# [Tickets]

Published 2026-10-09

> 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 c

## **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**
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/deb92094-083d-4f34-eaa9-9c09036a4900/public)
    

## **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.  ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/114f5cca-b33b-4cf2-b26d-965bc456b500/public)
    

## **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.
    
    ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/05a90fe2-94ab-4d9b-3bc7-5bfe18fc1f00/public)
    

## **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.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/bb6f204e-d332-4a73-343f-89b1c4b8f900/public)

## **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.
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/a9f81333-3b19-4ede-f1f5-3eba9aec9e00/public)
    

### 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.
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/15f60bdc-5941-446f-1401-17672dd97e00/public)
    

### 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**.
    
    ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/206ba3c2-9ca3-4009-410b-9c88f50ca100/public)
    

### Transactions

-   Shows payment or transaction records related to the ticket.
-   If empty: **No transactions to display.**
    
    ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/a4360a74-f804-4fec-0191-200aab496000/public)
    

### 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
    -   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/492bc16c-82ce-40e8-73f0-bd604d316e00/public)
        

### 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**.
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/043191e2-cb7c-4ed0-e808-2360dacc5c00/public)
    

### POS Orders

-   Shows point-of-sale orders related to the ticket.
-   If empty: **No POS orders to display at the moment.**
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/cd2411db-8881-4cd5-5485-a07996582100/public)
    

### Invoices

-   Shows invoices connected to the ticket.
-   If empty: **No invoices to display at the moment.**
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/9b3aecbd-07db-4613-bd95-30069c4c0d00/public)
    

### 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.
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/08eb1ccf-172e-4fc4-8db8-ea9b57cfa300/public)
    

### 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.
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/532cdcd1-56c7-4390-a508-5f1243eec600/public)
    

## **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**.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/357d25b9-4a2c-48c6-c6b2-f889f7022500/public)