Support Dashboard Overview

Support Dashboard Overview

The Support Dashboard provides a centralized inbox for managing all customer support requests. View, respond to, track tickets, and integrate with external issue tracking systems like Jira and Linear.

Key Features

• Split View Layout - Ticket list on the left, details on the right
• Real-time Updates - Automatic refresh of ticket list
• Resizable Panels - Customize panel sizes to your preference
• Pagination - Navigate through large lists (8 tickets per page)
• Quick Actions - Resolve, archive, edit, and delete tickets
• Search & Filters - Find tickets by search, status, priority, or category
• Attachments - View and share files in tickets and replies

Ticket Information

Each support ticket shows:

• Customer Name/Email - Who submitted the request
• Subject - The ticket title/summary
• Description - Initial ticket content
• Status - New, Open, In Progress, Resolved, or Closed
• Priority - High, Medium, or Low
• Category - Bug Report, Feature Request, General, Billing, or Account
• Message Count - Number of replies in conversation
• Created Date - When the ticket was submitted

Status Workflow

Track tickets through their lifecycle:

• New - Ticket just submitted, not yet viewed
• Open - Ticket is being actively worked on
• In Progress - Currently addressing the issue
• Resolved - Issue has been resolved
• Closed - Ticket is finished and archived

Getting Started

1. Navigate to Support Dashboard from the sidebar
2. Review incoming tickets in the inbox
3. Click on a ticket to view its conversation
4. Update status, priority, or category as needed
5. Reply to customers or add internal notes
6. Resolve tickets when complete

External Integrations

The Support Dashboard integrates with external tools for issue tracking and development:

• Jira - Create Jira issues and service desk tickets from support tickets
• Linear - Create Linear issues from support tickets

Message Thread

The conversation view shows the complete thread of:

• Original Ticket - First message from the customer
• Customer Replies - Messages sent by the customer
• Team Replies - Responses sent to the customer
• Internal Notes - Private notes for your team (marked with a lock icon)

Attachment Viewer

View ticket attachments in a dedicated viewer:

• Images - Full-screen image viewer with zoom
• Videos - Video player with playback controls
• Documents - Built-in PDF viewer
• Download - Download any attachment to your computer
File Info - View file name and size

Reply Options

When responding to tickets:

• Internal Note Toggle - Switch between public replies and private notes
• Attachments - Add files to your response
• Send Button - Send reply or add note

AI Response Generator

Generate professional responses using AI:

• AI Analysis - Analyzes the entire ticket conversation
• Tone Selection - Choose between Friendly, Professional, Formal, or Casual
• Custom Instructions - Add specific guidance for the AI

Ticket Actions

Quick ticket actions from the toolbar:

• Archive - Remove ticket from inbox to archive
• Edit - Modify ticket subject and description
• Resolve - Mark ticket as resolved with one click
• Delete - Permanently remove a ticket

Organization & Account

Organization and account management features are managed separately from the Support Dashboard. Access to these features depends on your permissions and organization settings.