Support Tickets Dashboard FAQ CRM

Summary:

The Support Tickets Dashboard offers Sales Associates a centralized, easy-to-navigate view of customer support activity within CRM. It delivers quick access to key insights across all customers, helping teams monitor ongoing issues and identify ticket trends more efficiently. This streamlined overview supports faster decision‑making and improved customer engagement.

How can I view all Support tickets in one place?
How do search and filtering options work in the Support Tickets Dashboard?
Where can I view full ticket details and message history?
What does the “View more tickets” option do?
Can I access older tickets beyond the six-month dashboard view?

Question #1: How can I view all Support tickets in one place?

Answer: You can access all Modern Support tickets through My Work > Dashboards, where the Support Tickets Dashboard displays key ticket information in a single consolidated view:

Go to My Apps and open Okta.
Search for X4A in Okta and then click it. Xvantage for Associates (X4A) will open in a new tab.
Within X4A, hover over the left navigation menu and click Sales.
Select CRM from the Sales sub-menu.
From CRM's left navigation, click on Dashboards under the My Work section.

Question #2: How do search and filtering options work in the Support Tickets Dashboard?

Answer: Each column in the dashboard supports searching and filtering, allowing you to quickly locate tickets by BCN#, reseller, domain, priority, or any other available field.

Question #3: Where can I view full ticket details and message history?

Answer: Selecting any ticket from the dashboard opens its detailed view under Support Tickets tab, where you can review the complete context, updates, and message history.

Question #4: What does the “View more tickets” option do?

Answer: Clicking View more tickets automatically filters the dashboard to display only the tickets associated with the specific customer you selected.

Question 5: Can I access older tickets beyond the six-month dashboard view?

Answer: Yes. While the dashboard displays only the most recent six months of activity, older tickets can still be retrieved by performing a direct Ticket ID lookup.