The Support Tickets Dashboard is the central hub for managing all customer support tickets in Smart Support. From here, administrators, supervisors, and agents can track, filter, and manage tickets efficiently.

You can access it from:
WordPress Dashboard → Smart Support → Dashboard

This page provides multiple tools for sorting, searching, customizing, and bulk-managing tickets. Let’s break down each feature in detail.

👁️ Show & Hide Columns

You can customize which ticket details appear in your ticket list:

1. Click the Screen Options tab at the top-right corner of the page.
2. A panel will expand with a list of available columns.
3. Check or uncheck boxes to show or hide specific fields.
4. Adjust Tickets Per Page (default 20, can be set up to 200 for large lists).
5. Click Apply to save your preferences.

Available Columns:

• Ticket → Unique ticket ID.
• State → Current ticket state (e.g., Open, On Hold, Delayed).
• Subject → The subject line provided by the customer.
• Customer → Customer name and email.
• Department → Assigned department (Support, Sales, Billing, etc.).
• Priority → Ticket priority (Low, Medium, High).
• Status → Workflow status (New, In Progress, Resolved, Closed).
• Agent → The support agent assigned to the ticket.
• Rating → Customer satisfaction rating (if enabled).
• Activity → Number of replies and current action status (e.g., Waiting for Support).
• Created → The date and time the ticket was created.

🔍 Filters

Filters help you drill down into tickets to find exactly what you need.

Located above the ticket table, you can filter by:

• Status: New, Open, Resolved, Closed.
• State: Open, Delayed, On Hold.
• Priority: Low, Medium, High.
• Departments: Useful if you’ve set up specialized support teams.
• Agents: Show tickets assigned to a specific agent.
• Customers: Show tickets submitted by a specific customer.

Click Filter to apply, or Reset to clear your selections.

Bulk Actions

Bulk actions save time by applying actions to multiple tickets at once.

How to use bulk actions:

1. Select the checkboxes next to the tickets you want to modify.
2. Open the Bulk Actions dropdown above the ticket list.
3. Choose an action:
   • Close – Mark selected tickets as resolved/closed.
   • Reopen – Reopen previously closed tickets.
   • Delete – Permanently delete selected tickets.
   • Assign to Agent – Assign selected tickets to a specific support agent.
4. Click Apply to execute.

🔍 User & Customer Search

The Search bar (top right of the ticket list) lets you quickly locate specific tickets.

You can search by:

• Ticket ID (e.g., #635647)
• Customer name
• Customer email address
• Ticket subject

Additionally, the Customer dropdown filter allows you to select from a list of registered users/customers.

🏷️ Ticket Status & State

From the dashboard, you’ll see two important indicators:

• State (Green label) → Technical state of the ticket (Open, On Hold, Delayed).
• Status (Blue label) → Workflow stage of the ticket (New, In Progress, Resolved, Closed).

📊 Activity Tracking

The Activity column shows the number of replies and the current action status.

Example:

• 0 Replies | Waiting for Support → Customer opened a ticket, waiting for agent response.
• 3 Replies | Awaiting Customer → Agent replied, now waiting for the customer.

This helps agents prioritize tickets that are waiting on them.

✅ Best Practices for Ticket Dashboard Management

• Use Filters → Quickly triage tickets by priority or department.
• Use Bulk Actions → Save time by closing or assigning tickets in batches.
• Adjust Columns → Hide unnecessary columns for faster navigation.
• Search Smartly → Use ticket IDs for precision, or customer names for history lookup.
• Monitor Activity → Prioritize tickets marked Waiting for Support over those waiting on customers.

The Support Tickets Dashboard in Smart Support is designed to give you full control over your helpdesk system. By customizing columns, applying filters, using bulk actions, and searching efficiently, you can dramatically reduce support time and improve customer satisfaction.

👉 Next step: How to Create & Submit a Ticket