A personal list of pending tickets, sorted by SLA countdown, with urgent / overdue tickets pinned in red, and handle / reassign / close in three seconds — doubling the efficiency of frontline service roles.
One look tells you which ticket to handle first and what to do next
Ascending by remaining SLA time, the most urgent on top, avoiding missed timed-out tickets
One-click "Urgent only" or "High priority only," focusing energy on important issues
Write handling notes and switch status inline in the list without opening the detail page — common actions in 3 seconds
For a ticket you can't handle, reassign to a colleague in one click with a noted reason, keeping tickets flowing smoothly
Phone communication during handling is auto-logged to the ticket timeline, making back-and-forth traceable
Tickets handled today / this week / month, average handling time and satisfaction score — self-check your KPIs
When support / engineers arrive at their desk in the morning and open "My Tickets," sorted by SLA countdown, the most urgent is right at the top. Handle that one, then the next, and by day's end the list is cleared.
Expand a "handle" popup inline in the list to write notes, change status and attach images, then close — done. No tedious flow of click ticket → load detail page → scroll for the button → write → save → return to list.
Handle 30-50 inquiry tickets a day, boosting efficiency with inline reply templates + status switching.
Handle 5-10 technical fault tickets, focusing on the remaining SLA time to avoid timeouts.
Open "My Tickets" on the phone, plan the visit route by geolocation, and handle in sync during field work.
Watch key customers' tickets and proactively follow up to ensure issues get resolved.
The global ticket view, where managers see overall team progress
Multi-dimensional stats on handling efficiency, satisfaction and more
A dedicated after-sales work list, with the same action-board pattern
Post-handling follow-up calls are auto-written into follow-up records
Give frontline service roles an efficient action board