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The Tickets page (/tickets) is where you track every support request tied to your account — bugs, feature requests, integration issues, and anything else our team is helping you with. It shows a live status for each ticket, a full metrics panel, resolution-time breakdowns, and a real audit trail of what happened on each ticket, including reopenings.
This page shows only tickets marked as public for your account. Internal notes and private follow-ups tracked by our team are not shown here, but nothing you need to act on is ever hidden from you.

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Accessing the ticket list

Go to Tickets in the main navigation. If your account isn’t yet linked to our support system, you’ll see a notice instead of a ticket list — this doesn’t block you from opening new tickets, it just means historical data isn’t available yet. Reach out to us and we’ll get it connected.
1

Open the Tickets page

Navigate to /tickets. The page loads your most recent ticket data automatically.
2

Wait for the initial load

While data loads, you’ll see placeholder cards in the metrics area and table. This is normal and usually takes a moment.
3

Refresh if needed

Click Actualizar (Refresh) at any time to pull the latest ticket statuses. This is useful right after an agent replies or resolves something.

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Understanding the metrics

At the top of the page you’ll find four key numbers that summarize your account’s support activity:
The total count of tickets matching your current filters. If no filters are active, this reflects your entire history.
Below the metric cards, a summary line breaks down the exact counts per status (resolved, discarded, pending, in progress, testing, backlog). If you have any filters applied, a note reminds you that the metrics reflect the filtered subset, not your full history.

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Volume by month

Further down, a simple bar chart shows how many tickets were opened per month. The current (incomplete) month is marked with an asterisk (*) and rendered with a different style — don’t read a lower bar there as an actual drop in volume; it just hasn’t finished yet.

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Most common topics

A horizontal bar list shows which ticket types are most frequent (e.g., Bug, Feature request, Integration). Clicking a bar toggles a filter for that type, letting you drill into just that category. Click it again to remove the filter.

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Resolution times by type and priority

Below the topics list, a table breaks down resolution speed two ways: by ticket type and by priority. For each row you’ll see how many tickets were closed and the median number of days it took. The type or priority with the most closed tickets is highlighted, since it’s the most statistically meaningful row.
Only tickets with an actual resolution date are counted here — tickets still open don’t have a resolution time yet, so they’re excluded from both the overall median and these breakdowns.

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Using the search and filters

The ticket list supports several filters that can be combined:
All filters apply instantly and update the metrics, monthly chart, topic breakdown, and resolution-time table to match. Use the clear filters option to reset everything back to your full ticket history.

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Opening the ticket detail panel

Click on any ticket row to open its detail panel. This shows:
  • Full title and description
  • Current status, priority, urgency, and impact
  • Creation, update, and (if applicable) resolution timestamps
  • Who created the ticket — for tickets opened from this dashboard, you’ll see the member’s name or the account owner’s email. Tickets opened directly by the Meetzy team don’t show a creator, since they aren’t tied to a specific user in your account.
  • Due date, if one was set
  • Resolution notes, once the ticket is closed
  • Assigned agents
  • Any subtasks tracked internally against the ticket
  • Attached files or reference URLs
  • The full resolution history: every time the ticket was resolved and every time it was reopened, with the date, the actor, and the note or reason attached to that event
The detail panel loads ticket data on demand — if you have a slow connection, allow a moment for it to populate after clicking a row.

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Resolution history

Unlike the resolution notes field — which gets overwritten every time a ticket is resolved and loses any trace of prior cycles — the history section is a full, ordered timeline built from the underlying audit log. If a ticket was resolved, reopened, and resolved again, you’ll see both resolution events and the reopening in between, each with its own note or reason. This is the most reliable place to understand what actually happened on a ticket that went back and forth.

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Reopening a resolved ticket

If a resolved ticket didn’t actually fix your issue, you can reopen it directly from the detail panel instead of creating a duplicate.
1

Check the reopen window

Reopening is only available within 5 days of the ticket’s resolution date. After that window closes, the “Reabrir” (Reopen) option disappears and you’ll need to open a new ticket referencing the old one.
2

Check the reopen count

Each ticket can be reopened a maximum of 3 times. Once that limit is reached, the option is no longer available, even within the 5-day window.
3

Provide a reason

A reopening reason is mandatory — the system rejects the request without one. Be specific about what’s still broken or missing; this reason becomes part of the ticket’s permanent history.
4

Confirm

Once reopened, the ticket returns to an active status and the reopening is logged immediately in its resolution history, visible to both you and our team.
The 5-day window and the 3-reopening cap are enforced by the backend, not just the interface — if a reopen request falls outside either limit, it will be rejected even if you find a way to trigger it manually.

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Comments and attachments

From the ticket detail panel you can add comments to keep the conversation going with our team. Comments support file attachments, and the same limits apply everywhere attachments are used — on ticket creation and on comments alike:
  • Up to 10 files per submission
  • 20 MB maximum size per file
  • Accepted formats: images, PDF, and Excel spreadsheets (.xls, .xlsx)
You can’t add comments to a ticket that’s already marked as resolved or discarded — reopen it first if you need to continue the conversation.

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Creating a new ticket

1

Click 'Nuevo ticket'

This button is always available at the top of the page, even if your account isn’t yet linked to support history.
2

Fill in the details

Provide a clear title and description. Choose a ticket type from the dropdown — this helps route your request to the right team faster.
3

Select the affected agent(s)

Choose at least one of your account’s agents that the ticket relates to. This field is mandatory — without it, the ticket can’t be submitted. If your account has several agents, this is what lets our system route the ticket to the right project internally.
4

Optionally, set the perceived importance

You can indicate how important this issue feels to you, independent of the priority our team assigns. This is purely informational and helps give context, but it doesn’t override our internal triage.
5

Attach files if useful

Screenshots, logs, or spreadsheets can be attached directly (up to 10 files, 20 MB each). Attachments upload in the background after the ticket is created — a slow upload won’t delay ticket creation itself.
6

Submit

Once submitted, your ticket is created and immediately visible in your list, tagged as created by you. It will also sync with our internal tracking system automatically.
If your account has more than one agent and you don’t select at least one, the ticket submission will be rejected. Make sure the agent selector loads correctly before submitting — if it appears empty, try refreshing the page.
If you submit a ticket while offline or the request times out, it’s safe to retry — duplicate submissions are automatically prevented.

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FAQ

Only tickets marked as public for your account appear here. If you believe something is missing, contact your Meetzy representative.