Working tickets

A ticket is the record of one customer conversation. This guide covers what you can do with a ticket once you have view or edit access to its group — see Roles and groups for how that access is granted.

Ticket statesCopy Anchor Link

A customer reply always reopens a pending or resolved ticket to Open (within resolved's grace period; after that it has already closed). Reopening a closed ticket keeps its group and owner — you don't lose that context.

Replies vs internal notesCopy Anchor Link

You can add two kinds of message to a ticket:

• Replies are public — the customer sees them in their conversation.
• Internal notes are visible only to staff who can view the ticket's group. The customer never sees them and is never notified about them.

Type an @ followed by a teammate's name in a note to mention them; the mentioned person is notified. Mentions only work in internal notes, since replies already reach the customer directly.

Once sent, a message — reply or note — cannot be edited or deleted.

Pending datesCopy Anchor Link

Setting a ticket to a pending state requires a date. What happens when that date is reached depends on which pending state you chose:

• Pending, reminder fires once: the ticket appears in My Pending Reminders Reached for its owner, but its state doesn't change.
• Pending, close closes the ticket automatically when the date passes, with no further action needed from you.

Either pending state ends early and returns the ticket to Open if the customer replies, or if you change it yourself.

Assigning an ownerCopy Anchor Link

You can assign or reassign a ticket to anyone who has edit access to the ticket's current group — that's the full list of eligible owners; there's no separate membership list to maintain. If someone's access to a group is later removed (their role changes, or the group access changes), any ticket they own in that group becomes unassigned automatically, so it doesn't sit invisible to everyone else on the team.

Moving between groupsCopy Anchor Link

Moving a ticket to another group needs edit access on its current group and create access on the destination group. Ungrouped tickets are the one exception: if you have edit access to Ungrouped, you can assign an ungrouped ticket to any active group. After the move, you keep access to it only if your own roles grant you access to that destination group — moving it doesn't grant you anything extra.

Only active groups can receive tickets, whether by moving or by routing.

TagsCopy Anchor Link

You can add or remove tags on a ticket, subject to your usual edit access. Tags help you filter and search; several default views and macros can also match on them.

LinksCopy Anchor Link

You can link one ticket to another as a follow-up, related, or duplicate. Creating a link requires edit access on the ticket you're linking from and view access on the ticket you're linking to.

If a linked ticket is later purged under data retention, or you simply lose view access to the group it's in, the link stays but shows without the other ticket's details — you'll still see that a link of that kind exists, just not its title, number, or state.

Moving a customer messageCopy Anchor Link

If a customer's message landed on the wrong one of their tickets, you can move it to another of that same customer's tickets. The message keeps its place in the timeline of its new ticket.

HistoryCopy Anchor Link

Every change to a ticket — state, priority, group, owner, tags — is recorded in its history, along with who made it and when. Ticket history is visible to anyone who can view the ticket.

Staff-started ticketsCopy Anchor Link

If you have create access on an active group, you can start a new ticket yourself for an existing customer of the tenant: choose the group, and write a title and a first message (you can also set an owner, priority, and tags up front). This skips the usual routing step, since you've already chosen the group. The first message appears in the customer's conversation exactly like any other reply, and the customer isn't told a ticket was created on their behalf. You can't create a new customer account through this action — only start a ticket for someone who's already a customer.

Default viewsCopy Anchor Link

Every tenant starts with a set of built-in views, each scoped to what you're allowed to see:

An admin can edit, hide, or reorder these views, and you can build your own — see Roles and groups for how group access shapes what any view can show you. No matter which view you use, it only ever lists tickets in groups you have access to. See Views and notifications for how view counts update live, how to hide or reorder views, and how notifications work.