Tickets module

The Tickets module allows you to manage support requests, incidents, or requests from your customers. It offers clear monitoring of exchanges and the progress of the resolution of each request.

Prerequisites and Permissions

To use the Tickets module, the user must have certain permissions configured in your Dolibarr instance: (Note: The exact permissions depend on the configuration of your Dolibarr regarding the “Ticket” module. In general, this requires reading rights to see the list, and creation/modification rights to add or edit a ticket.)

Status of a Ticket

Each ticket follows a life cycle represented by its status:

Unread(s) (Gray): The ticket has just been created or a new message has been received and has not yet been processed.
Read(s) (Gray): The ticket has been taken into account by a stakeholder.
Assigned(s) (Orange): The ticket has been assigned to a team member.
In Progress (Blue): The resolution of the ticket is being processed.
Waiting (Orange): Processing is paused, generally waiting for information from the client.
Closed/Resolved (Green): The issue is resolved or the ticket is closed.
Abandoned (Red): The ticket has been canceled or will not be processed.

Interface and Features

1. List of Tickets

The main view displays the list of all tickets. By default, they are sorted from newest to oldest.

Header and Filters:
- Refresh button (Command + R on keyboard).
- Filter by status: Allows you to only display tickets Open, Unread, In progress, Closed, etc.
- Sorting options: By Date (newest/oldest) or by Reference (A-Z/Z-A).
Search: The search bar allows you to quickly filter by subject reference or content.
Grouping: Depending on the sorting chosen, tickets are grouped by Date (e.g. “February 2024”) or by Alphabetical Letter for references. A floating indicator (letter or date) appears when scrolling.
Quick actions (Slide / Swipe):
- Swipe right to Edit the ticket.
- Swipe left to Delete the ticket.
- A long press (Context Menu) on a ticket opens quick options (Edit, Delete, and soon: Send an email, Take charge, Close).

2. Creation and Modification

A blue floating button (+) at the bottom right allows you to create a new ticket. The modification view (accessible via swipe or the context menu) allows you to define the following information:

Subject and Message: Describe the nature of the request.
Linked third party: Associate the ticket with an existing customer (optional).
Type: Define the ticket category (Incident, Bug, Request, Question, etc.).
Severity: Indicate the urgency of the request (Low, Normal, High, Critical, Blocking). The colors in the listing will adapt to this severity.
Notes: Add additional information.

3. Detailed view of a Ticket

By selecting a ticket from the list, you access its detailed file. This includes:

Main information (Subject, Reference, Status, Severity, Type, Associated third party).
Trading history and initial description.
Edit or delete options.