Ticket List
The support page displays all tickets for your organization in a sortable, filterable table. Each row shows the ticket title, customer, assignee, state, created date, and last updated date. Click any column header to sort by that field. Use the search bar to find tickets by ID, title, or content. You can filter by state, assignee, customer, source, tags, agent status, and date range. Click the Export button to download your current filtered ticket list as a CSV file.Creating Tickets
Click the New Ticket dropdown in the top-right corner of the Support page to create a ticket:- Create New Ticket: Fill out a form with the ticket title, description, type, priority, and customer name.
- Import from URL: Import a GitHub issue, GitHub discussion, or Discourse topic by pasting its URL.
Ticket Statuses
Ticket statuses in Decimal mirror the statuses from your connected ticketing system. Common examples include Open, In Progress, Resolved, Closed, and Snoozed, but the exact set depends on how your ticketing platform is configured.AI Agent Status
Each ticket in the list shows a small colored indicator reflecting the AI agent’s status:| Indicator | Meaning |
|---|---|
| No indicator | Agent has not been run on this ticket |
| Blue (pulsing) | Agent is currently analyzing the ticket |
| Green | Agent has completed its analysis |
| Purple | Agent’s response has been written back to the ticket |