About the Tickets Page

This topic explains what you'll find on the Tickets page and the actions you can take on one or more Tickets in the table that displays there.

Overview

Click the Tickets tab in the Syncro header to display the Tickets page and table.

For step-by-step instructions, see Locate and Act on Tickets. For details on customizing the table, see About the Tickets Table.

About the Ticket Views Panel

This topic explains the Ticket Views panel and how to use it to change what displays in the Tickets table.

Overview

Click on a View in the Ticket Views panel to change both the Ticket View Metrics panel and the Tickets that display in the Tickets table.

Unless you change this, Syncro displays the "All Unresolved" Ticket View, the first Ticket View in the Pinned Views list, by default.

From the Ticket Views panel header, you can click the:

• Plus (+) icon to create a new Ticket View.
• Gear icon () to navigate to the Ticket Views Settings page, where you can edit and manage all of your Ticket Views in one place, and set the default view.
• Caret (<) icon to collapse the Ticket Views panel and see more of the Tickets table.

Pinned Views show first, followed by any unpinned but available Ticket Views (Other Views). Both the Pinned Views and Other Views sections are collapsible. The number of Tickets currently meeting the criteria for each Ticket View also displays, so you can see exactly what you want with a single click.

For instructions on creating and managing Ticket Views, see Ticket Views.

Notes

• If you're on Syncro's Team Plan, you can set different default Ticket Views per Technician.
• Syncro recommends expanding Pinned Views and collapsing Other Views so you can focus on what's most important. You'll still always have easy access to Views you don't use often.
• The number of filters comprising the current Ticket View displays next to the Filters button menu in the action bar. See Filter Tickets.
• Click Compare Views to navigate to the Ticket View Metrics report.

Locate and Act on Tickets

This topic explains how to search, filter, group, and take bulk action on Tickets using the action bar.

Overview

In addition to using Ticket Views, you can search, filter, and group Tickets using the action bar. Once you've selected one or more Tickets, you can also modify them in bulk.

To search for a Ticket, use either the Ticket page-specific search or Smart Search. The Search (all the things) box is also always available in the Syncro header, though it isn't Ticket-specific.

For step-by-step instructions, see Search for a Ticket, Filter Tickets, Group Tickets, and Edit, Delete, or Export Tickets.

Search for a Ticket

Use this procedure to find a specific Ticket using the Ticket page-specific search.

1. Hover over the magnifying glass icon in the action bar:
   
   The search field displays:
   
2. Type a few characters (max 50) of the Customer or Subject.
3. Press Enter. Only matching Tickets display in the table. To redisplay the full list, delete your search text and press Enter again.

Filter Tickets

Use this procedure to modify the filters applied to the Tickets table. (See also: About Tables in Syncro.)

1. Click the Filters button menu in the action bar.
2. Expand each relevant section to view or modify the selected filters:
   
3. Click Apply. Syncro updates the Tickets table to match your selected filters. For details on how filters relate to saved Ticket Views, see Locate and Act on Tickets.

Tip: Click Clear Filters in the Filters menu header to remove all filters, including groups, from your Tickets table.

Group Tickets

Use this procedure to visually distinguish Tickets in the Tickets table by placing them into organized groups. (See also: About Tables in Syncro.)

Steps

1. Click the Filters button menu, then go to the Group By section:
   
2. Select a Primary group, for example Status:
   
   Note: Only Ticket Status groupings can be reordered; to use a custom order, sort your Ticket statuses, then set the "Sort Ticket View 'Grouped by Status'" dropdown to "Custom Ticket Status Order." (See also: Ticket Settings Reference.)
3. Optionally, select a Secondary group, for example Technician:
   
4. Click Apply. Syncro displays a header row for each group, with the number of Tickets in parentheses.

Result

All groups start out collapsed by default. Click the caret on a header row to expand it.

Tip: Click Clear Groupings in the Filters menu's Group By section to remove groupings from your Tickets table while preserving other filters.

Edit, Delete, or Export Tickets

Use this procedure to edit or delete multiple Tickets at once, or export the current Ticket View.

Note: The Export Current Ticket View option does not require you to select any tickets. This option exports your custom-filtered Ticket View directly to CSV with a single click ensuring that the exact columns, filters, and sort orders you have configured in your view are perfectly preserved in the exported file. (To keep your exports fast and efficient, each file supports up to 20,000 tickets.)

1. To select Tickets, click the checkbox to the left of one or more Tickets, or click the header row's checkbox to select or deselect all Tickets. (Not required if you're exporting, see Note.)
   
2. From the Actions dropdown menu, select Edit, Delete, or Export Current Ticket View.
3. If you selected Edit, update the Status, Tech, and/or Tags for the selected Tickets. You can also add Public (emailed) Comments and Private Comments to the Tickets. (See also: About the Ticket Communications Section.)
4. If you selected Delete, confirm the removal. IMPORTANT: Deleted Tickets are permanently removed from Syncro and cannot be recovered.

About the Tickets Table

This topic explains how the Tickets table displays information and how to navigate it.

Overview

You can set up the Tickets table to show exactly the information you want to see: specify and order table columns, sort and preview Ticket information, and edit information inline.

Click a hyperlinked Ticket number in the # column, or the hyperlinked Ticket Subject, to view that Ticket's Details page. (See also: About the Ticket Details Page.)

Click the hyperlinked Customer Name to view that customer Organization's Details page.

The title of the Tickets table changes to match the Ticket View currently selected in the Ticket Views panel. When no Ticket Views are selected, the Tickets table shows "Tickets." That means even when the Ticket Views panel is collapsed, you know what view you're looking at.

Tip: When a view is selected, you can click the gear to the right of the Ticket table title to set metric thresholds or edit Ticket Views. 

If you're using Automated Ticket Triage & Dispatch, the system may auto-assign or suggest values for the Tech and Priority fields. Auto-assigned values display a persistent, visible tag; suggestions appear grayed out until you confirm or select a different value. (See Automated Ticket Triage & Dispatch for details.)

For step-by-step instructions, see Customize the Tickets Table, View a Ticket, and Edit Ticket Information Inline.

Color Coded Table Indicators

Use this reference to interpret the color-coded cells in the Tickets table. Unless otherwise noted, you cannot change these colors.

Column	Color	Meaning
Status	Varies	Color-coded based on your Ticket Settings.
Due Date	Red	The due date is today or past (less than 12 hours away).
Due Date	Yellow	The due date is tomorrow (12 to 36 hours away).
Last Updated	Green	The Status includes the word "resolve."
Last Updated	Red	The Status does not include the word "resolve" and the Ticket hasn't been updated in 3 or more days.
Last Updated	Yellow	The Status does not include the word "resolve" and the Ticket has not been updated in exactly 3 days.
		The SLA is breaching soon.
		The SLA has breached.
Priority	Red	Urgent
Priority	Yellow	High
Priority	Blue	Normal
Priority	Gray	Low

(See also: Ticket Settings Reference.)

Customize the Tickets Table

Use this procedure to specify and order the columns in the Tickets table.

Note: Sorting in the Tickets table works the same as it does in any other Syncro table. When groups are also in use, sorting a column sorts Tickets by that column within each group. See also: About Tables in Syncro. 

1. To customize ticket table columns, click the gear () icon in the upper right of the Tickets table's header row.
2. Select which columns you want to display. By default, the table displays the Ticket number, Customer, Subject, Status, Tech, Priority, and Due Date.
3. Use the triple-line icon on the right to drag and drop columns into your desired order. 
   Tip: If you select more columns than fit on your screen, scroll to the far right to find the gear icon and readjust them:
   
4. Click Save to all Views to apply your column selection to every Ticket View, or Save to this View to apply it only to the Ticket View you're currently on. Either option saves the column selection to the view itself, so anyone who opens that view sees the same columns.

Icon Meanings

Use this reference to interpret the icons that can display in each row of the Tickets table.

View a Ticket

Use this procedure to open a Ticket's Details page, or preview it without leaving the Tickets table.

1. Click the hyperlinked Ticket number or Subject to open that Ticket's Details page. (See also: About the Ticket Details Page.)
2. Alternatively, hover your mouse to the left of the Ticket number to display the magnifying icon, then click it to preview the Ticket without leaving the table:
   

Edit Ticket Information Inline

Use this procedure to update Ticket information directly from the Tickets table.

Prerequisites

You must have permissions to edit Tickets.

Steps

1. Click into a Ticket table cell, for example Subject, Status, Tech, Priority, or Type. Billing Status, Customer, and Last Updated are not inline editable.
2. If the cell displays a dropdown menu, select from the list of options.
3. If the cell contains a hyperlink, click the hyperlink or hover to reveal the Edit () icon, then click either one to edit the text.
4. In edit mode, click the green checkmark to save your change. You can also press Enter or click outside the cell to save. Edits made here might take a few minutes to sync for other Technicians looking at the same Ticket.