Board, summary and trend

These are the three views besides the list, in the «View» group at the top right. They apply to all tickets or to the mailbox chosen in the left menu.

«Board»

One column per status — «Open», «In progress», «Waiting on customer», «Waiting internally», «Resolved», «Closed» — and the tickets as cards. Every card says whether it is «Taken» (with the name) or «Free».

Drag a card into another column to change its status: while you hold it over, the column shows «Drop here». The same rules as the buttons apply — if the transition is not allowed the card goes back where it was and you read «I could not move the ticket.». Clicking a card opens the ticket.

«Summary»

The numbers right now, in cards: «Open», «Arrived (7 days)», «Closed (7 days)», «Unassigned», «Waiting on customer», «Idle for 3 days» (open and without any movement for three days: the first to pick up again), «Opened manually».

Below, the breakdowns: «By status», «By mailbox (open)», «By priority (open)» and «Workload (open)» — how many tickets each person has in hand, including the «Unassigned». It is the view for deciding who gets the next one.

«Trend»

Time passing: choose «Last 7 days», «Last 30 days» or «Last 90 days». You see «Arrived in period» and «Closed in period» with the two charts «Arrived per day» and «Closed per day», and the two averages «First response (avg)» and «Time to close (avg)».

The averages appear only when the period has at least one first reply and one closure recorded: until then, the page says so.

Questions this guide answers

• how do I see tickets in columns
• how do I move a ticket by dragging it
• how many tickets do we have open
• who has the most tickets
• how long do we take to reply
• ticket statistics