Tickets track support requests, project work and internal tasks in one place.
Where to find it
Support > Tickets - Support (/tickets).
Views
Switch with the buttons in the page header: List, Advanced, Board and Scheduler. The board groups tickets by status and has filters for status, type and search.
Fields
| Field | Values |
|---|---|
| Type | Support, Project, Internal |
| Status | To Do, Scheduled, In Progress, On Hold, Resolved |
| Priority | Low, Medium, High, Critical |
| Other | Title, Customer / Project, Label, Assigned To, Due Date, Completion |
Tickets can have several assignees.
Create a ticket
- Open Tickets - Support.
- Click New Ticket (or New Support for a support entry).
- Fill in type, title, customer or project, priority and assignee.
- Save.
Work on a ticket
- Open a ticket from the list (
/tickets/{id}). - Start or pause the ticket timer; recorded time is kept on the ticket.
- Add comments and move the status as work progresses.
- Resolve it when done. For tasks in a project chain, resolving advances the next task.
Inherit a ticket
Select exactly one ticket and click Inherit to create a child ticket from it.
Tips
- A banner shows how many incoming items await triage in the Inbound Inbox; click it to open the inbox.
- Blocked task tickets are hidden from the board; the header shows how many.
- Use Ticket Label and Support Category (see Support reference lists) to classify tickets.