Tickets

Go to Helpdesk › Tickets to see the requests your helpdesk is working, find one, and change it without opening it. Select a ticket to open it; it takes the whole page (the sidebar folds to its rail while a ticket, task, device or part is open; point at it or use its toggle to open it), and the list icon at the left of the tab row brings you back. Work a ticket covers everything inside one.

A direct link to a ticket opens its full-page workspace while it loads. If it can't load, select Try again or Back to Tickets to return to the list.

You need View tickets (tickets.view) to open the page, and your plan needs schoolHelpdesk. What you see here also depends on Work as helpdesk staff (tickets.staff):

• With it, you get the inbox this article describes.
• Without it, the same address shows My requests, a simpler page of the tickets you asked for. See If you don't work tickets.

The header#

The page title is Tickets. Next to it is how many tickets match your view and filters, for example "1,234 tickets". That's every matching ticket, not just the page you're looking at.

Solved and Closed tickets are left out until you filter by status: add a Status filter and pick them to see them, or pick Any status (solved and closed too) to see every ticket whatever its status. They aren't in the count either. A ticket counts as open by what its status means, not its name, so a department's own "Done" is left out too.

Actions has two items. You only see it with Create tickets (tickets.create):

• New Ticket opens the new ticket form. See Create a ticket.
• Export to CSV downloads every ticket that matches your view and filters, not just the page you're on. Every ticket field is in the file, not only the columns you show. Hidden Solved and Closed tickets stay out of it unless you filter for them.

Awaiting your approval#

A ticket with an approval step that's yours to decide (assigned to you, or to a team you're on) has Awaiting your approval beside its subject. In the list's default order, newest first, these tickets come first under Waiting on your approval, with the rest below under All other tickets. Sort by any column and the list is in that column's order, approvals included. Open it to decide: Approve and Deny are on the step in the ticket's Tasks panel and on Approval requested in its conversation (Approvals on a ticket). A ticket waiting on someone's approval is in Awaiting approval (its SLA clock paused) until they're done. See Approvals.

Views#

The view picker at the top left swaps the list between preset filters. Pick one, then narrow it further with search and filters.

• All Tickets. Every non-archived ticket you can see, including Solved and Closed. Other views start with active tickets; choose a Status filter to include resolved tickets in them.
• My Tickets. Tickets assigned to you (you, not anyone who shares your name).
• My Team. Tickets assigned to any team you're on. It only appears when you're on a team.
• Unassigned. Tickets with no assignee.

To see tickets at risk of missing an SLA target, or that already missed one, use the SLA filter. To see archived tickets, use the Archived filter. See Search and filters. If this browser had At Risk, Breached or Archived starred or open from before they became filters, the list opens your usual default view instead.

A view name too long for the picker ends in "…". Point at it, or move to it with the keyboard, to read it in full.

Below them are Department views your admins made (see Department views) and your own Saved filters.

• Save filter appears once you've changed the filters. It opens Save Filter: give it a Filter name, an optional Description and Icon, and select Save.

• Who sees it lists every kind of view you're allowed to save, each once, starting on the first:

  • Just me. Only you see it. Not offered when an admin turned personal views off in the department.
  • Shared view, with Share saved views (views.share). Everyone in your account who can share views sees it in this department's list. Only you can change or delete it.
  • Department view, with Manage shared views (views.manage). It goes to Everyone in the department, or only to the teams, roles and people you pick.

  When Just me is the only kind you can save, the choice isn't shown.

• Update view appears when a saved view is open and you've changed its filters. It saves the new filters into that view.

• The star next to any view, built-in or saved, makes it the one that opens when you come back to this page or the inbox beside a ticket. The choice is kept in this browser only.

• The trash can deletes a saved view right away. There's no undo.

Which should I choose?

• Just me. Your own working list, like "My open Chromebook repairs at Lincoln". Nobody else sees it.
• Department view. A list a whole team should work from, like "Facilities – HVAC, open, oldest first" for the HVAC team. Pick the team rather than Everyone in the department, so other teams' pickers stay short. Change it once and everyone it's shared with sees the change.
• Shared view. A list you want to hand to other people who share views, like team leads, without an admin setting it up. Use it sparingly: it lands in each of their pickers, and only you can change it.

The picker always names the view that's showing. Change the filters of a built-in view, such as My Tickets, and it no longer claims to be that view. A saved view stays selected so you can Update view.

Search and filters#

Search tickets... matches words anywhere in the subject, description, ticket number, requester's or assignee's name or email, status, priority and team, and an imported ticket's number in your old helpdesk. The list updates as you type.

The filter button adds filters. Type in Find a filter... at the top to jump to one. Each shows as a chip you can change or remove. Most can be flipped from "is" to "is not", to leave tickets out instead of keeping them.

Filters, and each filter's choices, are listed A to Z. Me and Unassigned stay at the top, and catch-all choices go last, below a line: Other, then None, then No value. Your own ticket fields come after the built-in filters, under a Custom fields heading. Lists whose order means something keep it: Status and Priority in your helpdesk's own order, Topic as the topic tree, Sentiment, and Source. A list longer than five choices has a search box at the top.

• Status, Priority, Team, Tag and Location. Your helpdesk's own values.
• Type. Issue, Outage, Question or Request. See Ticket types.
• Requester. Type a name or email to find anyone who asked for a ticket you can see here, not just those on this page. Before you type, it offers the requesters on this page.
• Assignee. Me and Unassigned at the top, then every agent in your account with their picture. Type to narrow the list. Me always means whoever is looking, so a view saved with it shows each person their own tickets.

Status, Priority, Requester, Assignee, Team, Tag and Location filters hold on to the exact status, priority, person, team, tag or school you picked. Renaming one of them, or two people sharing a name, doesn't change what a filter, a saved filter or a shared link finds. A status or priority you pick also finds the same status in other departments and your account's own copies of it, even if one of them was renamed. A status a department added itself finds only its own tickets.

• Topic. Appears once your helpdesk has topics, each by its full path. A topic finds its subtopics' tickets too: "Devices" finds "Devices › Chromebooks › Broken screen". No topic, at the bottom, finds tickets nobody has sorted yet.
• Device type. Appears when your account has asset types. Matches the type of the device linked to the ticket.
• Source. How the ticket came in: schoolAgent (the chat, and anything filed from the schoolAgent pages, like New ticket on My tickets), Email, Support page (your public request form), Phone, Walk-in, Kiosk (dropped off at a repair kiosk), LocknCharge, or Staff (opened by staff here with no channel of its own: a child ticket, a copy, or one per device from Assets). Tickets that used to read Website now read as one of these.
• Sentiment. How the requester sounds: Upset, Neutral or Positive.
• Origin. Where the ticket was made: schoolOS, or the helpdesk it was imported from (Freshservice, Freshdesk, Zendesk, HappyFox or CSV). Pick schoolOS to leave imported history out, or flip it to "is not" to see only imported tickets. See Import ticket history.
• Tasks. Has tasks, Has open tasks, No open tasks or No tasks. No open tasks includes tickets with no tasks and tickets whose tasks are all finished. No tasks includes only tickets without any tasks.
• Child tickets. Has open child tickets or No open child tickets.
• Read. Unread finds tickets with a reply from someone else you haven't read yet, the same ones that show an orange envelope and how many unread replies beside their number. Read finds the rest. It's about you: a saved view with Unread shows each person their own unread tickets.
• Past due. Open tickets whose due date has passed.
• SLA. At risk finds tickets whose response or resolution target is close and not yet missed (paused tickets are left out). Breached finds tickets that missed a response or resolution target. Pick one at a time: picking the other replaces it.
• Archived. Archived tickets only shows the tickets that were archived, whatever their status, instead of the live ones. It only appears with Archive tickets (tickets.delete). See Archived tickets.
• Assignee out of office. Tickets assigned to someone who's out of office right now: they turned on Out of office in their profile, or their connected calendar has them away. Use it to find work to hand to someone else.
• Device. Tickets about An IT device or A Facilities asset, sorted the way the dashboards sort devices.
• Dates. Created, Updated or Resolved on or after, or on or before, a date. Days start at midnight in your account's time zone, the same days the dashboards count.
• Custom fields. One filter per ticket field, listed under the Custom fields heading. Choice fields and checkboxes let you pick values or No value (always last). Text fields match what they contain. Numbers and dates match exactly.

Clear all filters from the filter bar to go back to everything the view shows.

Your filters, page, rows per page and sort are kept in the page's address. Refreshing, going back, or sharing the link opens the list just as you left it. An older link or saved filter that named a status, priority, person, team, tag or location still opens the same tickets; the address updates to the new form the first time it opens. A saved filter on an old ticket type now filters by the type (or the topic) that type became; a type that became neither shows as Type (retired) for you to remove.

Table, board or calendar#

The three buttons after the filters switch the layout. Your filters, search and view apply to all three.

• Table view. A sortable, paged table. See Columns.
• Kanban view. One column per status, in the order your admins set them (see Ticket statuses). Drag a card to another column to change the ticket's status, the same change as the table's status picker; cards show a lock when you can't change statuses or you're filtering by Archived. Select a card to open the ticket.
• Calendar view. Tickets on the day they're due, by Day, Week, Month or Quarter. Use the arrows and Today to move. Open tickets past their due date say so. Select one to open it.

The board and calendar show as many tickets as the list can load at once. When there are more, a line under them says how many, so narrow the filters or switch to the table to page through the rest.

Columns#

The columns button next to the filters opens Columns: what the table shows, in order, on the left (drag a column or use its arrows to move it, × to hide it) and every other column on the right, grouped and searchable (select one to add it at the end). Changes apply as you make them; Reset to default puts the list back. Your choice is saved for you in this browser.

Shown to start with:

• Ticket #. The ticket's number.
• Subject. Bold when there are replies you haven't read, with a red count. Faces show who else has the ticket open. A task count such as "1/3" means one of three tasks is still open. A percentage shows how much of its tasks and child tickets is done. A laptop with a number is how many devices are linked on its Asset panel; a link with a number is how many tickets it's linked to (its child tickets and its parent).
• Submitter. Who asked for help.
• Status. Select it to pick another status.
• Priority. Select it to pick another priority.
• SLA. Where the ticket stands against its targets, for example At risk, Overdue or Met. A dash means no target applies.
• Assignee. Select it to assign someone, or Unassigned. Someone out of office has an orange ring along the bottom of their picture ("OUT" on larger pictures) and says when they're back ("Out until Fri"). You can still assign them.
• Created.
• Replies. How many replies it has.
• Linked devices and Linked tickets. Off to start. The same counts as the pills on the Subject, as columns you can sort your eye down.

Hidden to start with:

• Updated, Due Date, Last Reply, Last Agent Update and Last User Update. Dates, in your account's date format.
• Location. The ticket's location and, when it has one, its room: AHS › 104. Select it to pick one of your account's locations.
• Source. How it came in.
• Type. The ticket's type.
• Topic. The ticket's topic, by its full path.
• Last Updater. Agent or End User, whoever wrote the last public reply. The request itself counts as the requester's first update, so a ticket nobody has replied to yet shows End User. Internal notes don't count.
• Reopens. How many times it was reopened.
• Requested for. The person a ticket was filed for, when that isn't the requester. A dash when it's for the requester.

The Status and Priority pickers offer your department's own statuses and priorities, and Assignee offers your account's agents, the same people as inside a ticket. Changes you make in a cell save right away, with Work tickets (tickets.update). If one fails, a message says why and the list shows the ticket as it was.

Sort by selecting a column header. The whole list is sorted, not just the page you're on. It starts newest first, with tickets waiting on your approval above the rest (Awaiting your approval). Status and Priority sort in your helpdesk's own order, and Type in the order the types are listed. Empty values go last either way.

The list shows 50 tickets a page. Rows per page at the bottom picks 25, 50 or 100, next to where you are ("51–100 of 1,234 tickets") and the previous and next page buttons.

If the list can't load, it says so instead of looking empty. "You don't have access to these tickets" means your role can't see them. Ask an admin if you need to. Anything else offers Try again.

Change many tickets at once#

Tick the checkbox on each row, or the header checkbox for the whole page. A toolbar appears at the bottom with the count selected. Anyone who can see the list can select several tickets. Which actions the toolbar offers depends on your permissions.

• Change status... Opens a list of statuses to pick from. They come from the tickets' own department. When the tickets are in different departments, only the statuses they all share are listed, and the dialog says so. If they share none, it tells you to pick tickets from one department.
• Change priority... Works the same way, with priorities.
• Assign to... Opens a list of your account's agents, the same people the ticket's Assignee box offers, and Unassigned. Search by name or email.
• Change topic... Pick a topic from the tickets' department (select tickets from one department). When the topic has required fields some tickets don't have yet, it asks for them, says how many tickets lack them, and fills them in on those tickets only; a value a ticket already has stays. Move the 3 that are ready moves the others and leaves the rest as they were.
• Close tickets... Asks you to confirm, then moves each ticket to its department's Closed status. Tickets a rule keeps open are left as they were, and the message says why. For example, open tasks or child tickets, or a required resolution summary. At most 200 at a time.
• Archive tickets Takes the tickets out of every list right away. The message that follows has Undo, which puts back exactly the tickets it archived. At most 200 at a time. You only see it with Archive tickets (tickets.delete).

Every change runs the same checks as making it on one ticket. A ticket that can't take it is left as it was, and the message that follows says how many were changed and why the rest weren't. For example, a status its department doesn't have. At most 200 at a time. Status, priority, assign, topic and close need Work tickets (tickets.update). Archiving also needs Archive tickets (tickets.delete).

Close or archive?#

• Close when the work is finished. The ticket moves to its Closed status, stays findable with a Status filter, and keeps its SLA result and history. This is almost always the right choice.
• Archive when the ticket shouldn't be in any list at all: spam, a test ticket, an accidental duplicate nobody worked. It leaves every view until someone restores it.

For example, after a phishing email creates 40 tickets overnight, select them with a Requester filter and Archive tickets. After a building's projector refresh is finished, Close tickets... on the 25 install tickets instead, so they stay on record as finished work.

Archived tickets#

Archiving is how a ticket leaves every list. Nothing is ever deleted: an archived ticket keeps its conversation, fields and history, and you can bring it back at any time.

Add the Archived filter and pick Archived tickets only to see them. Search and other filters work as usual, and Solved and Closed tickets aren't hidden here. To go back to the live tickets, remove the Archived tickets only chip, clear all filters, or pick a view. You can save the Archived filter, with others, as a view of your own.

• Select an archived ticket to restore it. schoolOS asks "Restore this ticket?" first. It goes back to the lists just as it was, and then opens like any other ticket. An archived ticket can't be opened or changed until it's restored.
• To restore many, tick them and choose Restore tickets in the toolbar. The message that follows has Undo, which archives them again. At most 200 at a time.

Archiving and restoring show on the ticket's timeline as Archived and Restored, with who did it and when. Both need Archive tickets (tickets.delete), and you can only restore tickets you could see before they were archived.

Create a ticket#

Select Actions › New Ticket. You need Create tickets (tickets.create). The form has three parts.

Ticket Properties

• Requester. Who it's for. Search by name or email. Leave it empty to file it for yourself. The ticket takes the requester's school unless you pick a location. Only helpdesk staff see this field.
• Requested for. Optional: the person it's about, when that isn't the requester, such as the student whose device a teacher called about. Replies still go to the requester. Only helpdesk staff see this field. See Requested for.
• Came in by. Phone (the default), Walk-in or Email. Only helpdesk staff see this field.
• Subject. Required.
• Priority. Starts on your department's default priority. Leave it and schoolOS sets the priority when the ticket is created: your routing rules or AI priority may set it, otherwise it's the default. Pick one yourself and your choice is kept.
• Status. Starts on the first status in your list.
• What's it about? The topic. schoolOS suggests one from the subject and description as you type. Picking a topic also picks its type, unless you chose a type yourself. Only helpdesk staff see this field.
• Type. Issue, Outage, Question or Request. It starts on Question; leave it and the topic or AI triage may set it, pick one and your choice is kept. The line under it says where it came from, like "From the topic". See Ticket types.
• Tags. Add tag to pick from your tags.
• AI suggestions. When your account has AI triage on, schoolOS suggests a priority, type, tags and a device from what you wrote. Use each suggestion, or dismiss them all. Anything only the AI filled in goes back to its default when you dismiss.
• Assigned To. Your account's agents, the same people the ticket's Assignee box offers, each with their picture (you're listed first), or Unassigned. Type a name or email to narrow the list; it also finds agents beyond the ones listed. Use the arrow keys and Enter to pick, and Escape to close it.
• Location. The location, or a room inside it: pick the location, then one of its rooms. A ticket with a room reads AHS › 104 wherever it's listed. Leave it empty on a ticket about a device and the ticket takes the device's location and room. Pick a location the device isn't at and the ticket isn't created: "Selected asset does not belong to the selected location".
• Due Date.
• Your ticket fields for the chosen topic. Fields marked as required on submit must be filled in.

New Ticket

• Activity tab: Description.
• Details tab: Estimated Cost, Actual Cost and Hours Worked.

Lifecycle & Summary repeats the due date and assignee so you can check them.

Select Create Ticket. schoolOS opens the new ticket. Cancel goes back to the list.

If you don't work tickets#

People without Work as helpdesk staff (tickets.staff), such as teachers and students, see My requests at this address instead of the inbox. It lists the tickets they asked for, and guardians also see their students' tickets. From there they read public replies, reply, confirm a fix or reopen, and submit a new request. See My requests.

Who can do what#

• View tickets (tickets.view): open the page.
• Work as helpdesk staff (tickets.staff): see the inbox rather than My requests, and file for someone else.
• Create tickets (tickets.create): Actions, New Ticket and Export to CSV.
• Work tickets (tickets.update): change cells in the list, and change status, priority, assignee or close many at once.
• Archive tickets (tickets.delete): archive, the Archived filter, and restore.
• Share saved views (views.share): save a Shared view, and see the ones others shared.
• Manage shared views (views.manage): save department views from Save filter.

Which tickets you see depends on your role's reach (the whole account, one district or your locations), your department, and private and FERPA-protected tickets. See Who sees what.