Managing Tickets

The Tickets page offers two views for tracking and updating your tickets: a Kanban-style Card view and a spreadsheet-like Table view. Switch between them using the Card / Table toggle in the toolbar.

Card View (Kanban Board)

The Card view organizes tickets into three columns:

  • Open -- New tickets awaiting action.
  • In Progress -- Tickets currently being worked on.
  • Completed -- Resolved tickets.

Each column header shows the status name and the number of tickets in that column.

Ticket Cards

Each ticket card displays:

  • Caller phone number (for intake tickets) or contact info
  • Date and time the ticket was created
  • Question and answer pairs from the form submission (expandable with a show more/less toggle)
  • Status dropdown -- Change the ticket status directly on the card
  • Notes field -- Click to add or edit a note on the ticket
  • Action menu (three-dot icon) with options:
    • View Details -- Opens a modal with the full submission data
    • View Call Details -- For intake tickets, opens call recording and transcript details
    • View Texts -- Opens the text conversation if one exists
    • Delete -- Permanently removes the ticket after confirmation

Drag and Drop

You can drag ticket cards between columns to change their status. Grab the drag handle on the left side of the card and drop it into the target column. The status updates automatically.

Infinite Scroll

Each column loads more tickets as you scroll horizontally. When there are additional tickets to load, they appear automatically as you reach the end of the list.

Table View

The Table view shows tickets in a traditional spreadsheet layout with columns for:

  • Status -- A dropdown to change the ticket status
  • Caller phone number and date
  • Form question/answer columns -- Each intake or form question gets its own column
  • Notes -- Click any cell in the notes column to edit inline
  • Actions -- View details, view call details, view texts, and delete

The table supports the same infinite scroll pagination -- click to load more rows when available.

Filtering and Searching

Use the toolbar controls to narrow down your tickets:

  • Date Range Picker -- Select a start and end date to filter tickets by when they were created.
  • Search -- Type in the search box to filter tickets by question content. The search applies across all visible question/answer fields.

Both filters work in either Card or Table view.

Viewing Ticket Details

Click View Details (the eye icon) on any ticket to open the Response Details modal. This shows all question-and-answer pairs from the submission in a clean, readable format.

Viewing Call Details

For tickets created from phone calls (intake forms), click View Call Details (the phone icon) to open a modal showing:

  • Call recording playback
  • Call transcript
  • Call metadata (duration, time, caller number)
  • A shareable link for the call

Downloading Tickets

  1. Click Export in the toolbar.
  2. In the Download Latest Tickets modal, select which columns to include.
  3. Choose the number of records to download.
  4. Click Download to export as CSV.

Deleting Tickets

Click Delete from the action menu on any ticket. A confirmation dialog appears asking you to confirm the permanent deletion. This action cannot be undone.

Next Steps