Tickets
Web vs mobile: Tickets live under More → Tickets (not a root tab) because mobile prioritizes alert and device triage. Create, update, comment, and assign on mobile; bulk admin and NinjaOne deep config remain on PanelOne web.
Navigation: More → Tickets
PanelOne Mobile provides full ticket browse, create, update, and comment workflows with offline queue support for field engineers.
Overview
The Tickets screen provides:
| Feature | Description |
|---|---|
| Stats | Open, in-progress, resolved counts |
| Filters | Status, priority, assignee, source, open-only |
| Search | Title, number, client |
| Create | Toolbar + button (online) |
| Detail | Full ticket view with comments and metadata |
Reaching Tickets
Tickets are intentionally under More, not the root tab bar:
- Tap More in the tab bar.
- Under Operations, tap Tickets.
Alternative paths:
| Path | When |
|---|---|
| Global search | Search ticket number or title |
| Push notification | Tap ticket alert |
| Deep link | panelone://tickets/{id} |
| Client detail → Tickets tab | Client-scoped list |
| Dashboard drill-down | Open tickets stat card |
Ticket List
Each ticket row shows:
- Priority badge — Urgent (red), high (orange), medium (yellow), low (gray)
- Ticket number — Auto-generated reference
- Title — Subject line
- Client name — When no client scope active
- Assignee — Resolved team member name
- Status — Open, in progress, resolved, closed
- Source — Manual or integration (NinjaOne icon)
- Timestamp — Created date
Tap a row to open ticket detail.
Filtering
| Filter | Options |
|---|---|
| Status | Open, in progress, resolved, closed, all |
| Priority | Urgent, high, medium, low, all |
| Assignee | Team members or unassigned |
| Source | Manual, NinjaOne, all |
| Open only | Quick toggle for active tickets |
Filters persist per organization.
Creating a Ticket
- Open More → Tickets.
- Tap + in the toolbar.
- Fill in the create sheet:
- Title (required)
- Description
- Client (defaults to active client scope if set)
- Priority — Low, medium, high, urgent
- Assignee — Optional team member
- Tap Create.
Online vs Offline Create
| Connectivity | Behavior |
|---|---|
| Online | Ticket created immediately via API |
| Offline | Queued as ticket_create; appears locally until sync |
Queued ticket creates flush when connectivity returns. See Offline & Sync.
Ticket Detail
Ticket detail shows:
| Section | Content |
|---|---|
| Header | Ticket number and title |
| Status picker | Change status with optimistic update |
| Priority picker | Change priority (queues offline if needed) |
| Assignee picker | Assign or reassign |
| Client link | Navigate to client detail |
| Portal metadata | ClientOne portal fields when present |
| Attachments | View ticket attachments |
| Comments | Thread with author names |
| Timestamps | Created, first response, resolution |
Updating Fields Offline
Priority, assignee, and status changes queue as ticket_field_update or ticket_status_update writes when offline. The UI updates optimistically and syncs on reconnect.
Comments
Add comments from ticket detail:
- Scroll to the Comments section.
- Tap Add comment or the comment composer.
- Enter your note and submit.
Comments queue as ticket_comment when offline.
Comment authors display resolved team member names from the org directory.
Attachments
View attachments synced from PSA or manual uploads. Uploading new attachments may require connectivity — check ticket detail when online for full attachment workflows.
Client-Scoped Tickets
When client scope is active or viewing client detail → Tickets tab:
- List filters to that client's tickets.
- New tickets default to the scoped client.
Deep Links & Fetch-by-ID
Push notifications and deep links can open a specific ticket by ID. If the ticket isn't in the local list cache, the app fetches by ID before showing detail.
Supported routes:
panelone://tickets/{id}panelone://more/tickets(list)- Universal link:
https://app.panelone.dev/tickets/{id}
See Push Notifications & Deep Links.
Tips & Best Practices
- Bookmark More → Tickets — It's the primary path despite not being a root tab.
- Use global search for ticket numbers during phone calls.
- Update priority and assignee in the field — Changes queue offline safely.
- Add comments before leaving site — Documents work done for the team.
Related Guides
- Alerts — Alert-to-ticket linking
- Offline & Sync — Ticket write queue kinds
- Tickets (web) — Full web ticket reference