Staff ticketing — layout direction

Same data, two ways to work it. v1 fields: status (Open/Pending/Resolved/Closed), priority, assignee, internal notes.

Which working model fits the team better — a fast triage two-pane, or a list that opens full ticket pages (matching the rest of Nexus admin)?

Direction A — Two-pane workspace recommended for ticketing

AllOpenPendingResolved

MineUnassignedAll

Priority ▾

Can we move Tuesday's call?

Acme Insurance · email

Open

12m

Recording didn't play

Bright Star Agency · portal

Open

—

Invoice question

Hometown Brokers · email

Pending

Thanks — great hire!

Cobalt Risk · portal

Resolved

Can we move Tuesday's call?

Acme Insurance · [email protected] · ticket #1041

Status Open ▾ Priority 🔴 High ▾ Assignee SK Sewar ▾ ✓ Resolve

John · Acme · email · 12m ago

Hi — something came up Tuesday. Can we push the agent call to Thursday same time?

🔒 Internal note · Nada · 9m ago

Confirmed the slot is free Thu 2pm. Sewar — go ahead and reschedule in the dialer.

Rodeo Leads · Sewar · email · 6m ago

Absolutely, John — moved you to Thursday 2:00pm. You'll get a fresh confirmation shortly.

Reply to client🔒 Internal note

Type your reply… (sends as email + shows in their portal)

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Strengths

Triage throughput — work the queue without page reloads
Industry-standard helpdesk feel (Front/Zendesk/Intercom)
Context stays put: filters + thread visible together

Costs

More build (split layout, selection state, responsive collapse on mobile)
Diverges from Nexus's full-page admin convention

Direction B — List page → full ticket page matches existing Nexus admin

Search client / subject

AllOpenPendingResolved

MineUnassignedAll

Priority ▾ 12 tickets

Subject	Client	Status	Priority	Assignee	Last activity
Can we move Tuesday's call?	Acme Insurance	Open	🔴 High	Sewar	12m
Recording didn't play	Bright Star Agency	Open	Normal	—	1h
Invoice question	Hometown Brokers	Pending	🟠 Urgent	Nada	3h
Thanks — great hire!	Cobalt Risk	Resolved	Normal	Sewar	1d

Clicking a row opens a full page:

← Tickets / #1041 · Can we move Tuesday's call? Acme Insurance

Status Open ▾ Priority 🔴 High ▾ Assignee Sewar ▾ ✓ Resolve

John · Acme · email

Can we push the agent call to Thursday same time?

Rodeo Leads · Sewar · email

Absolutely — moved you to Thursday 2:00pm.

Reply🔒 Note

Type your reply…

Strengths

Consistent with /admin/appointments, /deliverables/[id], etc.
Simpler build; trivially responsive; deep-linkable ticket URLs

Costs

A page reload per ticket — slower to work a queue
Less "helpdesk" feel; more clicking back and forth

Note: both directions deep-link the same ticket URL (/admin/tickets/1041) — that's where the Telegram alert + email nudge will point (the C1 fix). The difference is purely how staff move through the queue.