Tickets

Tickets are the core of the helpdesk. Each ticket is a conversation with a customer until the issue is resolved.

Ticket list

Open Tickets in the sidebar. Filter by status, department, assignee, and search. Open a row to see the full thread, replies, and side panel (customer, fields, knowledge base).

Create a ticket

1. Click Add Ticket (or Tickets → create).
2. Choose the customer, department, category, and subject.
3. Write the first message. Attach files if needed.
4. Save. The customer can continue the thread from the portal when they have access.

Working a ticket

• Reply internally (notes) or to the customer.
• Use canned responses for repeated answers.
• Change status (open, pending, closed) as you work.
• Assign a teammate when someone else should own it.

Inbox

If inbox mode is on your plan, an Inbox view groups incoming mail-style work separately from the main list.