Guides

Frontline Tickets — Complete User Guide

1. Tickets List Page

Path: Frontline → Team Inbox → Tickets

What it does

The Tickets page shows all support tickets created in your Frontline system. Tickets help your team track customer issues, questions, or tasks from start to finish.

What is on the page

At the top:

• 1 record found — Shows how many tickets exist.
• Import / Export — Buttons to import tickets from a file or export the list.
• View — Change how the list is displayed.
• Sort — Sort tickets by different criteria.
• + Add ticket — Button to create a new ticket.

The table columns:

• NAME — The title of the ticket.
• STATUS — The current stage of the ticket. Example: New.
• CHANNEL — Which channel the ticket belongs to. Example: Test Channel.
• PIPELINE — Which pipeline the ticket is in. Example: 123.
• BRANCH — The branch related to the ticket. Example: Broadway Wintergarden.
• DEPARTMENT — The department related to the ticket.
• ASSIGNEE — The person assigned to the ticket.

In the left sidebar under Frontline → Channels, you can filter tickets by:

• Channel name. Example: Test Channel
• Pipeline name. Example: Test Pipeline

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2. How to Add a New Ticket

1. Click the + Add ticket button at the top right.
2. A New ticket panel opens on the right side.

Fields to fill:

• Ticket Name — Enter the title of the ticket.
• Channel — Select which channel this ticket belongs to. Example: Test Channel
• Pipeline — Select the pipeline. Example: 123
• Status — Choose the ticket status. Example: New
• Priority — Choose priority level. Example: No Priority
• Assignee — Select a team member to handle the ticket.
• Branch — Select the related branch.
• Department — Select the related department.
• Start Date / Due Date — Set when the ticket starts and when it is due.
• Tag — Add tags to organize the ticket.

1. Click Save to create the ticket.

2. 

3. Ticket Detail Page

Path: Click on any ticket name from the Tickets list.

What it shows

The Ticket Detail page has all the information about one ticket.

At the top:

• Ticket title — Example: Test
• Channel — Example: Test Channel
• Pipeline — Example: 123
• Branch — Example: Broadway Wintergarden
• Department — Example: Broadway
• Status — Example: New
• Priority — Example: Medium
• Creator / Assignee — Example: broadway temuulen

Below the title:

• Select assigned members — Assign more team members.
• Start Date / Due Date — Example: Sep 23 – Sep 25
• Select Tag — Add or change tags.
• Archive — Move the ticket to archive.
• UnSubscribe — Stop receiving updates about this ticket.
• Add attachments — Upload files related to the ticket.

In the middle:

• The ticket description or conversation. Example: hi this one is test for video
• A note section at the bottom where you can type: Leave a note...

At the bottom:

• Created by broadway temuulen — about 1 hour ago — Shows who made the ticket and when.

  

4. Ticket Detail Tabs

On the left side of the Ticket Detail page, there are two tabs:

Overview

This is the main view. It shows the ticket title, details, description, and activity history.

Properties

This tab shows extra custom fields and connected information.

In the example, it includes sections like:

• STRIPE PAYMENT — Fields for payment-related information.
• ERXES TICKETS — Custom fields such as:
  • Language
  • Plugin
  • How can we understand your request?
  • Issue resolution
  • Weight of ticket

These fields are configured by your admin and may be different for each organization.

5. Right Sidebar in Ticket Detail

On the right side of the Ticket Detail page, there are several icons. Each icon opens a different related section.

Customers

• Shows customers connected to this ticket.
• If empty: No customers to display at the moment.
• You can click + Add Customer to connect a customer.

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Companies

• Shows companies connected to this ticket.
• If empty: No companies to display at the moment.
• You can click + Add Company to connect a company.

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Progress

• Shows ticket progress statistics.
• Example:
  • New: 0
  • Open: 0
  • Closed: 0
  • Resolved: 0
• You can switch between All Time and other time ranges.

• Below the stats, you can filter by Assignee, Source, or Tag.

  

Transactions

• Shows payment or transaction records related to the ticket.

• If empty: No transactions to display.

  

Score Summary

• Shows loyalty or reward points related to the customer.
• Example:
  • Total Point Earned: 0
  • Points Balance: 0
  • Total Point Redeemed: 0
• Also shows:
  • Redemption Rates: 0.0%
  • Active Loyalty Members: 0
  • Monthly Active Users: 0

  • 

Deals

• Shows sales deals connected to this ticket.
• If empty: No deals to display at the moment.
• You can click + Add a deal or Choose an existing deal.

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POS Orders

• Shows point-of-sale orders related to the ticket.
• If empty: No POS orders to display at the moment.

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Invoices

• Shows invoices connected to the ticket.
• If empty: No invoices to display at the moment.

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Triages

• Shows triage records, which are used for sorting or categorizing tickets.
• If empty: No triages to display at the moment.
• You can click + Add triage to create one.

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Projects

• Shows projects connected to this ticket.
• If empty: No projects to display at the moment.
• You can click + Add project to connect a project.

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6. Empty Tickets Page

Path: Frontline → Tickets (when no tickets exist)

What it shows

• 0 records found
• No tickets found
• The list is empty because no tickets have been created yet or the selected filter shows no results.

To create a ticket, click + Add ticket.