Tickets & Service Desk
The daily heartbeat — everything agents do with tickets.
- Creating a ticket Create a ticket from New ticket: set title, company, priority, type, board, and assignee.
- The ticket lifecycle and statuses Tickets move through admin-managed statuses; SLA behaviour and resolved/closed timestamps follow automatically.
- Assigning and reassigning tickets Assign, claim, or transfer ownership of a ticket; board defaults can auto-assign on creation.
- Replying to and updating a ticket Post client replies or internal notes, attach files, log time, change status, and use canned responses.
- Priorities and triage Tickets carry one of four priorities; queues sort by priority and the Unassigned/Needs Reply views aid triage.
- Merging and linking related tickets Merge duplicate tickets (same company) into a primary, or link parent/child tickets across companies.
- Closing, resolving, and reopening tickets Resolve or close via a status change; reopen resolved or closed tickets with a reason.
- How email becomes a ticket Inbound mail (IMAP poll or Mailgun webhook) creates a ticket, matching or auto-creating the contact.
- Reply threading and the ticket reference tag A [T-NNNNN] tag in the subject threads inbound email onto the matching open ticket as a client reply.
- Auto-acknowledgements to requesters New portal/email tickets can auto-send a templated acknowledgement to the requester, with token substitution.
- Boards and routing inbound mail Set a board's inbound email so mail to that address routes new tickets to it; otherwise the default board is used.
- Handling bounces, auto-replies, and loops System addresses and auto-reply subjects are detected and ignored to prevent mail loops with the auto-ack.
- Logging time on a ticket Log time from a ticket reply, a built-in timer, or the time/timesheet forms; entries roll up to the ticket total.
- Billable vs non-billable time Billing is auto-determined from the company's contract and work type, with an optional manual override.
- Reviewing time entries Review weekly timesheets, submit for approval, and have managers approve or reject entries; reports show utilization.