Tickets
The ticket queue
Tickets in the sidebar is the screen an agent uses the most. It has five tabs by status category (All, Open, Pending, Resolved, Closed), a free-text search box, and filters by assignee (including an "Assigned to me" shortcut) and priority.
Saved views
Any combination of tab + filters can be saved with + Save this view — it appears as a pill above the table, in the same bar as the filters, and can be removed with the × without deleting the tickets it represents.
Selection and bulk actions
With ticket-write permission, every row has a checkbox. Selecting several shows a bar with three actions: assign, change status, or change priority — applied to every selected ticket at once. It's a UI layer over the same individual update endpoint, not a separate backend route.
Creating a ticket by hand
New ticket opens a modal with two modes:
- Blank ticket — for a case that came in by phone or in person: subject, description, requester details, priority.
- From catalog — if your tenant has items configured in the Service Catalog, pick one and the form builds itself from its associated custom fields.
If no catalog items are configured, the modal starts directly in "blank" mode.
Ticket detail
Header
Status, priority, and channel as badges; an indicator if the first response or resolution is overdue against the applicable SLA (see SLA & Escalation); and, if more than one agent is looking at the same ticket at once, an "Also viewing:" notice with their names — so two people don't answer the same thing without knowing it.
Actions on the ticket
- Merge into… — moves every message from this ticket onto another and closes this one with a note pointing at the destination. Useful when the same problem generated two separate tickets.
- Run macro… (if macros are configured) — applies a predefined set of changes at once (change status, assign, add a reply) from Settings → Macros.
- Summarize / Let AI try — see AI Copilot.
Messages and replies
The thread shows every message with its author and time. A message marked as Internal note has an amber background and is never visible to the contact — it's for coordination between agents. Any reply can carry file attachments.
The properties panel
On the right: status, priority, team, assignee, and the linked problem (if any) — all editable inline, no separate form to open. Below that, if the ticket has a first-response or resolution deadline, it shows when it was met or when it's due.
If your tenant has custom fields configured, they appear in the same panel — the field type (text, number, yes/no, date, or a list of options) determines the control shown.
Further down, the contact's details, and any linked CMDB assets — with the option to link a new one from a dropdown, and see which real services are affected if that asset has associated services.
Notifications
The bell at the top of the sidebar lists what happened to you. Each event can also go by email, which needs a connected email channel.
| Event | Who gets it |
|---|---|
| A ticket is assigned to me | The new assignee (not when you assign yourself) |
| A contact replies | The assignee |
| A ticket lands in my team | Every member of the team, when the ticket has nobody assigned |
| A customer reopens a ticket | The assignee, or the team when nobody is assigned |
| Someone mentions me | The people @mentioned in an internal note |
| SLA due soon | The assignee, or the team, once 80% of the target's time is used |
| SLA missed | The assignee, or the team, when the target passes |
| A contract is about to expire | Everyone who can manage assets |
A customer who writes back on a resolved or closed ticket, by email or from the portal, reopens it.
To mention someone, tick Internal note and type @: pick a colleague from the list. Mentions only work in internal notes, so a customer never sees them.
Notification settings (from the bell) sets, for each event, whether you get it in the app and by email. Admins also set the defaults for the whole workspace there: what everyone gets until they choose for themselves. A person's own choice always wins, and Use the workspace default goes back to it.