< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user
Overview
This article provides a reference guide for understanding how tickets appear in the TDX User Support Dashboard, what each dashboard category means, and how tickets move between them.
Audience
ITS Staff
Process
How the Dashboard Works
The TDX Dashboard shows all tickets in the User Support queue. Each ticket is either:
- Unassigned
- Assigned to a technician
Only assign a ticket if you’ll be working it.
Dashboard View – Top Half
Dashboard View – Bottom Half
Dashboard Review & Reference Table
Use this table to understand what each dashboard category means and in what order to work them.
|
Review Order
|
Dashboard Title
|
What It Means
|
|
1
|
New & Reopened – Unassigned
|
Waiting to be picked up
|
|
2
|
Active – Last Modified by Non–User Support Individual
|
Last updated by end user or another team
|
|
3
|
In Progress – Modified by User Support +48 hours
|
Last update by User Support team over 2+ days
|
|
4
|
In Progress – Modified by User Support -48 hours
|
Last update by User Support within past 2 days
|
|
5
|
On Hold – Modified +48 hours – Last Modified by User Support
|
No update in 2+ days while On Hold
|
|
6
|
On Hold – Modified -48 hours – Last Modified by User Support
|
Recently updated by User Support while On Hold
|
|
7
|
My Assigned Tickets
|
You're the owner — check throughout the day and work to resolution, reassignment, or closure.
|
|
8
|
My On Hold Tickets
|
You're the owner & it's On Hold
|
Ticket Movement & Usage Guide
Use this table to understand how tickets move between categories and what triggers those changes.
|
Action
|
Where It Goes
|
Reminder
|
|
Assign & respond
|
In Progress – Modified by User Support -48 hours
|
Start communication, mark In Progress. Ask for callback number if missing
|
|
No update after 48 hrs
|
In Progress – Modified by User Support +48 hours
|
Follow up again. After second follow-up with no response: add an internal note with contact dates, channels used (email/phone), and any voicemail or message content — then move to On Hold.
|
|
On Hold <48 hrs ago
|
On Hold – Modified -48 hours – Last Modified by User Support
|
Just moved to On Hold —monitor for updates
|
|
Still On Hold >48 hrs
|
On Hold – Modified +48 hours – Last Modified by User Support
|
Follow up again or escalate as needed
|
|
Customer or non-User Support team replies/updates ticket
|
In Progress-Last Modified by Non-User Support Individual
|
Resume work, remove On Hold if needed—check and reassess if changes were made by others
|
| No customer response after On Hold window |
On Hold – Modified +48 hours – Last Modified by User Support
|
Action: "No response after On Hold window" | Where It Goes: "Closed" | Reminder: "Send final comment. Close with a note that the ticket can be reopened. Follow the Third Attempt Script in the TDX Ticket Handling & Communication Guide." |
For communication tips and sample replies, see the TDX Ticket Handling & Communication Guide.