Service Desk

Borderbolt includes a built-in Service Desk for creating and tracking support tickets. Tickets can be linked to declarations or transit declarations, and are automatically synchronized with Jira Service Management if configured.

Dashboard

Navigate to the Service Desk section in the sidebar. The dashboard shows:

Quick Stats

Open — Tickets waiting for review
In Progress — Tickets being worked on
Resolved This Week — Tickets resolved or closed this week
My Active Tickets — Your open or in-progress tickets

Ticket List

The main list shows all tickets with search and filtering:

Search by ticket number, subject, or Jira ID
Filter by status — All, Open, In Progress, Resolved, Closed
Pagination — 20 tickets per page

Click My Tickets to see only tickets you created.

Creating a Ticket

Click New Ticket to open the creation form.

Link to Declaration or Transit (Optional)

You can link the ticket to a specific declaration or transit:

Toggle between Declarations and Transits tabs
Search by reference, MRN, or customer name
Select from the list of recent items
The subject field is auto-generated based on the selected item

Required Fields

Field	Description
Subject	Brief title describing the issue (max 255 characters)
Priority	Select one of four priority levels (see below)

Optional Fields

Field	Description
Description	Detailed explanation of the issue (max 5,000 characters)
Screenshots	Paste images directly with Ctrl+V

Priority Levels

Priority	Description
Low	Non-urgent issue, can be addressed when convenient
Normal	Standard issue requiring attention
High	Important issue that needs prompt attention
Urgent	Critical issue requiring immediate action

Screenshots

You can paste screenshots directly into the description area using Ctrl+V. Images are uploaded immediately and displayed as thumbnails in the attachments gallery.

Only image files are accepted as attachments. Maximum file size is 10 MB per image.

Viewing a Ticket

The ticket detail page shows:

Header

Ticket number (e.g., “SD-123”)
Status badge with color indicator
Subject line
Edit button (if you have permission)

Ticket Details

Subject — The issue title
Description — Full issue description
Priority — Priority level with icon
Created — Timestamp and creator name

Screenshots

If attachments were added, they appear as a thumbnail grid. Click any image to view it at full size.

Linked Declaration/Transit

If the ticket is linked to a declaration or transit, a summary card is shown with a link to the related item.

Change History

All changes to the ticket are tracked and displayed in reverse chronological order:

Who made the change
Which field was changed
Old and new values
When the change was made

Editing a Ticket

Click the Edit button on the ticket detail page. You can modify:

Subject — Update the issue title
Description — Update the description
Priority — Change the priority level

The Save button is only enabled when changes have been made.

Who Can Edit

The ticket creator
Users with the Manager role
Users with the Admin role

Ticket Statuses

Status	Badge Color	Description
Open	Blue	New ticket, waiting for review
In Progress	Yellow	Support team is actively working on it
Resolved	Green	Issue has been resolved
Closed	Gray	Ticket is fully closed

Ticket statuses are synchronized with Jira if the integration is configured. Status changes in Jira are reflected in Borderbolt automatically.

Jira Integration

When Jira Service Management integration is enabled, tickets created in Borderbolt are automatically pushed to Jira. This provides:

Automatic ticket creation in your Jira project
Status synchronization — Jira status changes are reflected in Borderbolt
External link — Each ticket shows a link to the corresponding Jira issue
Customer request support — If configured, tickets are created as JSM customer requests

The ticket description in Jira includes the original description plus metadata about the linked declaration (MRN, reference, type, status, customer).