Ticket FAQ

Why do ticket settings save without a Save button?

Workspace and project ticket settings save automatically. The save status shows whether the latest change succeeded.

Why can I not change a template on an existing ticket?

Templates are fixed after creation so required fields and historical data remain consistent.

Why can I not create a knowledge draft?

Create knowledge draft appears only for resolved or rejected tickets. You also need permission to manage documents in the project and a Pro seat in the workspace.

Why is a template field read-only?

Project admins can make a field visible but not user-editable. This is useful for defaults or values controlled by the support team.

Why is a project missing from public ticket creation?

Check that:

  1. Public tickets are enabled under Project Settings → Tickets.
  2. You opened the correct workspace Pages domain.
  3. A customer intake link belongs to the same project and is still valid.

Why did a resolved ticket reopen?

A new public reply from the reporter reopens a resolved or rejected ticket.

Why did the ticket move to Waiting on reporter?

An agent's public reply can move the ticket to the configured waiting status. The reporter's next reply moves it back to the configured in-progress status.

Why can reporters not choose priority?

Priority is controlled by the support team so triage stays consistent.

Why did someone not receive a notification?

Bnder skips self-notifications. Also check the recipient's personal direct notification setting and, for new-ticket alerts, their setting under Project Settings → Members.

Reporter notifications follow the original channel: Discord reporters receive a Discord DM, while email and public-form reporters receive email.

What happens when a public form fails validation?

The form keeps the entered data and shows errors beside the affected fields. The create action remains unavailable until required fields and character limits are valid.

What if the ticket is created but an attachment fails?

Do not submit the creation form again. Open the created ticket from the partial-success message and upload the file again from its thread.

Why can I not open an attachment?

The file may have been removed, blocked by workspace file-type rules, exceeded a size or storage limit, or still be waiting for malware scanning. Public users cannot open files that failed or skipped scanning; an admin can retry the scan.

What happens if I refresh a public ticket form?

Bnder restores the draft for that page from the current browser session.

Where can I see ticket changes?

Open Activity in ticket detail to see when a change happened, who made it, and the visible before-and-after values. The timeline can also be exported for audit work.

Can reporters reply by email?

Yes, when email routing is configured in a Pro workspace. Ticket email uses a reply address associated with the correct project and ticket.

See Ticket Email Routing.

Why was no ticket created from an inbound email?

Check the recipient address in Project Settings → Tickets. For connected mailboxes, review Inbound messages need attention for failed messages and retry after correcting the mailbox or message issue.

Repeated delivery of the same email does not create duplicate tickets or replies.

Why can I not save a customer?

Customer names are required, email addresses must be valid and unique, and a selected SLA must still exist. Customer capacity and customer-specific SLAs also depend on available Pro seats.

What happens when an SLA is deleted?

Tickets stop using that SLA and its active warning state is removed.

Do SLA timers include holidays?

Not currently. SLA business hours support timezone, weekdays, and start/end hours.

Where are save and action errors shown?

Ticket detail keeps save status and other action notices near the top of the page. Fix the issue and retry the affected action; do not repeat a successful ticket creation or message send.

Reply and unsubscribe links in ticket email are valid for 90 days.

Create customers in Workspace Settings → Tickets. Generate the project-specific customer links from Project Settings → Tickets.