Tickets Overview
How tickets work, ticket fields, statuses, priorities, assignments and customer-visible versus internal activity.
Ticket record
A ticket is the central support record. It connects a customer request with status, priority, assignment and conversation history.
Customer
Links the ticket to the customer record. Customer Portal access and customer-visible ticket history are scoped through this relationship.
Subject
Short description of the support issue. Keep it specific enough to identify the request in lists.
Category
Classifies the type of request. Use consistent categories so filtering and automation remain useful.
Priority
Indicates operational importance. Available priority values are shown by the ticket form. Use higher priorities for work that genuinely needs faster attention.
Department
Routes the ticket to an organizational Department when the Departments module is enabled. General support means no specific Department assignment.
Team
Routes the ticket to a Team when Teams is enabled. No team leaves it without a Team assignment.
Assign to / Assigned to
Selects the Employee responsible for the ticket. Unassigned keeps it in the unassigned queue.
Initial message
The first customer/support message stored with a newly created ticket.
Status
Ticket status represents workflow state. Use Open/Pending for active work and Resolved/Closed for completed work according to your support process.
Due date / time
Optional operational deadline. Tickets past their due date can appear as overdue.
Reply
A customer-facing response. When outbound email is configured, the reply can be delivered to the customer.
Internal Note
An internal Staff-only message. It is not shown in Customer Portal and is not sent as a customer email.
Canned reply
When Canned Replies is enabled, Staff can insert prepared response text before sending/editing the reply.
Filters
The Tickets list supports status, priority, category, assignment/queue and page-size filtering. Queue options include Unassigned and Overdue.