Tickets: Creating & Working Tickets

Tickets are your support desk. Each ticket is a support request from a contact (or an employee), assigned to an agent and a group, with a priority and status. This article covers creating a ticket, the fields, statuses and priorities, and how to reply, add internal notes and use templates.

Where to find it

Sidebar → Tickets (under the Support area)

The Tickets module must be enabled and your role needs View Tickets permission. The ticket list lets you filter by status, group, agent, priority, channel, type, tags and project, and shows live counters for Open / Pending / Resolved / Closed.

How to create a ticket

Go to Tickets and click Add.
Complete the Ticket Detail form.
Save. New tickets always start with the status Open.

Create Ticket fields

Ticket Detail

Field	Meaning	Required
Requester (Contact / Employee)	Who the ticket is for. Only shown when both modules are available; otherwise it is fixed.	Choose one
Requester Name	The selected contact or employee.	Yes
Contact Name	A specific contact-person under the chosen contact company (optional).	No
Assign Group	The group / queue the ticket belongs to. Add one inline if you can manage groups.	Yes
Agent	The support agent assigned. Options are the agents enabled in the chosen group.	No
Project	An optional linked project (if Projects module is on).	No
Type	The ticket type / category. Add one inline if you can manage types.	No
Ticket Subject	A short summary line.	Yes
Description	The rich-text body. You can @-mention agents to notify them.	Yes
Attachments	Click Upload File to attach files via drag-and-drop.	No

Other Details (collapsible)

Field	Meaning
Priority	Low / Medium / High / Urgent.
Channel Name	How the ticket arrived (e.g. Email, Web, Phone). Add one inline if you can manage channels.
Tags	Free-form tags; new tag names are created automatically.
Custom fields	Any extra fields your administrator defined.

Statuses and priorities

Statuses:

Open (red)
Pending (yellow)
Resolved (green)
Closed (blue)

Priorities: Low, Medium, High, Urgent.

Tickets also show a New or New Response badge so you can spot ones needing attention.

Working a ticket (the detail page)

Open a ticket from the list to see the conversation thread and a tabbed side panel.

Reply vs Add Note

At the bottom of the conversation:

Reply — a public reply to the requester. Write your message, optionally attach files via Upload File, then use the Submit split-button to send and set the status at once: Submit as Open / Pending / Resolved / Closed.
Add Note — an internal note that contacts cannot see. Choose which agents to notify with the To list, write the note, and submit with Add Note and Submit as Open / Pending / Resolved / Closed. The Add Note option is hidden for contact users.

Reply templates

Above the reply box, the Apply Template dropdown inserts a saved canned response so you do not have to retype common answers. (Templates are managed in Ticket Settings — see article 10.)

Quick actions

The top action bar also offers Close (quick-close the ticket) and Delete.

Side panel tabs

Details — change Group, Agent, Priority, Type, Channel, Status and Tags, then click Update.
Contact — the requester's contact card, their Recent Tickets and a status breakdown.
Other — additional / custom information.
Activity — the ticket's activity log.

Permission notes

Ticket permissions are scoped to All, Added (tickets you created), Owned (tickets where you are the agent or requester), Both, or None:

View / Add / Edit / Delete Tickets
Bulk delete and bulk status change require the All scope.

Visibility can be further narrowed by your administrator (all tickets, group tickets, or only assigned tickets) — see article 10.

Tips

Use Submit as ... to reply and update the status in one click.
Keep customers' eyes off internal commentary by using Add Note rather than Reply.
Build reply templates for your most common answers to save time.
Tag tickets so you can filter and report on recurring issues.