Working Tickets in the App
Use the Tickets area to triage incoming requests, collaborate with teammates, reply to reporters, and track work through resolution.
Find and organize tickets
The ticket list supports search, status, assignee, and label filters. Use the quick filters for:
- My unresolved: open tickets assigned to you
- My team's unresolved: open tickets assigned to members of your People teams
- Unassigned unresolved: open tickets that still need an owner
Save frequently used search and filter combinations as presets. Saved presets are available on your other devices.
Ticket rows show the status, priority, type, assignee, reporter, labels, age, SLA warnings, and response or resolution times when available. New and updated tickets appear automatically.
Starter and Pro users can switch between the ticket list and Kanban board. Use People to group tickets by assignee and drag tickets between columns to reassign them.
Review ticket analytics
Pro users with permission to manage project tickets can open Insights to review:
- Backlog, created, closed, and reopened tickets
- SLA risk, breaches, and compliance
- Median first-response and resolution times
- Daily trends and breakdowns by status, priority, type, customer, assignee, and age
Choose a preset or custom date range, compare it with another period, and filter by assignee, customer, type, or priority. Active filters stay visible and can be removed individually or cleared together. Use Saved views for report setups your team reviews regularly.
Select a metric, chart point, daily value, or breakdown to open matching tickets in one reusable Insights results tab. Further selections update that tab instead of creating duplicates. Opening a result uses the normal ticket tab, while the report keeps its range, filters, scroll position, and chart state. On desktop, tabs can be dragged into a split view to keep the report and results side by side. You can also compare two assignees, customers, priorities, or ticket types in the same period.
Use annotations to explain incidents, staffing changes, SLA adjustments, or workflow changes on trend charts. Copy report link shares the selected range, comparison, filters, and section. Export creates CSV, PNG, or PDF reports; image and PDF exports use your workspace branding.
Open Methodology for metric definitions, data coverage, timezone, and freshness. Today may be partial. Insights starts collecting history when the project is activated and does not backfill earlier activity. If a report needs more data, Bnder explains what is missing and suggests clearing filters or trying another range.
Create a ticket
Enter the ticket's title and any required fields, then select Create ticket. Missing required fields are marked directly in the form.
Depending on project settings, you can set:
- Description, type, priority, and status
- Assignee and SLA
- Customer and reporter details
- Additional notification email addresses
- Labels and template fields
Ticket types and required template fields come from project settings. Untouched projects use General by default; configured projects follow their selected default or require you to choose a type.
Work in ticket detail
Open a ticket row to view and update the complete ticket. Existing-ticket changes save automatically; the header shows whether changes are saving, saved, or failed. Updates made by other agents appear automatically.
Use Assign to me to take ownership quickly. If your workspace uses virtual coworkers for Customer Support, eligible coworkers also appear in the assignee list.
Customer-linked tickets can show customer details, related tickets, portal visibility, and a public portal link.
Replies and internal notes
Use Public reply when the reporter should receive the message by email or see it in the customer portal. Use Internal note for information that should remain visible only to workspace members.
You can mention workspace users with @username. Mention and assignment
notifications follow the recipient's workspace notification channel and
settings.
Public replies and internal notes can include attachments. Workspace file-type, size, storage, and malware-scanning limits apply. Files that were not scanned successfully cannot be opened by public users; workspace admins can retry a failed scan.
Link related work
The Linked Resources section connects a ticket to tasks and knowledge documents. Start typing to search, then select a result. You can also create a new linked task directly from the ticket.
Use Child Tickets, Duplicates, and Related Tickets for ticket-to-ticket relationships. For incident and duplicate workflows, see Master Tickets.
When a resolved or rejected ticket contains reusable knowledge, Pro workspaces can use Create knowledge draft. Bnder opens a structured document draft and links the saved document back to the ticket.
Activity
The Activity section records who changed a ticket, when it changed, and the visible before-and-after values.
Automatic status changes
Depending on project configuration:
- A reporter reply can reopen a resolved ticket.
- An agent's public reply can move the ticket to Waiting on reporter.
- A reporter reply can move a waiting ticket back to the configured in-progress status.
- The assigned agent is notified when the reporter sends a new public message.
- A newly assigned agent is notified, except when assigning the ticket to yourself.
- Completing the final open task linked to a ticket can offer to resolve the ticket.
SLA warnings depend on the ticket age and the project's SLA settings.
New-ticket alerts
Project admins can enable new-ticket alerts per member under Project Settings → Members. Notifications use Slack DM, Discord DM, or email according to the workspace type. People are not notified about tickets they created themselves.
Discord ticket workflow
The Ticket Manager Discord bot supports creating and working with tickets directly in Discord:
Create a ticket
List my tickets
List support queue
Show ticket details
Reply publicly to a ticket
Update ticket status
Assign ticket owner
Add internal note
Reporter commands are available to regular users. Agent commands require the
project's MANAGE_TICKETS permission.
If a ticket type requires template fields, Discord opens a form for supported fields. Required file fields must be completed through the public ticket page. Replies to Discord-created tickets direct the reporter to the public ticket thread.