Tickets
Overview of the ticketing system — your central workspace for managing support requests
Tickets are the core unit of work in your helpdesk. Every support request — whether it arrives by email, is created manually, or comes in through your CRM — becomes a ticket with a unique number, a conversation thread, and a full audit trail.
Each ticket tracks who needs help, what the issue is, who is working on it, and where it stands in the resolution process. Tickets move through a lifecycle of statuses from creation to closure, with priority levels and SLA timers keeping your team accountable.
Your ticket list is the hub of daily operations. From there you can search, filter, assign, and drill into any ticket to read the conversation, add replies, attach files, or escalate.
Creating Tickets
Create tickets manually, from inbound email, or via your CRM.
Statuses & Workflow
Understand the ticket lifecycle from creation to closure.
Priority & SLA
Set priority levels and track response time targets.
Assignment & Escalation
Assign tickets to agents and escalate when needed.
Tags
Categorise and filter tickets with colour-coded tags.
Messaging
Replies, internal notes, and file attachments.
Canned Responses
Save and reuse template replies for common scenarios.
Search & Filters
Find tickets quickly with search, status tabs, and tag filters.