inline Editing - Click ticket card to edit
- Form Pre-population - Current data loads automatically
- Field Updates - Modify any ticket information
- Status Changes - Update ticket status and priority
- Assignee Updates - Change ticket assignment
- Drag-and-Drop - Move multiple tickets between stages
- Bulk Status Updates - Update multiple tickets simultaneously
- Order Management - Reorder tickets within stages
- Efficient Processing - Single API call for multiple updates
- Add Comments - Add new comments to tickets
- View History - See all ticket comments and updates
- Email Integration - Send email replies to customers
- Comment Editing - Modify existing comments
- Comment Deletion - Remove inappropriate comments
- Direct Replies - Reply to customers via email
- Template Support - Use email templates for responses
- Thread Management - Maintain email conversation threads
- Delivery Tracking - Monitor email delivery status
- Real-time Updates - Live ticket status synchronization
- Pagination - Load more tickets as needed
- Error Handling - Graceful error display and recovery
- Loading States - Visual feedback during operations
- Data Persistence - Automatic save of all changes
- Responsive Design - Works on desktop and mobile devices
- Dark Mode Support - Compatible with dark/light themes
- Keyboard Navigation - Full keyboard accessibility
- Tooltips - Helpful hints for all controls
- Toast Notifications - User feedback for all operations
- Store Integration - Uses Pinia stores for state management
- API Integration - RESTful API communication
- Component Architecture - Modular Vue.js components
- Event Handling - Comprehensive event management system
- Status Management - Use the drag-and-drop feature to quickly update ticket statuses
- Priority Setting - Set appropriate priorities to help team focus on important tickets
- Assignee Management - Regularly review ticket assignments to balance workload
- Comment Usage - Add detailed comments to maintain ticket history and context
- Email Integration - Use email replies to maintain direct customer communication
- Bulk Operations - Use drag-and-drop for efficient bulk status updates
- Filter Usage - Use status filters to focus on specific ticket types
- Regular Updates - Keep ticket statuses current to maintain accurate reporting
¶ Handling a New Support Request
- Customer submits support request via email
- Ticket automatically created in "Open" stage
- Assign ticket to appropriate team member
- Move ticket to "In Progress" stage
- Add comments and updates as work progresses
- Move to "Resolved" when work completes
- Send email confirmation to customer
- Move to "Closed" when customer confirms resolution
- Filter tickets by "In Progress" status
- Identify high-priority tickets
- Reorder tickets within column to prioritize
- Assign to most qualified team member
- Add detailed comments for context
- Monitor progress regularly
- Escalate if needed
- Select multiple tickets in same stage
- Drag all tickets to new stage simultaneously
- System automatically updates all tickets
- Confirmation toast shows update success
- All team members see changes immediately
- Open ticket detail overlay
- Review customer email and ticket history
- Add internal comment for team context
- Send email reply to customer
- Update ticket status based on response
- Continue communication thread as needed
By effectively leveraging the Tickets Pipeline system, you can streamline your customer support workflow, improve response times, and maintain high service quality. The visual Kanban board and drag-and-drop functionality make ticket management intuitive and efficient for your entire support team.