Active Tickets
The Active Tickets section is where support agents manage ongoing client and internal support requests.
This area helps teams:
- Track open issues
- Respond to users
- Assign work to agents
- Monitor ticket progress
- Manage support communication
Each ticket represents a support request, problem report, question, or operational issue that needs attention.
Viewing Active Tickets
Section titled “Viewing Active Tickets”The main ticket table displays all available tickets in the Help Desk system.
Each row represents a single support ticket.
The table includes:
- Ticket Number
- Subject
- Requester
- Status
- Priority
- Assigned Agent
This layout helps agents quickly understand:
- What the issue is
- Who submitted it
- Who is working on it
- How urgent it is
Ticket Number
Section titled “Ticket Number”Each ticket receives a unique ticket reference number.
Example:
TCK-2026-0110
This number is used to:
- Track support issues
- Search for tickets
- Reference tickets in communication
- Monitor ticket history
Subject
Section titled “Subject”The subject gives a short summary of the issue.
Examples:
- Payroll escalation
- Login problem
- Notification issue
- System request
Agents can quickly identify the purpose of the ticket without opening it.
Requester
Section titled “Requester”The requester is the person who created the ticket.
This helps agents know:
- Who needs 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 needs review.
The issue is actively being worked on.
Waiting
Section titled “Waiting”The ticket is waiting for additional information or action.
Resolved
Section titled “Resolved”The issue has been completed successfully.
Closed
Section titled “Closed”The ticket is fully completed and archived.
Custom workflow states used by the organisation.
Status updates help teams track progress clearly.
Priority Levels
Section titled “Priority Levels”Priority levels show how urgent the issue is.
Minor issue with little operational impact.
Medium
Section titled “Medium”Standard support issue requiring attention.
Serious issue affecting workflow or productivity.
Critical
Section titled “Critical”Urgent business-impacting issue requiring immediate response.
Priority levels help agents decide which tickets should be handled first.
Assigned Agent
Section titled “Assigned Agent”This column shows which support agent is responsible for the ticket.
Assigning tickets helps:
- Prevent duplicated work
- Improve accountability
- Balance workloads across teams
Searching Tickets
Section titled “Searching Tickets”At the top of the page is the Search Tickets bar.
Agents can search using:
- Ticket number
- Subject
- Requester name
- Keywords
This helps teams quickly locate specific support requests.
Filters Panel
Section titled “Filters Panel”The Filters button opens advanced ticket filtering options.
Filters help narrow down large ticket lists.
Available filters include:
Status
Section titled “Status”Show only tickets with a selected status.
Example:
- Open only
- Resolved only
Priority
Section titled “Priority”Filter tickets by urgency level.
Example:
- High priority tickets
- Critical issues
Category
Section titled “Category”Display tickets belonging to a specific support category.
Department
Section titled “Department”Filter tickets assigned to departments such as:
- IT
- HR
- Finance
Show tickets assigned to a specific support agent.
Created Date
Section titled “Created Date”Filter tickets based on when they were created.
This helps teams review support activity during specific periods.
Refresh Button
Section titled “Refresh Button”The Refresh button reloads ticket information.
This ensures agents always see:
- Latest ticket updates
- New responses
- Status changes
- Newly assigned tickets
Opening a Ticket
Section titled “Opening a Ticket”Clicking a ticket opens the full ticket workspace.
This is where agents manage the support conversation and ticket details.
Ticket Workspace
Section titled “Ticket Workspace”Inside a ticket, JMS displays:
- Ticket title
- Current status
- Priority level
- Requester information
- Ticket conversation
- Internal logs
- Assigned agent details
This becomes the main area where support work happens.
Ticket Conversation Area
Section titled “Ticket Conversation Area”The middle section displays ticket messages and replies.
Agents use this section to:
- Respond to users
- Ask questions
- Provide updates
- Resolve problems
All communication is stored in the ticket history.
Public Reply
Section titled “Public Reply”At the bottom of the ticket is the Public Reply section.
Agents can type responses directly into the reply field.
Public replies are visible to the requester.
This keeps communication organised inside one support thread.
Requester Information Panel
Section titled “Requester Information Panel”The right-side panel displays information about the requester.
This may include:
- Name
- Email address
- Role
- Location
- Assigned department
This helps agents understand who submitted the issue.
Reassigning an Agent
Section titled “Reassigning an Agent”Agents can reassign tickets to another support staff member.
The Assign Agent window allows users to:
- View current assigned agent
- Search for available agents
- Assign a different support representative
This helps route tickets to the correct person.
Reassigning Departments
Section titled “Reassigning Departments”Tickets can also be reassigned to another department.
Example:
- IT
- HR
- Finance
This helps move tickets to the correct operational team.
Collaborators
Section titled “Collaborators”Collaborators are additional users added to the ticket.
Collaborators can:
- View the ticket
- Assist with troubleshooting
- Participate in communication
This is useful when multiple departments are involved.
Tags help organise and categorise tickets.
Examples:
- Payroll
- Escalation
- Testing
- Notifications
Tags improve searching, filtering, and reporting.
Ticket History
Section titled “Ticket History”The View History section tracks all activity related to the ticket.
This includes:
- Status changes
- Escalations
- Assignments
- System updates
- Resolution events
The history log provides a complete audit trail of ticket activity.
Escalation Tracking
Section titled “Escalation Tracking”JMS automatically tracks escalation levels.
Examples:
- Resolution Escalation Level 1
- Resolution Escalation Level 2
- Resolution Escalation Level 3
Escalations help ensure unresolved issues receive proper attention.
Moving Tickets to Trash
Section titled “Moving Tickets to Trash”Tickets can be moved to trash if no longer needed.
This helps keep the support system organised and reduce clutter.
Creating a New Ticket
Section titled “Creating a New Ticket”At the bottom of the left menu is the New Ticket button.
To create a ticket:
- Click New Ticket
- Enter ticket details
- Select priority and department
- Save the ticket
The ticket will immediately appear in the Active Tickets list.
Why Active Tickets are important
Section titled “Why Active Tickets are important”The Active Tickets section helps support teams:
- Stay organised
- Respond faster
- Track support progress
- Manage workloads
- Improve communication
- Resolve issues efficiently
It is the main operational workspace for daily support management inside JMS Help Desk.