Tickets

Creating Tickets

Tickets can be created through:

• Manual creation — Click the + button in the tickets toolbar
• Customer portal — Customers submit tickets at your public portal URL (no login required)
• Email — Automatically via email processors
• Website widget — Via the embeddable widget on your website
• AI Assistant — "Create a support ticket for..."
• API — Programmatic creation via the public API

When creating a ticket manually, fill in:

Tickets created via the portal or email are assigned a human-readable reference number (e.g. TKT-0001) that customers can use to track their request.

Ticket Properties

Filtering & Finding Tickets

Status Tabs

The toolbar provides quick status filters:

• All — All tickets, grouped by status with colored dot indicators
• Mine — Only tickets assigned to you (grouped by status)
• Open / In Progress / Waiting / Resolved / Closed — Single-status views

Advanced Filters

Below the status tabs, use the filter dropdowns to narrow results further:

• Priority — Urgent, High, Medium, Low
• Type — Support Ticket, Customer Request, Bug Report, Feature Request
• Channel — Portal, Email, Phone, Chat, API

Click Clear to reset all active filters.

Search

Use the search bar in the header to find tickets by title, description, or ticket ID.

Replying to Customers

The comments section at the bottom of every ticket has two modes:

Customer Reply (default)

When you type a reply and click Send Reply:

1. Your message is saved as a comment on the ticket
2. An email is sent to the customer with your reply and a link to view the full conversation
3. The ticket's first response time is tracked automatically (on your first reply)
4. If the ticket was in Open status, it moves to In Progress

The customer can reply from their email or the tracking page — their response appears as a new comment and reopens the ticket if it was resolved.

Internal Note

Toggle Internal Note to switch to staff-only mode:

• Internal notes have an amber highlight and a lock icon
• They are never visible to the customer — not in the tracking page, not in emails
• Use internal notes for agent collaboration, escalation context, or handoff instructions

Using Canned Responses

Click the Canned button next to the Internal Note toggle to insert a pre-written reply:

1. Select a canned response from the dropdown
2. The content is inserted into the reply box with variables auto-filled
3. Edit if needed, then send

Variables like {{customer_name}}, {{ticket_id}}, and {{agent_name}} are replaced automatically.

-> Manage Canned Responses

SLA Tracking

Each ticket shows its SLA status directly in the ticket list and detail sidebar:

SLA status is computed automatically from the applicable SLA policy based on the ticket's priority. When a ticket approaches or breaches its SLA, the assigned agent and workspace admins receive email and in-app notifications.

Ticket Detail View

Click any ticket to open the detail page. The back button in the header returns you to the ticket list.

Main Content

• Title — Click to edit inline
• Ticket Reference — Human-readable ID (e.g. TKT-0042) shown as a monospace badge
• Status & Priority Badges — Color-coded badges with channel and assignee
• Resolve / Escalate — Action buttons for open tickets
• Resolution — Displayed when a ticket has been resolved (includes resolution notes)
• Description — Full ticket description
• Activity & Comments — Full conversation thread with reply composer

Sidebar

The collapsible right sidebar provides:

• SLA Status — Live compliance banner (green/amber/red)
• Status — Click any status button to change
• Priority — Click any priority button to change
• Assignee — Current assignee with avatar
• Customer — Linked contact information
• Labels — Applied labels with add/remove picker
• Dates — Created and last updated timestamps, resolution time
• CSAT — Customer satisfaction score (when available)
• Section Navigation — Quick-jump links to Details, Description, Comments, Metadata

AI Panel

Below the sidebar properties, the AI panel provides:

• AI Summary — Automatic summary of the ticket
• Suggested Actions — Recommended next steps
• Similar Records — Related past tickets
• Ask AI — Chat about the ticket

Ticket Actions

Resolve a Ticket

1. Click Resolve on an open ticket
2. Enter resolution details describing how the issue was resolved
3. Optionally select a customer satisfaction score (1-5)
4. Click Resolve Ticket

The resolution time is automatically calculated. The customer receives an email notification with a link to rate their experience (CSAT survey).

Escalate a Ticket

1. Click Escalate (available when priority is not already Urgent)
2. Enter the escalation reason
3. Click Escalate

This sets the ticket priority to Urgent, records the escalation reason, and notifies workspace admins.

Merge a Ticket

When you receive duplicate tickets from the same customer (e.g. via email and portal):

1. Open the primary ticket (the one you want to keep)
2. Click the ... menu in the header
3. Select Merge ticket
4. Search for the duplicate ticket by title or ID
5. Select it and click Merge

All comments from the duplicate are transferred to the primary ticket. The duplicate is closed with a note explaining the merge.

Archive a Ticket

1. Click the ... menu in the header
2. Select Archive ticket
3. Confirm the action

Copy Link

Click the ... menu and select Copy link to share the ticket URL.

Bulk Actions

Select multiple tickets using the checkboxes to reveal the bulk action bar:

• Set Status — Change status for all selected tickets
• Set Priority — Change priority for all selected tickets
• Set Assignee — Reassign all selected tickets
• Archive — Archive all selected tickets (requires delete permission)

Click X to clear the selection.

Labels on Tickets

Labels help categorize tickets for filtering and reporting. In the ticket detail sidebar:

1. View currently applied labels as colored badges
2. Click Add label to open the label picker
3. Select a label from the popover to apply it
4. Click X on any label badge to remove it

Labels are managed in Support Settings > Ticket Labels.

Notifications

When ticket events occur, the relevant people are notified:

---

Next Steps

• Customer Portal — Let customers submit and track tickets
• Canned Responses — Speed up replies
• SLA Policies — Configure response and resolution targets
• Email Processors — Set up email-to-ticket automation
• Support Analytics — Track team performance