Tickets
Tickets are the workspace help desk for questions, incidents, problems, and service tasks. They combine customer context, agent assignment, public replies, internal notes, service-level targets, and automation in one record.
Choose a ticket view
Section titled “Choose a ticket view”Open Tickets from the Operations section. The module has three views:
| View | Best for |
|---|---|
| Desk | Working a support queue without switching pages |
| List | Reviewing, sorting, filtering, and bulk updating tickets |
| Kanban | Following work by status or a supported custom select property |
Desk is the default three-column support workspace:
- The left rail contains personal and workspace queues with live counts.
- The middle column lists matching tickets.
- The right workspace shows the selected ticket conversation and details.
Personal queues include My Open, My Waiting, My Closed, Mentioned, Following, Reported by Me, Due Today, Overdue, and SLA at Risk. Workspace queues include open, waiting, closed, assigned, unassigned, new today, urgent and critical, SLA breached, SLA at risk, stale, reopened, and all tickets.
From Desk, an agent can send a public reply or internal note, add attachments, and update status, pending reason, priority, type, categories, assignee, customer context, and due information.
List and Kanban
Section titled “List and Kanban”The standard tabs are All, My, Unassigned, Open, and Breached. Saved Table Views can preserve filters, columns, sorting, view mode, and Kanban grouping.
List view supports bulk edit, assignment, deletion, and follow-up task creation. Use the duplicate check when several tickets may describe the same issue; matching tickets can be reviewed and merged.
Ticket fields
Section titled “Ticket fields”Every ticket receives a workspace ticket number and subject. Common fields include:
- description, status, priority, type, source channel, and language
- assignee, owner, department or group, followers, and requester
- optional external requester name and email
- related account, contact, problem ticket, and follow-up source
- categories, tags, pipeline, stage, due date, and SLA due information
- email CC and BCC recipients where applicable
Status, type, priority, and channel
Section titled “Status, type, priority, and channel”| Classification | Available values |
|---|---|
| Status | Open, In Progress, Pending, Resolved, Closed |
| Type | Question, Incident, Problem, Task |
| Priority | Low, Medium, High, Urgent, Critical |
| Channel | Web, Email, Chat, Phone, Social, API, Portal |
When a ticket is set to Pending, select a Pending Reason so the team knows what it is waiting for. Configure those reasons in Settings → Tickets → Pending Reasons.
An Incident can link to a Problem ticket for root-cause tracking. A resolved or closed ticket can also be used as the source of a follow-up ticket when work needs to continue with the original context.
Conversation and collaboration
Section titled “Conversation and collaboration”The ticket conversation supports:
- public replies sent to the requester
- private internal notes
- rich-text formatting
- attachments
- mentions and threaded replies
Followers receive relevant updates and can see followed tickets even when normal ownership visibility would exclude them. Use assignment for the person responsible for the next action and followers for people who need to stay informed.
After service is completed, satisfaction feedback can record a 1–5 rating and optional comment.
Service-level agreements
Section titled “Service-level agreements”An SLA policy sets response and resolution targets by ticket priority. Policies can count elapsed time continuously or only during configured business hours and days.
Workstation supports seven SLA metrics:
| Metric | What it measures |
|---|---|
| First Reply Time | Creation to first agent response |
| Next Reply Time | Customer message to the next agent response |
| Periodic Update | Required update frequency |
| Pausable Update | Update frequency that can pause while Pending |
| Requester Wait Time | Total time the requester has waited |
| Agent Work Time | Active agent working time |
| Total Resolution Time | Creation to resolution |
Pausable timers stop while the ticket is Pending and resume when work continues. Tickets show approaching and breached targets across Desk, List, Kanban, and the record. Workstation sends warning notifications shortly before a target breaches and can trigger SLA automation.
Configure targets, priorities, business hours, and active policies in Settings → Tickets → SLA Policies.
Categories and macros
Section titled “Categories and macros”Categories can be nested, ordered, colored, activated or deactivated, and assigned more than once to a ticket. Use them for reporting and queue filters.
Macros combine a saved reply with one-click actions. A macro can update status, add a tag, assign a user, include attachments, and be limited by context or inbox. Organize macros in folders from Settings → Tickets → Macros.
Properties, Objects, and pipelines
Section titled “Properties, Objects, and pipelines”Tickets support native, custom, and computed Properties. Validation and conditional requirements apply to supported create, update, and bulk-edit paths.
Use Objects to arrange the Ticket record layout and supported cards. Use Pipelines and Stages when the service process needs configurable stages in addition to ticket status.
Automation
Section titled “Automation”Workflows can react to ticket creation, updates, status changes, SLA warnings, and SLA breaches. Common actions include updating fields, assigning an agent, raising priority, and escalating the ticket.
Visibility
Section titled “Visibility”Ticket visibility combines the workspace visibility scope with direct assignment and followers. A ticket can remain visible to its current assignee or follower even when it falls outside their normal department-owned record scope. Permissions still control who may create, update, or delete tickets.