Tickets
Tickets are the workspace help desk for questions, incidents, problems, and service tasks. They combine customer context, assignment, a team conversation, service-level deadlines, 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, exporting, and bulk updating tickets |
| Kanban | Following work by status or a supported custom select property |
Desk is the default view and opens on My open tickets. It has resizable panes:
- A queue rail with live counts.
- The list of tickets in the selected queue.
- The selected ticket’s conversation.
- A details rail (on larger screens) with customer info, assignment, and the Fox AI panel.
The Mine queues are My open tickets, My waiting tickets, My closed tickets, Mentioned, Following, Reported by me, Due today, Overdue, and SLA at risk.
The Workspace queues are Open, Waiting (Pending), Closed, Assigned, Unassigned, New today, Urgent + Critical, SLA breached, SLA at risk, Stale, Reopened, and All.
Due today and Overdue use the ticket’s manual Due Date. Use SLA at risk and SLA breached to work by SLA deadlines.
From Desk, an agent can reply, add attachments, and update status, pending reason, priority, type, categories, assignee, group, followers, and tags. Use Submit as to send a reply and change the status in one step. Account and contact are changed from the full ticket record.
The Fox AI panel can Summarize this ticket, Find similar resolved tickets, Suggest a KB article, or Draft a reply.
List and Kanban
Section titled “List and Kanban”The standard tabs are All tickets, My tickets, Unassigned, Open, and Breached. Saved Table Views can preserve filters, columns, sorting, view mode, and Kanban grouping.
List view supports bulk assign, edit, create tasks, and delete, plus export to Excel. Kanban cards can show the ticket number, category, assignee, priority, requester, account, due date, SLA due, and Stale or SLA breach badges.
Find duplicates
Section titled “Find duplicates”Select Duplicates in the page header to open Check Duplicate Tickets. It groups tickets that look like the same issue. Use Merge Group or Merge All to keep one ticket per group; comments from the others move onto the kept ticket and the others are deleted.
Create a ticket
Section titled “Create a ticket”Select New Ticket from the Tickets page. You can also create a ticket from:
- an Inbox conversation, with Create ticket in the Details sidebar, optionally copying recent messages into the ticket as comments
- a Chat message, with Create → Ticket
- an AI agent, when its tools allow it (agents can also be deployed to Tickets)
The create form includes the associations configured for tickets in Objects, and Pipeline and Stage when a ticket pipeline is in use.
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, group, followers, and requester
- optional external requester name and email
- related account and contact
- categories, tags, pipeline, and stage
- Due Date (Task tickets only) and SLA deadlines
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.
Two kinds of due date
Section titled “Two kinds of due date”Tickets show two different deadlines:
| Field | Where it comes from |
|---|---|
| SLA Due | Calculated from the SLA policy. It shows the first-response deadline until the first reply, then the resolution deadline. It reads “Due in 2h 40m” or “Overdue by 40m”, turns amber within an hour, and red when breached. On the record it is labelled First response due or Resolution due. |
| Due Date | Set by hand, and only available when the ticket type is Task. Desk shows it as Due. |
SLA Due is shown in the list, on Kanban cards, in Desk, and on the record.
The ticket record
Section titled “The ticket record”The full record has Conversation and Timeline tabs. The sidebar groups Requester, Assignment, Ticket Details, Pipeline, Meta, and Tags. Side panels show Insights (AI summary and knowledge-base search), Requester Context (the account and contact), and Radar Findings.
Tickets that have been inactive for too long show a Stale badge.
Conversation and collaboration
Section titled “Conversation and collaboration”The ticket conversation supports rich text, attachments, and @mentions. Long conversations collapse to the first and latest messages.
Replies and notes stay inside Workstation. The assignee, owner, and followers are notified when a reply is added. Ticket replies are not emailed to the requester; use Inbox to talk with customers.
Followers 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.
Service-level agreements
Section titled “Service-level agreements”An SLA policy sets response, update, and resolution targets. Each policy has targets for Urgent, High, Normal, and Low. Ticket priorities map onto them: Critical uses Urgent and Medium uses Normal.
A policy can apply to every ticket or only when its conditions match (Meet ALL or Meet ANY of the conditions). The first active matching policy, in list order, applies when the ticket is created.
Workstation supports seven SLA metrics, grouped into reply, update, and resolution 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 |
Time spent in Pending pauses SLA deadlines, and they move later when work resumes. Workstation sends a warning notification 15 minutes before a target breaches and can trigger SLA automation. Desk’s SLA at risk queue shows tickets within an hour of a deadline.
Configure policies in Settings → Tickets → SLA Policies.
Categories and macros
Section titled “Categories and macros”Categories have a name, description, color, and active state, and a ticket can have more than one. Use them for reporting and queue filters. Manage them in Settings → Tickets → Categories.
Macros are saved replies. On a ticket record, select Macro to insert one into the reply. Macros are shared with Inbox and organized in folders. On a ticket only the macro text is inserted; status, tag, and assignment actions apply in Inbox only. Manage them 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.
Ticket reports such as Tickets by Status and Tickets by Priority are available in Reports.
Automation
Section titled “Automation”Workflows can start from Ticket Created, Ticket Updated, Ticket Status Changed, SLA Warning, and SLA Breached. Ticket actions include Create Ticket, Update Ticket, and Escalate Ticket, which can change priority, assignee, and status.
Visibility
Section titled “Visibility”Ticket visibility combines the workspace visibility scope with direct assignment and followers. A ticket stays visible to its assignee and followers even when it falls outside their normal record scope. Tickets with no assignee and no owner are visible to everyone with ticket access. Permissions still control who may create, update, or delete tickets.