FAQs: Tickets Dashboard in Help Center
Finding and Understanding Tickets in Help Center
Where can users track support requests in the Help Center?
Use My Area in the Help Center to locate and track support tickets. The available views organize tickets that belong to the user, the user’s team, or the user’s CC list. Select a view first, then apply filters to narrow the result set. This keeps ticket tracking focused without changing the tickets themselves.
Which ticket views are available, and what does each view mean?
The predefined views include
- My Requests
- My Open Requests
- My Overdue Requests
- CC’d Requests
- CC’d Closed Requests
Tickets are organized around their state, such as open, closed, on hold, or overdue. Use My Requests when reviewing the overall request history, or use a more targeted view—for example, My Overdue Requests—when the immediate goal is to identify requests that need attention.
Can users see tickets submitted for an organization or account rather than only personal tickets?
Users associated with multiple accounts can select the relevant account from the dropdown in the ticket-filters area of the My Area homepage. This makes it possible to switch the tracking context before filtering. For example, a user who supports both Zylker US and another account can select Zylker US and then view only tickets relevant to that account.
Why does a ticket count change after a filter is applied?
The count reflects the selected view together with the active filters. If My Requests contains 100 tickets, it displays 100. If a department filter reduces the result to 50 tickets, it displays 50; adding a Low-priority filter updates the count again to reflect both conditions. CC’d ticket views are the exception: their ticket count is not displayed.
What is an efficient way to find a specific group of tickets?
- Start in My Area and choose the view that matches the purpose.
- Choose My Requests for the broadest personal request history.
- Choose an open or overdue view when actively following unresolved work.
- Select the relevant account if multiple accounts are available.
- Apply Department, Channel, Priority, or available Custom Status filters.
- Choose a sort order.
- Use recent thread activity to focus on the latest interactions.
- Use creation time to review submissions chronologically.
For example, select the Zylker US account, choose a requests view, filter to Technical Support and Email, set priority to High, and sort by recent thread activity. The resulting list focuses on recently updated, high-priority technical-support emails for that account.
Filtering and Sorting the Dashboard
Which filters can users apply when tracking tickets?
Tickets can be filtered by department, channel, priority, and custom status. The dashboard begins with All Departments and All Channels by default. Filters are layered on top of the chosen view, so the view defines the starting set and each filter further narrows it.
How does the Department filter affect ticket results?
Department filters show tickets from one selected department or from all departments. This is useful when an organization has separate support functions. For example, select Technical Support to exclude tickets belonging to other departments, then add Email as the channel to see only technical-support requests submitted by email.
Which channels can be used to filter tickets?
The channel filter can narrow tickets by the way they were received, including email, web, chat, forums, Twitter, and Facebook. Use it when the communication source matters to the review. For example, filtering to Chat can help a user review requests that began through a live conversation rather than through email.
Can users filter by urgency or importance?
Yes. The Priority filter supports High, Medium, and Low priorities as designated in the Desk portal. It is intended to help users focus on more urgent work. A user can open My Requests, select a department, and then choose High priority to identify high-priority requests within that department.
Can users filter tickets by every status used by the support team?
No User-defined statuses are not supported as ticket-filter values. Users can use the predefined statuses provided. Custom-status filters may be available for ticket views such as My Open Tickets, My Overdue Tickets, and My Closed Tickets, but their availability depends on the Desk account configuration.
Why is a needed custom-status filter missing from the Help Center?
Custom-status filters shown in the Help Center are based on ticket-status filters configured in the Desk account by an agent or administrator. In addition, the Help Center Access setting Display custom status as a Tickets filter in Help Center must be activated. If either prerequisite is not met, the custom status will not be available for users to select.
How do multiple custom-status filters work in one view?
A ticket view can include more than one custom-status filter, and users can select one or all of them to refine results. For example, if My Open Tickets offers defective products, refunds, and warranty claims, selecting refunds isolates that type of request; selecting multiple values broadens the result to the selected custom-status categories within the view.
Can users change the order in which tickets appear?
Yes. Tickets can be sorted by recent thread activity or by creation time. Sort by recent thread activity when the newest conversation updates should surface first. Sort by creation time when reviewing requests in the order they were submitted.
Ticket Status and Expectations
What does an Open ticket indicate?
Open indicates that a ticket has been received and is being handled once assigned to an agent. A ticket can remain Open even if no agent has yet been assigned. New tickets are Open by default.
Does On Hold mean the request is closed or no longer being handled?
No. On Hold indicates that work is paused while the agent waits for feedback or a solution from another party. Although the agent-side status is On Hold, customers usually see these tickets as Open. Users should therefore treat On Hold as an active request awaiting an input, not as a completed request.
What does Escalated mean in ticket tracking?
Escalated generally indicates that the ticket was not resolved within a defined time frame, commonly after an SLA breach triggers related actions. Escalated tickets are generally treated as Open by default. An escalated label therefore signals that the request remains active and requires attention rather than that it has been resolved.
What happens when a ticket is closed and the customer replies again?
Closed indicates that the request has been resolved. A ticket may be closed by an agent or automatically after a configured number of days. If the customer replies again, the closed ticket is reopened. This allows the existing support history to continue instead of requiring a separate request for the follow-up.
Why might a ticket be visible under an account or shared with coworkers?
Accounts can have one or more contacts associated with them. When an account is entered while a ticket is created, the contact is linked to that account. This association enables end users to see tickets submitted by their coworkers in the Help Center, where applicable.
Exporting Ticket Records
Can users keep an offline record of submitted tickets?
Yes. Users can export submitted tickets as a CSV file. Exporting is useful for keeping a personal record, reviewing historical interactions offline, or sharing ticket data with others while the Help Center continues to show live ticket status.
How is ticket data exported from the Help Center?
- Navigate to My Area in the Help Center.
- Click the Export CSV icon.
- After the export completes, click More options.
- Select Export History.
- In the left tab, locate the exported file and click the Download icon.
The export format is CSV. Processing can take a few seconds, with the duration varying according to the amount of data exported.
Are all ticket views eligible for export?
No. All CC’d Tickets views cannot be exported. Export only from an eligible view, such as a view of submitted requests. Also note that completed export files remain available in Export History for up to seven days from completion; download the file within that window.
Can anonymous Help Center visitors track their ticket status?
Customers can submit tickets without signing up, but they cannot keep track of the status. Registered Help Center users can use the available ticket views, including standard views such as My Tickets, My Open Tickets, My Closed Tickets, My On Hold Tickets, and—when applicable—My Overdue Tickets.
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