Ticket Management
Master the complete ticket lifecycle from creation to resolution with Loopdesk's powerful ticketing system.
Creating Tickets
Manual Ticket Creation
From Admin Panel
1
Navigate to Admin Panel
Go to Admin → Tickets → Create New
2
Fill Required Fields
Subject, customer, department, and priority
3
Add Description
Detailed explanation of the issue
4
Set Options
Tags, due date, attachments, assignments
Automatic Ticket Generation
Email Integration
Tickets from customer emails
Web Form
Customer portal submissions
API Integration
Third-party system integration
Phone Calls
Manual entry from phone support
Ticket Information Fields
Required Fields
Ticket Number
Auto-generated unique identifier (e.g., #TKT-2025-001)
Subject
Issue summary (max 255 characters)
Customer
Associated customer account
Status
Current ticket state
Priority
Impact and urgency level
Department
Responsible team
Created Date
Automatic timestamp
Optional Fields
Category
Issue classification
Assigned Agent
Responsible team member
Due Date
Expected resolution time
Tags
Custom organization labels
Custom Fields
Configurable additional data
Best Practice
Use descriptive subjects that summarize the issue. Good: "Login error after password reset" Bad: "Problem with account"
Ticket Lifecycle
Status Progression
1
Open (Initial State)
- • Newly created or reopened tickets
- • Ready for agent assignment
- • Customer can add information
- • SLA timer starts
2
Pending
- • Waiting for customer response
- • Additional information requested
- • SLA timer paused
- • Automatic reminders can be set
3
Resolved
- • Solution provided to customer
- • Awaiting customer confirmation
- • Can be reopened if unsatisfactory
- • SLA timer stopped
4
Closed
- • Issue fully resolved
- • Customer confirmation received
- • Final state in most workflows
- • Can be reopened if needed
Advanced Status Options
Some organizations use additional statuses:
In Progress
Actively being worked on
Escalated
Moved to higher tier support
On Hold
Temporarily suspended
Cancelled
Request withdrawn
Status Change Rules
Automated Changes
- Open → Pending: When requesting customer info
- Pending → Open: When customer responds
- Resolved → Closed: After customer confirmation or timeout
- Any → Open: When customer reopens
Manual Changes
- Agents can move between any statuses
- Status history is tracked
- Automatic notifications sent on changes
Priorities & Status
Priority Levels
L
Low Priority
- • Minor issues or requests
- • Standard response time: 24-48 hours
- • Examples: Feature requests, cosmetic issues
- • SLA: Flexible based on workload
Color coding: Green
N
Normal Priority (Default)
- • Standard business issues
- • Response time: 8-12 hours business days
- • Examples: General questions, minor bugs
- • SLA: Standard support agreement
Color coding: Blue
H
High Priority
- • Significant business impact
- • Response time: 2-4 hours
- • Examples: System errors affecting multiple users
- • SLA: Expedited handling required
Color coding: Orange
U
Urgent Priority
- • Critical business functions affected
- • Response time: 30 minutes - 1 hour
- • Examples: System outages, security issues
- • SLA: Immediate attention required
Color coding: Red
Priority Assignment Guidelines
Factors to Consider
-
Impact: How many users affected?
-
Urgency: Time sensitivity of the issue
-
Business Value: Revenue or operational impact
-
Customer Tier: VIP or enterprise customers
-
Time of Day: Business hours vs. after hours
Automatic Priority Rules
- Keywords in subject/description
- Customer tier or account type
- Time since last response
- Department or category defaults
- Email sender priority
Important
Train your team on consistent priority assignment. Mixed priorities can lead to SLA violations and customer dissatisfaction.
Assigning Tickets
Assignment Methods
Manual Assignment
1
Open the ticket details
2
Click Assign button
3
Select agent from dropdown
4
Add assignment note (optional)
5
Save changes
Automatic Assignment
Round Robin: Distribute evenly among agents
Load Balancing: Assign to agent with fewest active tickets
Skill-Based: Route based on agent expertise
Department Rules: Assign within specific departments
Category Routing: Specific categories to specific agents
Self-Assignment
Agents can claim unassigned tickets
Useful for specialized knowledge areas
Prevents double-assignment conflicts
Audit trail maintained
Assignment Rules Configuration
Setting Up Automation Rules
1
Navigate to Admin → Automation → Create Rule
2
Set trigger: "Ticket Created" or "Ticket Updated"
3
Add conditions:
- • Department equals "Technical Support"
- • Category contains "Software"
- • Priority is "High" or "Urgent"
4
Set action: "Assign to Agent" or "Assign to Department"
5
Enable the rule
Advanced Assignment Logic
Conditional Assignment:
IF ticket.category = "Billing"
THEN assign to "Finance Team"
ELSE IF ticket.priority = "Urgent"
THEN assign to "Senior Agents"
ELSE assign using "Round Robin"
Time-Based Assignment:
- • Business hours: Assign to primary team
- • After hours: Assign to on-call agent
- • Weekends: Route to weekend support team
Managing Agent Workload
Workload Balancing
- View agent ticket counts in real-time
- Redistribute tickets when agents are overloaded
- Set maximum tickets per agent
- Monitor response time performance
Agent Availability
- Mark agents as available/unavailable
- Vacation and sick leave management
- Skill-based availability
- Department coverage requirements
Bulk Operations
Selecting Multiple Tickets
Selection Methods
Checkbox Selection
Click individual ticket checkboxes
Select All
Use header checkbox for current page
Filter + Select
Apply filters then select all results
Search + Select
Search results bulk selection
Bulk Action Options
Status Changes
- • Mark as Resolved
- • Close tickets
- • Reopen closed tickets
- • Set to Pending
Assignment Operations
- • Assign to specific agent
- • Assign to department
- • Remove assignments
- • Reassign from one agent to another
Priority Updates
- • Increase priority
- • Decrease priority
- • Set specific priority level
- • Reset to default priority
Organizational Actions
- • Add tags
- • Remove tags
- • Change category
- • Move to different department
Communication
• Send bulk update notifications
• Add bulk internal notes
• Mass customer communication
• Export ticket data
Bulk Operation Examples
End of Week Cleanup
1
Filter: Status = "Resolved" AND Resolved > 7 days
2
Select all filtered results
3
Bulk action: "Close tickets"
4
Add note: "Auto-closed after 7 days"
Department Reorganization
1
Filter: Department = "Old IT Department"
2
Select all tickets
3
Change department → "New Technical Support"
4
Reassign → "Unassigned"
Priority Adjustment
1
Search: "urgent" OR "emergency"
2
Filter: Priority = "Normal"
3
Select all results
4
Set priority → "High"
Tip
Use bulk operations for routine maintenance like closing old resolved tickets or reassigning during staff changes.
File Attachments
Supported File Types
Documents
PDF, DOC, DOCX, TXT, RTF
Images
JPG, PNG, GIF, BMP, WEBP
Archives
ZIP, RAR, 7Z
Spreadsheets
XLS, XLSX, CSV
Presentations
PPT, PPTX
Other
Custom types configurable
Security Features
File Validation
- Virus scanning on upload
- File type verification
- Size limit enforcement (10MB per file)
- Content inspection for security
Access Control
- Customers see only their attachments
- Agents can see all ticket attachments
- Download logging and audit trail
- Secure file storage with encryption
Storage Management
- Automatic file cleanup policies
- Archive old attachments
- Storage quota management
- CDN integration for performance
Best Practices
For Customers
- Compress large files before uploading
- Use descriptive filenames
- Include screenshots for visual issues
- Remove sensitive information
For Agents
- Download and verify file content
- Share internal documentation securely
- Use attachments for proof of resolution
- Maintain file organization
File Management Interface
Upload Process
1
Click Attach File button
2
Select files or drag-and-drop
3
Files automatically uploaded and validated
4
Thumbnails shown for images
5
Download links provided immediately
Organization Features
- Group attachments by type
- Sort by date, size, or name
- Search within attachment names
- Preview supported file types
- Batch download multiple files
Quick Reference: Keyboard Shortcuts
Ctrl + N
Create new ticket
Ctrl + S
Save current ticket
Ctrl + F
Search tickets
Ctrl + A
Select all tickets
Ctrl + R
Refresh ticket list
Esc
Clear selection