Active Tickets
The Active Tickets section is where support agents manage ongoing client and internal support requests.
This section helps support teams:
- Track open issues.
- Respond to requesters.
- Assign work to agents.
- Monitor ticket progress.
- Manage support communication.
Each ticket represents a support request, problem report, question, or operational issue that requires attention.
Viewing Active Tickets
Section titled “Viewing Active Tickets”The main ticket table displays the available tickets in JMS Help Desk.
Each row represents one support ticket and may include:
- Ticket Number
- Subject
- Requester
- Status
- Priority
- Assigned Agent
This layout helps agents quickly understand:
- What the issue is.
- Who submitted the request.
- Who is responsible for the ticket.
- How urgent the issue is.
- What progress has been made.
Ticket Number
Section titled “Ticket Number”Each ticket receives a unique reference number.
Example:
TCK-2026-0110
The ticket number can be used to:
- Track a support issue.
- Search for a ticket.
- Reference the ticket in communication.
- Monitor the ticket’s history.
Subject
Section titled “Subject”The subject provides a short summary of the issue.
Examples include:
- Payroll escalation
- Login problem
- Notification issue
- System request
A clear subject helps agents understand the purpose of the ticket without opening it.
Requester
Section titled “Requester”The requester is the person who submitted the ticket.
This information helps agents understand:
- Who requires assistance.
- Which department submitted the request.
- Who should receive updates.
Status
Section titled “Status”The status shows the current progress of the ticket.
Common statuses include:
The ticket was recently created and still requires review.
The ticket has been reviewed and is actively being worked on.
Waiting
Section titled “Waiting”The ticket is waiting for additional information or action.
Resolved
Section titled “Resolved”The reported issue has been resolved successfully.
Closed
Section titled “Closed”The ticket is complete and no further action is required.
A custom workflow status created for a specific support process.
Updating the ticket status helps agents and managers track progress accurately.
Priority Levels
Section titled “Priority Levels”Priority levels show how urgently a ticket needs attention.
A minor issue with little operational impact.
Medium
Section titled “Medium”A standard support issue that requires attention.
A serious issue affecting workflow or productivity.
Critical
Section titled “Critical”An urgent, business-impacting issue that requires immediate attention.
Priority levels help agents decide which tickets should be handled first.
Assigned Agent
Section titled “Assigned Agent”The Assigned Agent column shows which support agent is responsible for the ticket.
Assigning tickets helps the support team:
- Prevent duplicated work.
- Improve accountability.
- Balance workloads.
- Direct requests to the correct agent.
Searching for Tickets
Section titled “Searching for Tickets”Use the Search Tickets field at the top of the page to find specific support requests.
Depending on the available search options, agents can search using:
- Ticket number.
- Subject.
- Requester name.
- Relevant keywords.
Search results update the ticket list to display matching records.
Filtering Tickets
Section titled “Filtering Tickets”Click Filters to open the available ticket filters.
Filters help narrow down large ticket lists and make specific requests easier to find.
Status
Section titled “Status”Displays tickets with a selected status.
Examples:
- Open tickets only.
- Resolved tickets only.
Priority
Section titled “Priority”Displays tickets with a selected urgency level.
Examples:
- High-priority tickets.
- Critical tickets.
Category
Section titled “Category”Displays tickets belonging to a selected support category.
Department
Section titled “Department”Displays tickets assigned to a selected department, such as:
- IT
- HR
- Finance
Displays tickets assigned to a specific support agent.
Created Date
Section titled “Created Date”Displays tickets created during a selected date or date range.
This filter helps teams review support activity for a specific period.
Refreshing the Ticket List
Section titled “Refreshing the Ticket List”Click Refresh to reload the latest ticket information.
Refreshing the page helps agents see:
- Newly created tickets.
- New replies.
- Status changes.
- Priority changes.
- Updated agent assignments.
Opening a Ticket
Section titled “Opening a Ticket”Click a ticket in the table to open its full workspace.
The ticket workspace is where agents review the request, communicate with the requester, and manage the ticket.
Ticket Workspace
Section titled “Ticket Workspace”The ticket workspace may display:
- Ticket number and subject.
- Current status.
- Priority level.
- Requester information.
- Ticket conversation.
- Internal activity logs.
- Assigned agent.
- Department and category.
- Collaborators and tags.
- Ticket history.
Ticket Conversation
Section titled “Ticket Conversation”The conversation area displays the messages and replies associated with the ticket.
Agents can use this section to:
- Respond to the requester.
- Ask for additional information.
- Provide progress updates.
- Share troubleshooting instructions.
- Confirm when the issue is resolved.
Messages are stored as part of the ticket’s communication history.
Public Reply
Section titled “Public Reply”Use the Public Reply section to send a message to the requester.
To send a public reply:
- Open the ticket.
- Select Public Reply.
- Enter your message.
- Add any required attachments.
- Submit the reply.
Public replies are visible to the requester and remain in the ticket conversation.
Requester Information
Section titled “Requester Information”The panel on the right side of the ticket displays information about the requester.
This may include:
- Name.
- Email address.
- Role.
- Location.
- Assigned department.
This information helps agents understand who submitted the request and where it originated.
Reassigning an Agent
Section titled “Reassigning an Agent”Tickets can be assigned or reassigned to another support agent.
To reassign an agent:
- Open the ticket.
- Select the agent assignment option.
- Search for an available agent.
- Select the correct agent.
- Confirm the assignment.
Only agents mapped to the ticket’s department may be available for selection.
Assigning the correct agent helps route the request to the person responsible for resolving it.
Reassigning a Department
Section titled “Reassigning a Department”A ticket can be moved to another department when it was submitted to the wrong team or requires assistance from a different department.
Examples include:
- IT
- HR
- Finance
After changing the department, confirm that the ticket’s category and assigned agent are also valid for the new department.
Collaborators
Section titled “Collaborators”Collaborators are additional users added to a ticket.
Depending on their access, collaborators may be able to:
- View the ticket.
- Assist with troubleshooting.
- Follow ticket activity.
- Participate in the conversation.
Collaborators are useful when more than one person or department must assist with a request.
Tags help organize and categorize tickets.
Examples include:
- Payroll
- Escalation
- Testing
- Notifications
Tags make related tickets easier to search, filter, and include in reports.
Ticket History
Section titled “Ticket History”Select View History to review activity associated with the ticket.
The history may include:
- Status changes.
- Escalations.
- Agent assignments.
- Department changes.
- System updates.
- Resolution events.
The ticket history provides an audit trail of actions performed on the ticket.
Escalation Tracking
Section titled “Escalation Tracking”JMS tracks escalation levels for tickets that have exceeded configured response or resolution targets.
Examples include:
- Resolution Escalation Level 1
- Resolution Escalation Level 2
- Resolution Escalation Level 3
Escalation tracking helps ensure that delayed or unresolved issues receive the required attention.
Moving a Ticket to Trash
Section titled “Moving a Ticket to Trash”Tickets that are no longer required can be moved to Trash.
Before moving a ticket to Trash, confirm that:
- The correct ticket is selected.
- The issue no longer requires action.
- Any important information has been reviewed.
- The ticket is not required for an active support process.
Moving unnecessary tickets to Trash helps reduce clutter in the active ticket list.
Creating a New Ticket
Section titled “Creating a New Ticket”The New Ticket button appears at the bottom of the left navigation menu.
To create a ticket:
- Click New Ticket.
- Select the appropriate request form.
- Enter the required ticket details.
- Select the correct department and category when available.
- Select a priority level when available.
- Submit the ticket.
After submission, the new ticket appears in the appropriate ticket list for agents to manage.
Why the Active Tickets Section Is Important
Section titled “Why the Active Tickets Section Is Important”The Active Tickets section helps support teams:
- Stay organized.
- Respond to requests faster.
- Track support progress.
- Manage agent workloads.
- Improve communication.
- Monitor unresolved issues.
- Resolve support requests efficiently.
It is the main operational workspace for daily ticket management in JMS Help Desk.