Streamline your support operations with SysRI CRM's Ticket Management Center. This comprehensive three-column interface provides efficient ticket filtering, detailed management, and real-time collaboration capabilities to optimize your support team's workflow and customer satisfaction.
¶ 🏗️ Three-Column Layout
The Ticket Management Center features an intuitive three-column layout designed for maximum efficiency:
¶ Left Column: Filters & Quick Actions
- Company Filter: Dropdown to filter tickets by specific companies
- Status Filters: Quick buttons for common status filters
- High Priority
- All Open
- In Progress
- All Resolved
- All Closed
- Assigned to Me
- Unassigned
- Reset All Filters: Clear all applied filters with one click
- Assignee Selection: Change ticket assignee with dropdown
- Status Updates: Modify ticket status (Open, In Progress, Resolved, Closed)
- Priority Management: Update priority levels (Low, Medium, High)
- Followers Management: Add/remove team members as followers
- Tags Management: Add/remove tags for categorization
- Categories: Assign tickets to specific categories
- Severity Levels: Set impact severity for tickets
¶ Middle Column: Ticket Cards
- Visual Cards: Each ticket displayed as a compact card
- Selection State: Clear indication of selected ticket
- Key Information: Title, status, priority, assignee visible at a glance
- Load More: Pagination support for large ticket volumes
- Click Selection: Click to select and view ticket details
- Visual Hierarchy: Important information prominently displayed
- Status Indicators: Color-coded status and priority indicators
- Responsive Design: Cards adapt to different screen sizes
¶ Right Column: Ticket Details
- Full Ticket Information: Complete ticket details and history
- Comment Management: View and manage all ticket comments
- Email Integration: Send email replies directly from the interface
- Comment Filtering: Filter comments by type (All, Internal, External)
- Real-time Updates: Changes reflect immediately across all columns
- Comment Threading: Organized comment display with timestamps
- Email Templates: Pre-formatted email responses
- Attachment Support: Handle file attachments in comments
Powerful filtering capabilities to quickly locate and manage tickets:
- Company Dropdown: Select specific companies to filter tickets
- Dynamic Loading: Company list loaded from company store
- Multi-company Support: Handle tickets from multiple organizations
- Clear Selection: Easy reset of company filters
- Quick Filter Buttons: One-click filters for common statuses
- High Priority: Focus on urgent tickets requiring immediate attention
- All Open: View all unresolved tickets
- In Progress: See tickets currently being worked on
- All Resolved: Review completed but not closed tickets
- All Closed: View fully closed tickets
- Assigned to Me: Personal ticket queue
- Unassigned: Tickets needing assignment
- Multi-filter Support: Combine company and status filters
- Real-time Updates: Filter results update immediately
- Filter Persistence: Maintain filter state during session
- Reset Functionality: Clear all filters with single button
Efficient visual representation of tickets in the middle column:
- Ticket ID: Unique identifier for each ticket
- Title: Concise ticket title with truncation for long titles
- Status: Current ticket status with visual indicators
- Priority: Priority level with color coding
- Assignee: Assigned team member name
- Creation Date: When the ticket was created
- Selection: Click to select and view details
- Visual Feedback: Clear indication of selected state
- Hover Effects: Interactive hover states for better UX
- Responsive Layout: Cards adapt to available space
- Sorting: Sort tickets by creation date (ascending/descending)
- Pagination: Load more tickets as needed
- Loading States: Visual feedback during data loading
- Empty States: Helpful messages when no tickets match filters
Comprehensive ticket information and management in the right column:
- Complete Details: Full ticket information and metadata
- Status History: Track status changes over time
- Priority Tracking: Monitor priority level changes
- Assignee Information: Current assignee and assignment history
- Comment Thread: Chronological display of all comments
- Comment Types: Distinguish between internal and external comments
- Comment Filtering: Filter by comment type (All, Internal, External)
- Comment Actions: Add, edit, and delete comments
- Email Replies: Send email responses directly from the interface
- Email Templates: Pre-formatted response templates
- Recipient Management: Handle multiple recipients
- Email History: Track all email communications
- Attachment Support: Handle file uploads and downloads
- File Preview: Preview supported file types
- File Organization: Organize attachments by comment
- Storage Management: Efficient file storage and retrieval
Complete ticket lifecycle management capabilities:
- Form Drawer: Slide-out form for creating new tickets
- Required Fields: Email, name, title, description
- Optional Fields: Priority, status, assignee
- Validation: Real-time field validation
- Auto-assignment: Automatic assignment based on rules
- Real-time Editing: Update ticket information instantly
- Field Validation: Ensure data integrity
- Change Tracking: Monitor all ticket modifications
- Audit Trail: Complete history of changes
- Confirmation Dialog: Prevent accidental deletions
- Cascade Handling: Manage related data appropriately
- Archive Option: Soft delete with recovery capability
- Clean Removal: Complete ticket cleanup
- Multi-selection: Select multiple tickets for bulk actions
- Bulk Updates: Update status, priority, or assignee for multiple tickets
- Bulk Assignment: Assign multiple tickets to team members
- Bulk Deletion: Remove multiple tickets with confirmation
Advanced team collaboration and communication tools:
- Add Followers: Include team members in ticket updates
- Remove Followers: Remove team members from ticket notifications
- Follower Notifications: Automatic updates to all followers
- Follower List: Visual display of all current followers
- Add Tags: Categorize tickets with relevant tags
- Remove Tags: Remove tags when no longer relevant
- Tag Library: Predefined tags for consistency
- Tag Filtering: Filter tickets by specific tags
- Category Assignment: Organize tickets by categories
- Category Hierarchy: Support for nested categories
- Category Filtering: Filter tickets by category
- Category Analytics: Track ticket distribution by category
- Severity Levels: Define impact levels for tickets
- Severity Assignment: Set appropriate severity for tickets
- Severity Escalation: Automatic escalation based on severity
- Severity Reporting: Track tickets by severity level
- Real-time Updates: Automatic data synchronization
- Error Handling: Graceful error display and recovery
- Loading States: Visual feedback during data operations
- Pagination: Efficient handling of large datasets
- 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 interactive elements
- Toast Notifications: User feedback for all operations
- Store Integration: Uses Pinia store for state management
- Company Integration: Links tickets to company records
- User Integration: Connects to user management system
- Email Integration: Seamless email communication
- API Integration: RESTful API communication
- Query Parameters: Direct ticket access via URL parameters
- Auto-selection: Automatic ticket selection based on filters
- Scroll Management: Independent scrolling for each column
- State Persistence: Maintain user preferences and selections
- Filter Efficiency: Use company filters to focus on specific clients
- Status Management: Regularly update ticket status to maintain accurate workflow
- Priority Assignment: Use priority levels to ensure urgent tickets get attention
- Follower Coordination: Add relevant team members as followers for better collaboration
- Tag Organization: Use consistent tagging to improve ticket categorization
- Comment Filtering: Use comment type filters to focus on internal or external communications
- Bulk Operations: Use bulk actions for efficient ticket management
- Email Integration: Leverage email replies for seamless customer communication
- Click "High Priority" filter in the left column
- Review all high-priority tickets in the middle column
- Select a ticket to view details in the right column
- Update status to "In Progress" when starting work
- Add relevant team members as followers
- Add internal comments for team coordination
- Send email replies to customers as needed
- Click "Create Ticket" button in the action toolbar
- Fill out the ticket form with customer information
- Set appropriate priority and status
- Assign to the appropriate team member
- Add relevant tags and categories
- Save the ticket to create it in the system
- Ticket appears in the middle column immediately
- Select a ticket requiring team collaboration
- Add relevant team members as followers
- Use internal comments for team communication
- Update status to reflect current progress
- Add tags for easy categorization
- Monitor ticket progress through status updates
- Send customer updates via email integration
- Select a ticket with customer inquiries
- Review all previous communications
- Use email integration to send professional responses
- Add internal comments for team context
- Update ticket status based on customer response
- Follow up with additional emails as needed
- Close ticket when resolution is complete
By effectively leveraging the Ticket Management Center, you can streamline your support operations, improve team collaboration, and enhance customer satisfaction. The three-column layout and comprehensive filtering capabilities ensure efficient ticket management and optimal support team performance.