Ticket System Overview

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

Start with your role

Workspace administrator: follow Ticket Setup, then connect email intake if your team needs it.
Support agent: use Working Tickets in the App to reply, add internal notes, and resolve requests.
Customer: read Public Ticket Portal to understand ticket links, replies, and access.

For a shared issue affecting several customers, see Master Tickets. For a specific problem, check Ticket FAQ.

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, 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 seats and existing resources

Personal Pro actions follow the acting member's seat. A member needs their own Pro seat to send an external email reply or use another personal Pro-only ticket action.

Connecting a new support mailbox, creating an SLA policy, or connecting a custom domain also requires the configuring member to have a Pro seat and the workspace to have available capacity. Existing configured mailboxes continue receiving messages, existing SLA rules continue measuring time, and existing domains remain reachable after a downgrade. Creating another resource still requires the current entitlement and capacity.

Workspace vs project settings

Workspace Ticket Settings
Manage shared ticket workflows, templates, SLAs, mailboxes, and portal behavior. Customers are managed once in CRM.
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

Every new ticket channel matches its reporter to one CRM Person. Bnder creates that Person automatically when no exact email or connected Discord/Slack identity exists. Duplicate matches are left unlinked and added to CRM's duplicate-review queue instead of being guessed or merged.

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: Discord Commands -> Ticket Commands