Ticket FAQ

Why do my ticket setting changes save without pressing save?

Workspace and project ticket settings use autosave.
Changes are saved automatically after short debounce delays.

Why can I not change template on an existing ticket?

Template changes are locked after ticket creation to prevent required-field drift and invalid ticket data.

Why can I not see "Create knowledge draft" on a ticket?

The action is shown only when the ticket status category is closed (resolved or rejected).

You also need MANAGE_DOCUMENTS permission in that project.

Why are some template fields visible but read-only?

Those fields are configured as visible = true and userEditable = false.
This is useful for showing defaults or system-controlled values.

Why can I not see a project in public ticket creation?

Check:

Public tickets are enabled for that project in Project Settings -> Tickets
You are opening the correct page domain for the workspace
If using a customer link, that signed link was generated for this exact project and has not expired

Why did a resolved ticket reopen?

Resolved/rejected tickets reopen automatically when a new public reporter message is added.

Are there character limits on public ticket forms?

Yes. Public ticket create and reply forms show live character counters and validate limits in the frontend before submit.

Current limits:

Ticket title: 300 characters
Ticket description: 8000 characters
Reporter name: 120 characters
Initial message: 8000 characters
Public reply text: 8000 characters

Why did my ticket switch to "Waiting on reporter" after an agent reply?

When an agent posts a public support message, the ticket is automatically moved to the configured waiting status so the auto-close and SLA waiting logic can run consistently.

When the reporter replies, the ticket automatically moves back to the configured in-progress status.

Why can external reporters not select priority?

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

Why did the reporter not get an email for their own reply?

The system excludes the actor email from notifications to avoid self-notifications.

Why can I not add extra notification emails on the public ticket form?

Public ticket creation only enrolls the reporter. This prevents unauthenticated users from subscribing unrelated third-party email addresses to ticket updates.

What happens when I mention a teammate in a ticket reply?

Mentions in the ticket conversation trigger a direct notification for mentioned workspace users.

Discord workspaces send a DM
Non-Discord workspaces send an email
Personal direct-notification settings are respected

What happens if public ticket create/reply fails validation?

The form stays on the same page and keeps your typed input.
Errors are shown inline directly below the form so you can fix and retry without re-entering everything.

What happens if ticket creation succeeds but attachment upload fails?

The ticket is still created.

The public create page now shows a partial-success message and an Open Created Ticket button so you can continue in the ticket thread without submitting the form again (which would create a duplicate ticket).

Upload the attachments again from the ticket thread page.

Why was a very large attachment rejected on the public portal or via reply-by-email?

Public ticket uploads and inbound email attachments use stricter buffered ingress limits than the internal dashboard. This protects the ticket API from oversized unauthenticated multipart requests.

Why did the public ticket form, reply form, or attachment upload return a rate-limit error?

Public ticket creation is rate-limited server-side per client/workspace. Public thread replies and uploads are also rate-limited per scoped thread token.

Attachment uploads additionally use a basic per-token byte quota, so repeated large uploads on one public thread can be blocked even when each individual file stays below the normal file-size limit.

What happens if I refresh the public ticket page accidentally?

Your current input is saved in browser session storage and restored after refresh.

This is scoped per route path, so different project links and different ticket thread links keep separate drafts.

Why is the "Create Ticket" button disabled?

The button stays disabled until all required fields are valid:

Reporter email is present and valid
Title is filled
Required editable template fields are completed
Character-limit validations are satisfied

Why did the reporter get a Discord message instead of an email?

Reporter notifications follow the reporter channel:

Discord-reported tickets notify the reporter via Discord direct message
Email/public-form reported tickets notify the reporter via email

Why did a project member not receive a "new ticket" notification?

Check:

The member has New ticket notifications enabled in Project Settings -> Members
The ticket was created in that same project
The member has direct notifications enabled in personal settings
The member was not the ticket creator (self-notifications are skipped)

Why are ticket links in email not using a global bnder.net link?

Ticket emails prefer your workspace page domain (for example company.bnder.page or custom domain) so users stay in your branded portal.

Where can I see who changed a ticket and what exactly changed?

Open the ticket detail and check the Activity section to view immutable events with:

Timestamp
Actor (team member, reporter, or system)
Field-level changes (old value -> new value)

You can also export this timeline as CSV for audits and external compliance reviews.

Can users reply directly from email clients?

Yes, on Pro workspaces.
Ticket emails set a dedicated Reply-To address only when email reply routing is available for the workspace plan.

See Ticket Email Routing.

Why was no ticket created from an inbound email?

Most commonly, the recipient mailbox local-part is unknown.
Inbound ticket creation needs a project mailbox address in Project Settings -> Tickets. That address can be configured manually or generated automatically the first time the project sends a replyable ticket email.

If the mailbox local-part is unknown, no ticket is created and the sender receives a guidance email.

Which project is used when a ticket is created from inbound email?

The project is resolved from the recipient mailbox local-part (<local-part>@tickets.bnder.net).
Customer mapping does not decide the project route; it is only used to auto-assign customer and SLA when available.

Why did only one ticket/message get created even though the mail provider retried delivery?

Inbound email handling prevents duplicate creation.
Retries of the same inbound message are ignored so duplicate tickets or duplicate reply messages are not created.

Why can I not save a customer email in ticket settings?

Customer emails must be unique globally across workspaces.
If the email is already assigned to a customer in another workspace, the save is rejected.

Why does customer save fail even without duplicate emails?

Each customer must have a unique id, a non-empty name, and (if set) a valid SLA from the same settings page.
Saving is rejected when one of these references is invalid.

On Free workspaces, multiple customers and customer-specific SLA assignments are also blocked.

What happens to existing tickets when I delete an SLA?

When an SLA definition is deleted from ticket settings, tickets that used this SLA are updated automatically.
Their SLA reference is removed and active SLA warning state is cleared, so no stale warning logic remains.

Do SLA timers support holiday calendars?

Not yet.

SLA timers currently support:

Timezone
Weekdays
Start and end hour

Holiday calendars are planned but are not supported natively at the moment.

Why do I see "document saved but link-back failed" after creating a knowledge draft from a ticket?

The document was created successfully, but updating the ticket links failed (for example permission issues or a temporary connection problem).

Use the inline Retry ticket link action in the document view to append the document to the source ticket again.

I changed ticket details but the update failed. Where can I see the error?

In ticket detail, the header area shows the autosave status for existing tickets.
If saving fails, the error is shown directly inside that status box near the top of the page.
This message stays visible until you edit again or a save succeeds, so failed updates are easy to spot.

Where do ticket create, attachment, or link errors show in the app?

Ticket detail uses inline notices near the top of the page.

Save errors for existing tickets appear in the autosave status box
Create/update success messages appear in the same top area
Attachment, message, delete, and link-validation errors stay visible in a dismissible inline notice until you close them or keep editing