Tickets
The Tickets list shows every support ticket raised in the business unit chosen in the header, by anyone. Open one to read the conversation and see its response deadline. You can read tickets here but not reply: the person who raised it replies in the app.
Video coming soon: Tour of TicketsThe list
Open Support › Tickets. A note reads "Support tickets across your business unit". Hide Dashboard and Show Dashboard toggle the four ticket tiles. Twenty tickets show per page, newest first. "No tickets found" means none match.
| Column | Shows |
|---|---|
| Ticket | The number and subject. |
| Submitter | Who raised it and their company. |
| Status | Open, In Progress, Awaiting Response, Resolved or Closed. |
| Category | Urgent, Bug, Feature Request or Question. |
| SLA | Within target, or breached, with detail. |
| Branch | Production or Development when the team has deployed a fix. |
| Assignee | The team member working on it, or "Unassigned". |
| Created | How long ago. |
Use the column chooser in the header to hide columns. Your choice is remembered. All columns sort except Assignee. The list has no export and no create button.
Search and filters
Type in Search tickets... to find a whole word in the subject, description or ticket number. Narrow further with Status, Category and SLA (Breached or Within SLA).
At the moment the Status options In Progress, Awaiting Response and Resolved, and the Within SLA option, do not narrow the list as expected. Use the search box, Category or Breached instead, and read the Status column.
Open a ticket
Click a row or View Details. You see the number and status, the subject and description, Attachments (click to open), the Conversation with live updates, and:
| Part | Shows |
|---|---|
| Ticket Info | The submitter's name, email and company, and the created date. |
| SLA Status | Your plan or the standard time, the deadline, the target in hours and when you are warned. |
| GitHub and Assigned to | The team's tracking link and owner. |
| Deployment | Ticks for Dev and Prod once a fix is deployed. |
There is no reply box and no status control for tenant administrators. A ticket from another business unit says "Ticket not found. This ticket doesn't exist or isn't accessible from your current business unit." Switch unit to see it.
Statuses
A new ticket is Open. When the team first replies it becomes In Progress. Awaiting Response means the team is waiting for the person who raised it, and it goes back to In Progress when they reply. The team marks it Resolved and later Closed.
Who gets emails
Only the person who raised a ticket is emailed: when it is created, when its status changes and when the team replies. Tenant administrators are not emailed about other people's tickets, so check this list.
On mobile
No Tickets screen on the phone. The Android app is on Google Play. The iPhone app is coming soon to the App Store. Same on iPhone and Android.
Who can open it
Tenant administrators, for the business unit chosen in the header.