Here is a Freshdesk-ready support article for general Ticket Management users, based on the current portal implementation.

Ticket Management — User Guide

Overview

Ticket Management helps your team track and resolve follow-up work created from survey responses. When a campaign outcome rule is configured to create a ticket, TrustMinder automatically opens a ticket with the survey response, contact details, priority, and due date.

Use Ticket Management to:

• View and filter your ticket queue
• Assign tickets to team members
• Update status and priority as work progresses
• Track SLA deadlines
• Log time spent on each ticket
• Add private internal notes for your team
• Review performance in Ticket Analytics

Who can access Ticket Management?

Ticket Management appears in the left sidebar only if your account has Ticket Management access enabled.

• Account owners / managers can turn this on under User Management when creating or editing a user.
• CSR (Customer Service Representative) users are commonly given this access to handle assigned tickets.
• If you do not see Ticket Management in the sidebar, contact your organization’s TrustMinder administrator.

How tickets are created

Tickets are usually created automatically when a survey response matches an outcome rule with a Create Ticket action. Each ticket includes:

You may also receive an email when a ticket is created, assigned, closed, due soon, or overdue (if email notifications are enabled for your organization).

Opening the Tickets dashboard

1. Sign in to the TrustMinder portal.
2. In the left sidebar, click Ticket Management.
3. The Tickets dashboard opens.

Summary cards

At the top of the page, three cards give a quick overview:

By default, the dashboard opens with open tickets already filtered.

Analytics (managers and non-CSR users)

If you are not logged in as a CSR user, a chart icon appears next to the Tickets heading. Click it to open Ticket Analytics for reporting and trends.

Working with the ticket list

The ticket table shows:

Sorting and pagination

• Click Priority or Due column headers to sort.
• Use the pagination controls at the bottom to change page or rows per page (10, 20, or 50).

Quick actions (from the list)

Each row has three action buttons:

1. Assign (person icon) — Open the assign dialog and choose a CSR user.
2. Change Status (swap icon) — Pick a new status from the menu.
3. View Details (eye icon) — Open the full ticket page.

Filtering your queue

Use the filter panel above the table:

Tip: Choosing Assigned To clears Unassigned only, and vice versa.

Filter settings are reflected in the page URL, so you can bookmark a filtered view.

Ticket statuses

Important status rules

• Archived is only available after a ticket is Resolved or Closed.
• Tickets that remain Resolved or Closed for 30 days are automatically archived.
• Archived tickets are hidden from the default open-ticket view. Use the Status filter and select Archived to find them.

Priorities and SLA due dates

When a ticket is created, its due date is set automatically from its priority:

Understanding the Due (SLA) indicator

Hover over the indicator for more detail.

Viewing and updating a ticket

Click a ticket title or the View Details action to open the ticket detail page.

Main content (left side)

Details

• Reference number
• Description
• Contact Information — name, email, and phone (with copy buttons and mailto/tel links where available)

Internal Notes (private)

• Visible only to your support team
• Use this for troubleshooting context, handoff notes, or internal discussion
• Add a note in the text box and click Add Internal Note

Survey Response

• Shows the linked survey answers in readable form
• Use the copy button to copy the full response to your clipboard

Sidebar (right side)

SLA Status

• Progress bar and due date
• First response and resolved timestamps when available

Status & Priority

• Change status or priority from the dropdowns; changes save automatically

Assignment

• See the current assignee
• Click Assign or Reassign to assign the ticket to a CSR user

Time Tracking

• Log minutes spent on the ticket, with an optional description
• Use Quick add for 15m, 30m, 1h, or 2h
• View a history of logged time entries

Assigning tickets

1. From the ticket list, click the Assign icon, or open the ticket and click Assign / Reassign.
2. In the dialog, select a CSR user from the Assign to dropdown.
3. Click Assign.

The assignee may receive an email notification when a ticket is assigned to them.

Ticket Analytics

Ticket Analytics provides reporting for managers and administrators.

1. From the Tickets dashboard, click the chart icon next to Tickets, or go to Ticket Management → Analytics.
2. Optionally set a From and To date range, then click Apply.

What you’ll see

• KPI cards — Total tickets, open tickets, resolved/closed, and SLA met %
• Tickets by status — Click a segment to filter
• Tickets by priority — Click a bar to filter
• Tickets over time — Created vs. resolved trends
• SLA compliance — On-time vs. late
• By assignee — Workload and performance by team member

Use Clear filters to reset chart-based filters.

Note: CSR users do not see the analytics icon on the Tickets dashboard.

Common workflows

Triage a new ticket

1. Open Tickets (open tickets are shown by default).
2. Click Unassigned on the summary card, or enable Unassigned only.
3. Open a ticket and review contact info and survey response.
4. Set Priority if needed.
5. Assign the ticket to the right team member.
6. Change status to Assigned or In Progress.

Resolve and close a ticket

1. Open the ticket.
2. Log any time spent.
3. Add an Internal Note with resolution details.
4. Set status to Resolved, then Closed when fully complete.
5. Optionally set status to Archived once no longer needed in the active queue.

Find a ticket by reference

1. On the Tickets dashboard, enter the reference (e.g. T-000042) in the Reference filter.
2. Open the matching ticket from the list.

Email notifications

Depending on your organization’s setup, you may receive emails when:

• A ticket is created
• A ticket is assigned to you
• A ticket is closed
• A ticket is due soon
• A ticket becomes overdue

Emails include the reference number, key details, and a link to open the ticket in the portal.

Frequently asked questions

Why don’t I see Ticket Management in the sidebar?
Your user account does not have Ticket Management access. Ask your TrustMinder administrator to enable it under User Management.

Why can’t I set a ticket to Archived?
Archived is only available for tickets that are already Resolved or Closed.

Why don’t I see a ticket I know exists?
It may be Closed or Archived, or filtered out. Clear filters or set Status to Archived to search older tickets.

Can customers see internal notes?
No. Internal notes are private to your team.

Who can I assign tickets to?
Only CSR users appear in the assign dropdown.

Why is the Due column blank or showing “No SLA”?
The ticket has no due date. This can happen for older tickets or tickets created outside the standard outcome-rule flow.

I’m a CSR — why can’t I see Analytics?
Analytics is hidden for CSR accounts. Managers and other non-CSR users with Ticket Management access can view it.

Need more help?

If you have questions about setting up outcome rules to create tickets, configuring priorities, or enabling access for your team, contact TrustMinder support or your account administrator.