The Tickets Dashboard in HRStop is the central workspace where admins and assigned agents (users) can efficiently track, manage, and resolve internal employee queries. It provides a comprehensive view of all ticket activities along with powerful tools to edit, filter, respond to, or escalate tickets as needed.
Accessing the Tickets Dashboard
To manage tickets:
- Go to the Helpdesk section from the main navigation panel
- Click on the Tickets or Manage Tickets tab (based on your access level)
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You’ll land on the Ticket Dashboard, which displays:
- Ticket Subject
- Raised By
- Category
- Date Raised
- Priority
- Assigned To
- Last Updated
- Status
- Actions
Actions Available on the Ticket Dashboard
1. View Tickets by Status
Easily filter tickets using quick views:
- All Tickets
- Open – Tickets raised but not yet addressed
- Answered – A response has been sent but not yet resolved
- Resolved – Issue addressed and pending closure
- Closed – Issue is closed completely
- Overdue – Tickets that exceeded SLA duration
- Hold / Invalid – Tickets marked as paused or not applicable
This helps prioritize workload and address pending issues effectively.
2. Edit Ticket Details
Admins or agents can click the Edit icon to:
- Change Priority (Low, Medium, High)
- Reassign Ticket to another user or agent
- Modify Category if the ticket was raised under the wrong one
Example: If an employee raised a Payroll ticket under IT Support, the admin can switch the category to Payroll and reassign it to the Payroll Executive.
3. View and Manage Ticket Thread
Click on the ticket subject to view the detailed thread:
- See all previous messages and system logs
- View any attachments submitted (e.g., screenshots, documents)
- Track timeline history: when ticket was raised, responded to, reassigned, escalated, etc.
4. Reply to Tickets
Respond to employees directly from the ticket thread by:
- Typing a custom reply
- Using a Canned Message for frequently asked questions
This ensures consistent and quick responses to repetitive queries.
5. Add Attachments to Ticket Responses
Admins and agents can upload files, such as screenshots, policies, or step-by-step guides while responding to tickets, providing clarity and faster resolution.
6. Export Tickets
To analyze or archive tickets:
- Use the Export option to download ticket data as a CSV file
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Filter tickets by:
- Status
- Category
- Agent
- Date Range
- Useful for SLA tracking, reporting, or performance reviews
7. Perform Bulk Actions
For improved efficiency, admins can take actions on multiple tickets at once:
- Bulk Status Update: Change the status (e.g., mark as Closed or Resolved)
- Bulk Delete: Remove irrelevant or spam tickets
To perform bulk actions:
- Use the checkboxes next to tickets
- Click the bulk action dropdown
- Choose the desired operation (e.g., “Update Status” → “Resolved”)
Ticket Overview Metrics
At the top or side of the ticket page, users can view ticket metrics such as:
- Total Tickets
- Open Tickets
- Answered Tickets
- Overdue Tickets
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Resolved & Closed Tickets
This provides a quick snapshot of support team performance and workload.
Best Practices
- Regularly review overdue tickets to avoid SLA violations
- Use Canned Messages for repetitive responses to save time
- Reassign tickets when agents are unavailable or overloaded
- Ensure appropriate categorization for accurate routing
- Encourage employees to add detailed descriptions and attachments to help with quicker resolutions
Summary
Managing tickets effectively ensures:
- Timely query resolution
- Higher employee satisfaction
- Clear internal communication between departments
- SLA compliance and tracking