Working a ticket
Tickets open in a panel that slides in from the right. Drag its left edge to resize it; double-click the edge to reset.
Creating a ticket
Click New Ticket and fill in:
| Field | Notes |
|---|---|
| Subject | Required |
| Requester | Required. Pick an existing contact or type any email address. Picking a contact fills in their company |
| Customer | Optional |
| Priority | Low, Medium (default), High or Urgent |
| Status | Open (default), Pending, On Hold, Waiting on Customer or Waiting on 3rd Party |
| Assign To | Unassigned or a staff member |
| Source | Where the request came from |
| Description | Required. Becomes the first message on the ticket |
| Also notify | Extra email addresses to copy. Press Enter or a comma after each |
| Email the requester a confirmation | Ticked by default |
Click Create Ticket. The panel switches to the new ticket straight away.
The ticket panel
Header. Subject, status and priority badges, and the Mark as Spam and Delete buttons. Reply in the footer jumps to the composer; useful on long threads.
Ticket Properties. Ticket ID, Status, Requester, Priority, Source, Assigned To, Customer, Created and Last Updated. Status, Requester, Priority, Assigned To and Customer are editable and save the moment you change them. If you change the requester to a contact from a different company, the Help Desk offers to move the ticket to that customer as well. Collapse the section with its header; the choice is remembered.
Conversation. Every message in order. The first and the newest are expanded; the rest are collapsed with a short preview and open on a click. Colours tell the messages apart: staff replies, customer replies and internal notes, which also carry an Internal Note chip. Attachments are listed under each message with a Download button.
Replying
The Add Reply composer sits under the conversation.
- CC Recipients. Pre-filled with every address copied anywhere in the thread. Type an address and press Enter to add one.
- Attachments. Click or drag files in. Images, PDFs, Office documents, text, CSV and ZIP files up to 10 MB each.
- Editor. Bold, italic, bullet list and link buttons, with a character count.
- Send Reply emails the requester and CC recipients with any attachments. Internal Note saves a note visible only to staff; nothing is emailed. Ctrl+Enter sends.
If the reply is saved but the email cannot go out, a dialog explains why, most often that outgoing email has not been set up yet. See Email Integration.
Spam, delete and restore
Mark as Spam moves the ticket to Spam and marks future emails from that sender as spam automatically. Delete moves it to Deleted without affecting the sender. Both are reversible: on a spam or deleted ticket the button becomes Restore, which returns it to Open. Restoring a spam ticket also asks whether to remove the sender from the spam list.