Ticket List
The screen where all support tickets from your customers appear in a table. From here you search, filter, and click a ticket to open its detail.
Where to find: Customers → Support Tickets Who it's for: Anyone who views and answers incoming support tickets. In short: The screen where all support tickets from your customers appear in a table. From here you search, filter, and click a ticket to open its detail.
List table — columns
| Column | What does it show? |
|---|---|
| Ticket No | The number the system gives each ticket. Clicking it opens the ticket's detail. |
| Subject | The title the customer gave the ticket (No subject if they didn't write one). If there is a small colored dot next to it, that ticket has a new message you haven't read yet. Clicking the subject also opens the detail. |
| Customer | The name and surname of the customer who opened the ticket (Guest if not a member), with their email address below. |
| Category | The ticket's topic type: General, Order, Product, Shipping, Payment, Return, or Other. |
| Status | The ticket's status: Open, Answered, or Closed. |
| Last update | The date the most recent message in the ticket was written. |
| (⋮ menu) | The three-dots menu at the end of the row. It contains View, which opens the ticket's detail. |
Tip: There are three ways to open a ticket's detail: click the Ticket No, click the Subject, or choose ⋮ → View at the end of the row. They all take you to the same place.
Search and filters at the top
Above the table there is a search box and two filters:
| Tool | What does it do? |
|---|---|
| Search box (Search...) | Narrows the list as you type; shows matches by ticket no, subject, or customer. |
| Status filter | Clicking it opens a list; you can check one or more of Open, Answered, Closed. |
| Category filter | Opens the same way; you can check one or more of the categories (General, Order, Product, Shipping, Payment, Return, Other). |
You can check more than one option in the filters; for example, to see only Open and Answered tickets. To clear your selections, open the filter and press Clear filters.
Opening a ticket
Go to the row of the ticket you want to answer and click the Ticket No or the Subject text. The detail page, which holds the conversation, the customer info, and the reply box, opens. You can find what you can do on the detail page on the Ticket Detail page.
Empty screen
If there are no tickets yet, only an info box appears on the page instead of a table:
- Title: Support Tickets
- Message: No support tickets found.
This is normal until the first customer ticket arrives; it is not an error.
When you apply a search or filter and no ticket matches, the table shows No results found. In that case, clear the search box or reset the filters.
Pagination (bottom of the table)
- Each page lists at most 20 tickets.
- The Page X / Y indicator shows which page you are on.
- You navigate with the arrows next to it: first page, previous, next, and last page.
Frequently asked
Can I reply to a ticket directly from here? No. Actions like writing a reply or changing the status are done on the ticket's detail page. First click the ticket to open the detail (see Ticket Detail).
What does the small dot next to the subject mean? It means that ticket has a new message you haven't read yet. When you open the ticket and read it, the dot disappears.
Can I delete the list / is there ticket deletion? There is no ticket deletion on this screen. You can set a ticket you want to close to Closed status from its detail page.
Was this page helpful?