--- title: "Using the Tickets Dashboard" slug: "using-the-tickets-dashboard" updated: 2026-07-30T09:57:56Z published: 2026-08-11T11:41:58Z canonical: "help.idibilling.com/using-the-tickets-dashboard" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.idibilling.com/llms.txt > Use this file to discover all available pages before exploring further. # Using the Tickets Dashboard To display the Dashboard, with Tickets selected on the Applications menu, click the **DASHBOARD** button. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80268.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) The Dashboard gives you a comprehensive view of system-wide Tickets activity. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/82305.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) #### Active Tickets Overview This area gives you a quick breakdown of Tickets by Status, Type, Assignments, Commit Date and Ticket Class. The Active Tickets Overview is presented the first time the Dashboard is opened. You can choose to show/hide the Active Tickets Overview as shown here. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/82306.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) On subsequent viewing of the Dashboard, it remembers whether you chose to hide or show this view. For a given Ticket category, you can use the corresponding filter to narrow the scope by turning on/off category items (View All or just selected items). **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80098.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) #### Tickets List The main body of the Dashboard lists active Tickets. You may choose to show All Active or My (current user's) Assigned Tickets. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80101.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) You can add custom filtered tabs as described below. The three columns at the far left use icons to indicate Ticket Class (Customer, Equipment or Email), parent/child status (or neither), and on hold status when applicable. Hover over the icon for the definition. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80143.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) | Class - Customer | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80272.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) | | --- | --- | | Class - Equipment | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80273.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) | | Class - Global | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80274.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) | | Class - Email | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80778.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) | | Parent | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80276.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) | | Child | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80277.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) | | On Hold | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80278.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) | Click on a link in the Ticket column to open the corresponding Ticket in its own view. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80108.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) The array of buttons above the Tickets list are for managing a selected ticket. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80111.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) Select a Ticket to work with by checking the leftmost column. Then click the applicable button to: - ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80120.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) **Reassign** Enter the name of the user to whom the ticket is being assigned in the Assign field or check the Assign to Me check box to reassign the ticket to yourself. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80134.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) - ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80121.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) **Update Status** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/84876.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) - ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80122.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) **Change Parent** Select a new parent from the list, or use the search function if the parent is not already listed. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80136.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) - ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80124.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) **Bookmark** Bookmark success is indicated in the upper right corner of the dashboard. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80137.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) - ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80123.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) **Add Journal** Select a Journal Type from the drop down menu, and then enter the journal in the Description field. As an option you can mark the journal as Internal Only. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80138.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) - ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80125.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) **Resume** Select an on-hold ticket (as indicated by the on-hold symbol. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80141.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) After clicking the Resume button, click OK to confirm. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80142.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) - ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80126.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) **Place on Hold** Select a Change Reason from the drop down menu. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80139.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) On saving, On Hold status is indicated in the third column of the selected ticket's row on the dashboard. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80141.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) #### Custom Filtered Tabs Use the Filter icon at the far right to refine the dashboard view to suit your needs. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80280.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) When you save the filter, a new tab is added unpinned as indicated by a left pointing pin. This means the tab will be available for this instance of the dashboard; however, it will not be automatically displayed the next time you return. To pin the filter tab (so it's automatically available the next time you return), click the unpinned icon. The icon points down to indicate the filter is pinned. To remove the tab, click on the pinned icon. **Show Picture** Custom Filter Unpinned: ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/82498.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) Custom Filter Pinned: ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/82500.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) > [!NOTE] > Note > > Whether a filter is pinned or not, the definition will remain until you delete it via the filter management dialog. You can create and display as many filters as you need, and edit or delete existing filters. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/82311.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D) If you click the Filter name, the tab will be added unpinned. If you click the Filter's pin button, the tab will be added pinned. Edit (pencil) and Delete (red X) buttons are also provided. You can make any one of the standard tabs (All Active or My Assigned) or custom tabs your favorite (default) view by clicking the Heart icon while that tab is selected. The favorite tab is indicated by a solid Heart. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/82313.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A42Z&se=2026-11-14T11%3A49%3A42Z&sr=c&sp=r&sig=ROecZQ1XyFVZZCDIr%2BdaVlj3yMi0hIEmyceYoUTPcLQ%3D)