How are tickets organized in the portal?

Tickets in Raiseaticket are organized using several methods:

• By Status: Open, Pending, In Progress, Resolved, Closed.
• By Priority: Based on your SLA policy priorities (e.g., High, Medium, Low).
• By Category: Custom categories you define (e.g., Billing, Technical, General).
• By Assignment: Assigned to specific agents or groups.

Filtering options:

• Status, Priority, Category, Department, Group.
• Agent assigned, Tags, Date range
• Company, Channel (email/web), Due date
  
  

Sorting: By date created, last updated, priority, or due date.

Views:

1. Agents see tickets assigned to them and their group.
2. Admins see all tickets across the portal.
3. Customers see only their own tickets (or company tickets if enabled). 

Setting this up from scratch? The ticket handling workbook builds a priority grid from impact and urgency, then the flow from triage through On Hold to closed, and gives you a policy to hand the team.