Client Tickets

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Track all of a client's tickets in one account context to find open issues quickly and take the right action without losing conversation history.

Opening the Screen

Open a client and choose the Tickets tab: {admin}/users/detail?id={client}&tab=tickets

What Is on the Screen

The tab shows the request list itself, with the client column hidden because every row belongs to the same client.

List Reference number, subject, priority, the staff member it is assigned to, department, opening date, last reply and status. The search, sorting and filters from the main request screen work here too.

Bulk action Action buttons that appear in the list toolbar once a row is ticked; they apply to every ticked request at once: close, close and block, delete, delete and block.

Request detail The link in the row opens the request's own page, where the conversation, replies, assignment and status changes live.

Close versus close and block

Closing ends the request; the client can write to it again and reopen it. Close and block closes it and prevents it from being reopened - used when the matter is genuinely finished, or when the conversation is going in circles.

Tasks

Close a client's open requests

Filter the list down to open requests by status.
Tick the ones to close.
Choose close from the bulk action and confirm. The requests move to closed and the client is notified.

Read the whole conversation

Follow the link in the subject column.
The request detail opens, with the replies, attachments and status history in order.

Things to Watch

This list is the main request screen

The columns, filters and export are the same; the only differences are the hidden client column and the list being narrowed to this account.

Deleting takes the conversation with it

A deleted request goes with its replies and attachments. Where the record matters, close it instead of deleting it.

The last three months feed the trust score

One axis of the trust score on the Summary tab is this list: the number of requests opened in the last three months. Deleting requests here changes that score too.

Required Privileges

Reading the tab comes with the client record. The bulk action picker is only shown to staff who hold USERS_OPERATION.

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