The GrandCentr.al Ticket Dashboard is the central hub for managing customer communications, resolving issues, and tracking support team productivity. Whether you’re a support team lead or a newly onboarded agent, understanding how to navigate and utilize this dashboard efficiently is critical to delivering top-notch customer service.
Dashboard Overview
The ticket section is thoughtfully structured to provide clear visibility into each customer request. Here’s what each column means:
Status
Displays the current state of the ticket — such as:
- Replied: Awaiting user response
- Pending: Needs attention
- Resolved: Ticket is closed
Subject
Shows the subject line of the customer’s ticket and their email (e.g., supportgc@makh.org). Clicking it opens the full conversation thread.
Organizations
Connects the ticket to a specific customer account or department. Some entries may include tags like:
- Statistics
- Cancellation
- Account Restoration
Assigned To
Indicates the team member currently responsible for the ticket. You can reassign ownership via the dropdown to balance workload or escalate issues.
Last Activity
Shows the most recent action on the ticket — for instance, “27 minutes ago” or “a day ago.” This helps you:
- Identify stale tickets
- Know which ones are waiting on you vs. the customer
Created
Tells you when the ticket was originally submitted. This is useful when prioritizing older unresolved tickets or measuring SLA compliance.
Key Interface Features
Flag Icon
Used to mark important or high-priority tickets. Great for:
- Follow-ups
- Escalations
- QA reviews
Best Practices for Agents
- Check the “Last Activity” column often to avoid leaving replies hanging.
- Use flags strategically to indicate follow-up or urgent cases.
- Always assign tickets — never leave one unowned.
- Keep subjects clear and informative when replying to help with future filtering and review.
Why This Dashboard Matters
A streamlined dashboard is key to:
- Faster response times
- Better agent accountability
- Higher customer satisfaction
- Easier internal audits
By mastering the GC Ticket Dashboard, you empower your support team to work smarter, not harder.
If you have any questions, or like to know more, click here to schedule a call with our team