Brokeret LogoDocs
Forex CRM / Support Hub/Managing Tickets

Managing Tickets

View, reply, assign, and manage support tickets across multiple views.

Overview

The Tickets page is where you manage all customer support requests. You can view, respond, and update tickets efficiently using various view modes and actions.

Ticket View Modes

Support Hub offers multiple ways to view and organize your tickets:

View ModeDescription
List ViewTraditional list with detailed ticket information
Compact ViewCondensed view showing more tickets at once
Kanban ViewDrag-and-drop boards organized by status
Table ViewSpreadsheet-style view with sortable columns
💡
TipUse the Kanban view for visual ticket tracking -- drag and drop tickets between status columns to quickly update their state and see your team's workload at a glance.

Viewing Tickets

Click Tickets in the sidebar to see all support tickets.

Filtering Tickets

Use filters to find specific tickets:

  • By status (Open, In Progress, Pending, etc.)
  • By category
  • By priority
  • By assigned agent
  • By date range

Sorting Tickets

Sort by:

  • Created date (newest/oldest)
  • Updated date
  • Priority
  • SLA status
⚠️
WarningTickets approaching SLA breach need immediate attention. Sort by SLA status to surface at-risk tickets and address them before deadlines are missed.

Ticket Actions

Reply to Ticket

  1. Open the ticket
  2. Type your response in the reply box
  3. Use Quick Replies for common responses
  4. Use AI Reply for AI-generated suggestions
  5. Click Send

Update Status

Change the ticket status to reflect its current state:

  1. Open the ticket
  2. Click the status dropdown
  3. Select new status (Open, In Progress, Pending, Resolved, Closed)

Change Category/Priority

Reassign ticket category or adjust priority:

  1. Open the ticket
  2. Click category or priority dropdown
  3. Select new value

Assign Agent

Assign a ticket to a specific support agent:

  1. Open the ticket
  2. Click agent dropdown
  3. Select the agent

Merge Tickets

Combine duplicate tickets from the same customer:

  1. Open the primary ticket
  2. Click Merge
  3. Select the ticket(s) to merge
  4. Confirm

Delete Ticket

Permanently remove spam or test tickets:

  1. Open the ticket
  2. Click Delete
  3. Confirm deletion

Bulk Operations

Save time by performing actions on multiple tickets:

📧
NoteBulk actions are available for managing multiple tickets at once. Select tickets using checkboxes, then choose an action from the bulk actions dropdown to apply changes in a single operation.
  1. Select Tickets: Use checkboxes to select multiple tickets
  2. Choose Action: Select bulk action from dropdown
  3. Apply: Confirm the action

Available bulk actions:

  • Change status
  • Change category
  • Change priority
  • Assign to agent
  • Delete

Ticket Details

When viewing a ticket, you can see:

  • Customer information
  • Ticket subject and description
  • Message history
  • Attachments
  • Activity timeline
  • SLA status

Best Practices

  1. Respond to high-priority tickets first
  2. Use categories to organize tickets properly
  3. Update status promptly when working on tickets
  4. Use Quick Replies for common questions
  5. Merge duplicate tickets to keep things organized
  6. Add internal notes for team communication

Next Steps

Previous
Settings
Next
Categories & Priorities