Tickets
A full-featured help desk ticketing system for managing customer support requests, incidents, and problems.
Overview
Section titled “Overview”The Tickets module provides enterprise-grade support management with SLA policies (7 metric types), multi-channel intake, team collaboration, workflow automation, and satisfaction ratings.
Related Modules:
- Workflows - Automate ticket escalation and routing
- Team Management - Assign teams and agents
- Departments - Team/group assignment
- Settings - Configure categories, SLA policies, and canned responses
Ticket Fields
Section titled “Ticket Fields”Core Information
Section titled “Core Information”| Field | Description | Required |
|---|---|---|
| Ticket Number | Auto-incrementing per organization | Auto |
| Subject | Ticket title (max 500 chars) | Yes |
| Description | Full description of the issue | No |
| Status | Current state | Yes |
| Priority | Urgency level | Yes |
| Type | Classification | No |
| Channel | Source of the ticket | No |
People & Assignment
Section titled “People & Assignment”| Field | Description |
|---|---|
| Requester | Person who submitted (internal user) |
| Requester Email | Email for external/guest requesters |
| Requester Name | Name for external/guest requesters |
| Assignee | Primary agent responsible |
| Owner | Ticket owner (for RBAC visibility) |
| Group | Assigned team/department |
| Language | Requester’s preferred language (ISO 639-1) |
Related Entities
Section titled “Related Entities”| Field | Description |
|---|---|
| Account | Associated customer account |
| Contact | Associated contact person |
| Problem | Linked problem ticket (for incidents) |
| Follow-up Source | Original ticket (for follow-ups) |
| Due Date | Deadline for task-type tickets |
Communication
Section titled “Communication”| Field | Description |
|---|---|
| CC Recipients | Additional email recipients |
| BCC Recipients | Hidden email recipients |
Metrics
Section titled “Metrics”| Field | Description |
|---|---|
| Reopened Count | How many times the ticket was reopened |
| Reply Count | Total replies |
| Public Reply Count | Public replies only |
Statuses
Section titled “Statuses”| Status | Description |
|---|---|
| Open | New ticket, not yet worked on |
| In Progress | Agent is actively working on it |
| Pending | Waiting for requester or external action |
| Resolved | Issue resolved, awaiting closure |
| Closed | Final state, conversation complete |
When a ticket enters Pending status, a pending reason can be selected (e.g., “Waiting for customer reply”, “Waiting for third party”). Pending reasons are configurable in Settings.
| Type | Use Case |
|---|---|
| Question | General inquiry from a user |
| Incident | Service disruption or issue |
| Problem | Root cause investigation |
| Task | Work that needs to be done |
Problem / Incident Linking
Section titled “Problem / Incident Linking”- Incidents can be linked to a Problem ticket to track root cause
- Multiple incidents can reference the same problem
- Resolving the problem helps track all related incidents
Follow-Up Tickets
Section titled “Follow-Up Tickets”Create a follow-up ticket from a resolved/closed ticket to continue the conversation with full context.
Priority Levels
Section titled “Priority Levels”| Priority | SLA Impact |
|---|---|
| Low | Longest response/resolution targets |
| Medium | Default priority |
| High | Faster targets |
| Urgent | Near-immediate response expected |
| Critical | Highest urgency, shortest SLA targets |
Channels
Section titled “Channels”Tickets can arrive from 7 different channels:
| Channel | Description |
|---|---|
| Web | Created via the web interface |
| Received via email | |
| Chat | Live chat conversation |
| Phone | Phone call logged as ticket |
| Social | Social media message |
| API | Created via API integration |
| Portal | Customer self-service portal |
List View
Section titled “List View”Table view with columns for ticket number, subject, status, priority, type, assignee, category, and created date. Supports server-side pagination, sorting, and filtering.
Kanban View
Section titled “Kanban View”Status-based board with drag-and-drop to update ticket status. Uses cursor-based pagination for infinite scroll within each column.
Filters
Section titled “Filters”- Status, Priority, Type, Category
- Assignee, Group/Team, Channel
- Text search on subject
Conversation & Collaboration
Section titled “Conversation & Collaboration”Comments
Section titled “Comments”Each ticket has a conversation thread supporting:
- Rich text formatting (bold, italic, underline, lists, links)
- File attachments with preview and download
- Public replies visible to the requester
- Private notes visible only to agents
- Agent mentions
- Nested/threaded replies
Followers (Watchers)
Section titled “Followers (Watchers)”Users can follow a ticket to receive notifications without being assigned. Watchers affect ticket visibility - if a user follows a ticket, they can see it regardless of ownership visibility settings.
SLA Policies
Section titled “SLA Policies”Service Level Agreement policies define response and resolution time targets based on ticket priority.
SLA Metrics
Section titled “SLA Metrics”The system supports 7 metric types:
| Metric | Description |
|---|---|
| First Reply Time | Time to first agent response |
| Next Reply Time | Time between requester message and next agent reply |
| Periodic Update | Regular update frequency requirement |
| Pausable Update | Update metric that pauses during “Pending” status |
| Requester Wait Time | Total time requester waits (never pauses) |
| Agent Work Time | Active agent working time (pauses during “Pending”) |
| Total Resolution Time | Time from creation to resolution |
Priority-Based Targets
Section titled “Priority-Based Targets”Each metric has separate targets per priority level (Low, Medium/Normal, High, Urgent). Targets are defined in hours, minutes, and seconds.
Business Hours
Section titled “Business Hours”SLA policies can be configured to count only business hours:
- Business hours start/end time (default: 09:00-17:00)
- Business days (default: Monday-Friday)
- Timezone for calculations
SLA Timer Behavior
Section titled “SLA Timer Behavior”- Pause - When ticket enters “Pending” status, pausable metrics freeze
- Resume - When ticket leaves “Pending” status, timers resume with adjusted due dates
- Breach - When a metric’s due date passes, the ticket is marked as breached
- Warning - 15 minutes before a breach, a warning notification is sent
Per-Metric Breach Tracking
Section titled “Per-Metric Breach Tracking”Each ticket tracks breach status per metric via a JSON field:
- Whether each metric has been breached
- When the breach occurred
- When the metric was achieved (if resolved before breach)
SLA Breach Checker
Section titled “SLA Breach Checker”A background job runs every minute to:
- Check all open/in-progress/pending tickets with SLA policies
- Detect approaching deadlines (15-minute warning)
- Detect breaches when due dates pass
- Create in-app notifications for agents
- Trigger workflow automation (sla_warning, sla_breached events)
- Update per-metric breach tracking
Categories
Section titled “Categories”Organize tickets with hierarchical categories:
- Parent and child categories
- Custom colors and icons (Lucide icons)
- Display order control
- Active/inactive toggle
- Tickets can be assigned to multiple categories
Canned Responses
Section titled “Canned Responses”Pre-written reply templates for quick responses:
- Name and content (rich text)
- Optional shortcut trigger (e.g., “/thanks”)
- Shared with team or personal
- Category grouping
- Display ordering
Satisfaction Ratings (CSAT)
Section titled “Satisfaction Ratings (CSAT)”After resolution, requesters can rate their experience:
- 1-5 star rating
- Optional comment/feedback
- Supports both internal and external raters
Escalations
Section titled “Escalations”Tickets can be escalated manually or automatically via SLA breach:
- Records who escalated and to whom
- Escalation reason
- Automatic flag for SLA-triggered escalations
- Workflow actions can escalate with priority bump, reassignment, and notification
Tickets support the polymorphic tagging system. Tags can be created, assigned, and filtered on.
Custom Fields
Section titled “Custom Fields”Tickets support custom fields stored as JSON values. Custom fields can be defined per organization in Settings.
Workflow Automation
Section titled “Workflow Automation”Ticket Triggers
Section titled “Ticket Triggers”| Trigger | When It Fires |
|---|---|
| ticket_created | New ticket created |
| ticket_updated | Ticket modified |
| ticket_status_changed | Status transition |
| sla_warning | SLA metric approaching deadline |
| sla_breached | SLA metric deadline passed |
Ticket Actions
Section titled “Ticket Actions”| Action | Description |
|---|---|
| update_ticket | Change ticket fields (status, priority, assignee) |
| escalate_ticket | Escalate with priority bump, reassignment, notification |
Data Visibility
Section titled “Data Visibility”Ticket visibility uses OR logic - a ticket is visible if:
- User can see the assignee (via department visibility), OR
- User can see the owner (via department visibility), OR
- User is a follower/watcher on the ticket
This is different from contacts/deals which use simple ownership-based visibility.
Notification Events
Section titled “Notification Events”| Event | Description |
|---|---|
| Ticket Created | New ticket created |
| Ticket Assigned | Ticket assigned to you |
| Ticket Status Changed | Status transition |
| SLA Warning | SLA metric approaching breach |
| SLA Breached | SLA metric breached |
Settings
Section titled “Settings”Configure ticket-related settings under Settings:
- Ticket Categories - Create/edit/reorder hierarchical categories
- SLA Policies - Define response/resolution targets per priority for all 7 metrics
- Pending Reasons - Configure reasons for pending status
- Canned Responses - Create quick-reply templates
See Also:
- Workflows - Automate ticket routing and escalation
- Settings - System configuration
- Team Management - Agent management
- Departments - Team/group assignment