Ticket Views — Listing & Details

The Tickets section is your team's day-to-day workspace. It gives agents and team leaders a structured view of every ticket in the system — open, in progress, archived, or resolved — with the tools to act on them directly. Whether you're triaging a queue, diving into a specific case, or exporting data for reporting, it all starts here.

The Tickets section is organized across five tabs, each designed for a specific view of your workload:

You can have up to 10 tickets open at the same time, each in its own tab. Tabs can be reordered using drag and drop, and they shrink automatically to fit as you open more. Resolved and completed tickets are hidden by default — toggle Show Completed Tickets in the filters to bring them into view.

Each tab supports sorting by ticket creation date — newest first by default, or oldest first. Your sorting preference stays in place as you switch between tabs.

Filters let you narrow the list by:

Filters respect the tab context — the Teams Assigned tab won't show an Assigned Teams filter, and the My Tickets tab won't show an Assigned Agents filter.

Each tab has an Export button that sends the ticket data to your email and saves the file in the Notification Center. The export includes all applied filters and covers key fields like ticket ID, status, creation date, resolution date, assigned agent, assigned team, time to complete, and customer details. The file name reflects the tab you exported from — for example, All-Tickets.xlsx or Unassigned-Tickets.xlsx.

Clicking on any ticket opens it in place. You can also open it in a new browser tab using the external link icon. Here's what you'll find inside:

Displays the ticket ID (with a copy icon), last update time, current status and sub-status, and the assigned agent's avatar. The status flow runs left to right, showing completed, current, and upcoming statuses — each with the time it was first reached.

All ticket fields are editable by any user — no restrictions. Click Edit to update any field, then save. Changes are reflected immediately and logged in the activity log. The edit area has a maximum height with scrollable content for templates with many fields.

Tickets move through four main statuses: Submitted, Pending, Ongoing, and Resolved. Each status has up to four configurable sub-statuses. You can move a ticket forward, backward, or skip statuses entirely — there are no restrictions on how you navigate the flow.

When you select a sub-status, a snackbar confirms the change immediately. The customer notification (SMS or email) is sent after the sub-status remains unchanged for one minute — this prevents accidental selections from triggering unnecessary messages. If you change it again within that minute, only the final selection triggers the notification.

Tickets can be assigned, reassigned, or unassigned directly from the ticket view. Any user can make assignment changes — not just team leaders.

Tickets can be linked to other tickets regardless of type or status — a customer-facing ticket can be linked to an internal one, and even archived tickets can be linked. The linked tickets section shows up to two tickets before adding a scroll bar, and can be collapsed when not needed.

Up to 10 tags can be added per ticket. Tags are created and managed in Configurations (Team Leader only), but can be applied by any user. The company-wide tag limit is 350 — once reached, existing tags must be deleted before new ones can be created.

Internal notes are visible only to your team — customers never see them. Notes support mentions using @, emoji, and up to 500 characters. Mentioned agents receive an email notification. Notes can be edited or deleted after creation, and the original timestamp is preserved even after edits.

For tickets linked to an OmniServe engagement, this section shows the engagement details with a link to open it directly. If the user doesn't have access to the relevant channel or product, the link won't appear. For standalone internal tickets, this section is empty.

Every action taken on a ticket is recorded here — status changes, assignment updates, edits, notes, tags, linking, archiving, and more. The log uses infinite scroll for tickets with a long history.

Any ticket can be archived regardless of its current status. Archived tickets move to the Archived tab and can no longer be edited, tagged, linked, or have notes added. Previous notes, tags, and linked tickets remain visible. Archiving does not affect the customer portal. Tickets can be unarchived at any time, and will return to their previous status and position.