Tickets

DashX's built‑in help desk — track support requests from open to closed, tie them to the actual devices involved, and resolve them without leaving the console.

Work a ticket

1. Go to Support → Tickets.
2. New Ticket to raise one, or open an existing one from the list (search by # or title).
3. On a ticket you can:
   • Set status (Open / Pending / Closed), priority, and assign it to an agent.
   • Reply to the requester or add an internal comment — insert a canned reply for common answers.
   • Link or merge related tickets so duplicates stay together.

Fix the device from the ticket

When a ticket is tied to a device, run remediation right there:

• Run Diagnostic — CPU, disk, network, services.
• Collect Logs — system & application logs.
• Restart Service — restart a system service on the device.

SLA

Each ticket tracks against your SLA targets (set in Settings), so response/resolution breaches are visible. Trends live in Analytics.

tip

Link the ticket to the affected device early — then "Run Diagnostic" and "Collect Logs" attach real evidence to the ticket instead of you asking the user to describe the problem.