Tickets Dashboard UI Guide

Queue List View

The queue list displays:

• •Queue Name: The queue identifier
• •Open Tickets: Count of unresolved tickets
• •SLA Health: Green (healthy), Yellow (at risk), Red (breached)
• •Assignment Strategy: How tickets are distributed (Round-robin, Least busy, Skill-based)
• •Actions: Edit, view tickets, delete queue

Creating a Queue

Click "Create Queue" to add a new support category:

1. 1.Queue Name (text input): e.g., "Bug Reports", "Billing", "Feature Requests"
2. 2.Description (text area): Explain what this queue handles
3. 3.Category (SearchableSelect): Link to a ticket category (defines form fields)
4. 4.Assignment Strategy (dropdown): Choose Round-robin, Least busy, Skill-based, or Manual
5. 5.SLA Settings: Set response/resolution targets for each priority level
6. 6.Click green "Save Queue" button (BLACK text)

Setting SLA Targets

For each queue, configure SLA (Service Level Agreement) parameters:

For each priority level (Urgent, High, Normal, Low), set:

• • Response Time Target (e.g., 15 min for Urgent)
• • Resolution Time Target (e.g., 2 hours for Urgent)
• • Escalation Action (notify manager when breached)

Tickets List Interface

The ticket list shows key information for each ticket:

• •Ticket ID: Unique identifier (#12345)
• •Subject: Brief summary of the issue
• •Priority Badge: Color-coded (Red=Urgent, Orange=High, Blue=Normal, Green=Low)
• •Status: Open, In Progress, Waiting, On Hold, Closed
• •Assignee: Staff member responsible
• •Created/Updated: Timestamps showing activity
• •SLA Status: Indicator if meeting response/resolution targets

Filtering & Searching

Use filters to find specific tickets:

• •Queue Filter (SearchableSelect): Show tickets from specific queue
• •Status Filter (multi-select): Filter by Open, In Progress, Waiting, etc.
• •Priority Filter: Show only Urgent, High, Normal, or Low
• •Assignee Filter (SearchableSelect): Tickets assigned to specific staff
• •Search Box: Type to find by ticket ID, subject, or customer name

Ticket Detail View

Click a ticket to view and manage it:

Staff Roles

Different staff members can have different permission levels:

• •Agents: Handle tickets, reply to customers, add internal notes
• •Supervisors: Manage agents, handle escalations, create categories
• •Managers: Full access, create queues, configure settings, view analytics
• •Admins: System access, user management, configuration

Adding Staff Members

Click "Add Staff Member" to assign support roles:

1. 1.User/Role (SearchableSelect): Select Discord user or role to assign
2. 2.Role Level (dropdown): Choose Agent, Supervisor, Manager, or Admin
3. 3.Assigned Queues (SearchableSelect multi-select): Which queues can they work on
4. 4.Specializations (tags): Mark if they're specialist (for skill-based routing)
5. 5.Click green "Add Staff Member" button (BLACK text)

Staff List Management

The staff list shows all team members with their roles and assigned queues. Use the edit icon to modify permissions or the delete icon to remove staff.

Creating a Category

Click "Create Category" to add a new ticket type:

1. 1.Category Name: e.g., "Bug Report", "Feature Request", "Account Help"
2. 2.Description: Explain what this category is for
3. 3.Icon/Color: Visual identifier for the category
4. 4.Add Form Fields: Click "Add Field" for each required piece of information

Form Field Configuration

For each field, configure:

• •Field Label: Display name (e.g., "Bug Description")
• •Field Type (dropdown): Text, Long Text, Dropdown, Multi-select, Checkbox, Date, etc.
• •Required (toggle): Must user fill this field?
• •Placeholder Text: Help text or example
• •Options (for dropdown/multi-select): Add choices

Transcript Configuration

Set up how ticket transcripts are handled:

• •Auto-Generate on Close (toggle): Automatically create transcript when ticket closes
• •Storage Location (SearchableSelect): Send transcripts to a channel or archive
• •Include Internal Notes (toggle): Add staff-only notes to transcript
• •Send to Customer (toggle): Email/DM transcript to customer
• •Transcript Format (dropdown): PDF, TXT, or Discord embed

SLA Metrics Display

The SLA dashboard shows key performance indicators:

• •Overall Compliance Rate: % of tickets meeting all SLAs (target: 95%+)
• •Breached Tickets: Count of tickets missing SLA targets
• •Avg Response Time: Average time to first reply
• •Avg Resolution Time: Average time to close

Compliance Charts

Visual representations of SLA performance:

• •Queue Compliance: Pie chart showing compliance by queue
• •Priority Breakdown: Performance by priority level
• •Trends Over Time: Line graph showing compliance improvement/decline
• •Staff Performance: Individual staff member compliance rates

Breach Alerts

The dashboard highlights tickets at risk or breached:

• •Yellow Alert: SLA deadline approaching (within 15 minutes)
• •Red Alert: SLA breached, deadline exceeded
• •Priority Sort: Sort breached tickets to top of list