Adjust how tickets are displayed, grouped, and sorted in Distance to match your workflow and focus on the information that matters most.
Viewing your ticket list
On the Tickets page, the Insights panel appears at the top, showing New tickets, Urgent tickets, # of escalations, and Time to resolution (all-time).
Below is the ticket list, where tickets are displayed and can be viewed, grouped, and sorted based on your selected display options.
Ticket display options
You can tailor the Tickets page to match your workflow:
Display type:
Board view - Tickets as movable tiles grouped into columns.
List view - Tickets in a table for easier scanning.
By Grouping - Status, Assignee, Priority, Type, Created date, Updated date, or None.
By Ordering - Priority, Created date, Updated date, or Manual.
Date format - Relative, Short, Medium, Long, or Time only.
Show empty groups - Enable to see all possible groups, even if they have no tickets.
Display properties - Choose which fields or columns are shown to focus on what matters.
How does a ticket look like
Click a ticket to open its detailed view, which includes:
Update stage - Change To do, In progress, Done, or Archived.
Mark as done - Button for quick completion.
Summary - Quick overview of the ticket.
Details - Customer information like name, phone, and issue.
Recording - Audio recordings of calls (if applicable).
Conversation transcript - Full chat or call transcript.
Internal notes - Private notes visible only to your team, used to add context, track updates, or leave handoff information related to the ticket. These notes are not shared with the customer.
Client information - Associated contact details with View contact and Send message buttons.
