Tickets
A conversation is a live thread; a ticket is a unit of work. A ticket has a subject, description, status, priority, assignee, queue, SLA and a timeline of everything that happened to it. Tickets are optional: switch the module on in Settings → Tickets.
How tickets are created
Section titled “How tickets are created”Tickets are created by people or by rules you write, never automatically from an inbound e-mail, form or call:
| From | Pre-filled |
|---|---|
| Create ticket in a conversation | Contact, first 80 characters as subject, link to the conversation |
| A contact or company card | The contact or company |
| Tickets → New ticket | Nothing |
| A call in the Phone module | Contact, subject “Call from …”, transcript as description, link to the recording |
| An automation rule with the create ticket action | Whatever the rule sets |
| The API | Whatever you send |
A ticket needs a contact or a lead; the request is rejected with 422 otherwise.
Lifecycle
Section titled “Lifecycle”open → in progress → waiting for customer → in progress → resolved → closed| Transition | How |
|---|---|
| open → in progress | Take (anyone if unassigned, or the assignee) |
| in progress → waiting for customer | Wait for reply |
| waiting → in progress | The customer replies, or Back to work |
| any → resolved | Mark resolved |
| resolved → open | Reopen (Manager and above, or the assignee) |
| resolved → closed | Automatically after N days (SLA setting) or Close |
| closed → anything | Not possible |
Every change writes a timeline entry. The customer receives an e-mail when the ticket is created and when it is resolved, if they have an e-mail address and the notification is on.
Customer replies by e-mail go to the linked conversation, not into the ticket; the agent decides whether to reopen.
Priority and SLA
Section titled “Priority and SLA”Priorities: none, low, medium (default), high, urgent. An SLA policy sets the first-response target per priority and whether timers pause outside working hours. A background check runs every minute; a ticket that has no first response by its deadline is flagged SLA breached and Owners, Admins and Managers are notified.
Queues and assignment
Section titled “Queues and assignment”Queues group tickets for a team. Agents see their own tickets and the unassigned ones in their queues; Managers see everything in their teams. Assignment can be manual, round-robin per queue, or set by automation. Bulk actions (assign, change status or priority, tag, close) are Manager and above.
Fields, tags and custom fields
Section titled “Fields, tags and custom fields”Tags and custom fields (per site, 12 types) live in Settings → Tickets. Custom fields can be required and are available in filters, automation conditions and exports.
Reports
Section titled “Reports”The Tickets dashboard in Reports shows totals, open and resolved counts, SLA breaches, average resolution time, and breakdowns by priority, team and status.