Ticket System Overview

The ticket system helps teams handle support requests from inside the app and from public pages.

For a product-level overview of how tickets connect with tasks and public knowledge, see the public tickets page at /tickets. The public site navigation now keeps the Solutions menu focused on the primary workflow surfaces: Tickets, Tasks, Knowledge, and Calendar.

What the ticket system includes

A ticket list with filters, labels, SLA warning chips, and live updates
A ticket detail view with conversation, links, attachments, and custom template fields
Immutable ticket audit timeline in the ticket detail Activity section, plus CSV export for compliance/reporting
Workspace and project ticket settings (statuses, SLA, customers, templates)
Multi-step SLA targets (first response, next response, resolution) with warning + breach handling
Public ticket creation and public ticket thread pages on your Bnder page domain
Email notifications with unsubscribe links

Pro-only ticket features

The following ticket capabilities require a Pro workspace:

SLA policies (SLA definitions, default SLA, SLA warning automation)
SLA breach escalation to configured workspace members
Multiple customers and customer-specific SLA assignments
Reply-by-email routing

Workspace vs project settings

Workspace Ticket Settings
Manage shared customer profiles and customer-specific intake links.
Project Settings -> Tickets
Configure public intake toggle, public links, statuses, SLAs, enforced templates, and template definitions.

Permissions

To manage tickets in the app, users need the MANAGE_TICKETS permission.
See Permissions.

Quick start

Configure ticket settings and public intake: Ticket Setup
Train agents on day-to-day usage: Working Tickets in the App
Coordinate incidents and duplicates: Master Tickets
Share public ticket links: Public Ticket Portal
Set up email reply routing: Ticket Email Routing
Check common edge cases: Ticket FAQ
Use Discord command reference: All Commands -> Ticket Commands