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. The landing page (/) now includes a full-screen scroll story that highlights each step in the ticket -> execution -> documentation -> deflection loop while visitors scroll or click the workflow steps directly. That workflow story uses localized labels across supported landing page languages, including the sticky visual panel and its accessibility label.

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

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