Tickets is an inbox: four in five tickets arrive by themselves, and the page's real job is clearing about forty at a time.

The most used page on the dashboard. Every figure below came from the live database on 3 September 2026; every screenshot is the page as a signed-in user saw it that evening.

2,023tickets since December 2023

43open right now

1h 59mmedian time to close, last 90 days

79%created automatically from email and voicemail

What the data says

Fact	Number	What it means for the page
Share of all dashboard page views that are Tickets, last 90 days	2,870 of 12,463	Nearly one view in four. The support team lives here: Michael Lewis, Chris DeBernardis, Steven Dohm and Patrick Button all have Tickets as their top page.
Tickets created by the bot from email and voicemail	1,599 of 2,023	The list is an inbox, not a form people fill in. Web-created tickets are the minority.
Tickets from one venue, WMATA	454	One transit client is a quarter of all volume, and its device alerts arrive with their own subject codes. The WMATA lane exists for a reason.
Tickets with no venue at all	296	One in seven cannot be filtered by place.
Category set to General	1,367 of 2,023	The Category column carries almost no information. Subcategory is blank on 2,015.
Tickets never assigned to anyone	788	Assignment happens late or not at all; the closing is what gets done.
Status changes, creations, assignments and merges logged in 90 days	896, 581, 523, 244	The work on this page is moving tickets through states and merging duplicates, more than writing.
Comments that are internal notes	1,293 of 2,190	The feed is mostly the team talking to itself; 50 email replies in 90 days.
People who saved a sort or a list-versus-grid choice	13 and 8	More people customise this page than any other on the dashboard.
Tickets per month since May 2026	288 to 323	Steady. The open set stays small because closing is fast.

The list

Active tickets: status tabs with counts, three lanes (Sports, WMATA, Out of Home), and a table that previews the email body under each title.

Further down the same list. Every row carries the email preview, so five tickets fill a screen.

A ticket

Opening a row slides the ticket in beside the list: the caller's history first, then the header actions, the status stepper, and the feed.

Open review and reports

Open Ticket Review, the manager's pass over what is still open.

Reports, where the ticket reports live today.

On a phone

The list at phone width. No sideways scroll; the table becomes stacked rows.

Who works here

Person	Ticket page views, since 1 August	Their other pages
Michael Lewis, support	127	Venues, a venue page
Chris DeBernardis, support director	133	Dashboard, a venue page, the support tech schedule
Steven Dohm, Rocket Arena	84	Dashboard, game-day workflow
Patrick Button, support	62	Dashboard, Venues
Steve Solomson, support	39	Dashboard
Taylor Nebeker, manager	38	Events, the hub
Jireh Billings	26	My Assignments, the hub, a venue page

Page views by person exist only since 1 August 2026, when the dashboard began recording who is signed in. Earlier traffic is anonymous.

Questions the data raises

WMATA is a quarter of everything. Its alerts have their own vocabulary (IN/RQ numbers, device codes). Should it read as its own queue rather than a lane inside the general list?
Category is almost empty. General on two thirds, subcategory blank on all but eight. Either the column earns its place or it goes.
788 tickets were never assigned. The list shows Assigned as a column; the work suggests assignment is not how the team routes.
Five rows per screen. The email preview under every title is why. Is the preview worth a screen height of five?
Merging is a fifth of the activity. 244 merges in 90 days, and the caller-history block already surfaces likely duplicates. Merge could be one click from the list.
Closing takes two hours. The page is built around a long-lived ticket (stepper, panels, tabs). Most tickets are opened, answered and closed within a shift.