Tickets overview

Tickets are how your team tracks work that is not done in one conversation. A call or chat might last a few minutes. A refund, an address change, or an outage can take hours or days, pass through several teammates, and still need a clear status for the customer. Oration tickets sit next to conversations. A conversation is the live interaction. A ticket is the durable record of the work that came out of it.

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What a ticket contains

Every ticket has:

• A number unique to your workspace, such as #1042
• A type that decides the form, allowed statuses, sharing rules, and disposition set
• A status from the statuses attached to that type
• A priority (urgent, high, medium, or low)
• Optional custom fields defined on the type
• A thread of messages and internal notes
• An activity history for field changes, status time, and dispositions

The type is the most important choice. It is the schema for the ticket — not “email vs phone”, but “Refund”, “Address change”, or “Production outage”.

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Three kinds of work

Every ticket type belongs to one category. That category does not change for tickets you already created. Read Ticket categories before you create types. The category you pick controls sharing, grouping, and how teammates talk on the ticket.

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Tickets vs conversations

You can link conversations to a ticket so the recording and transcript stay next to the work.

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Where tickets live in the product

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What you can do on a ticket

Once a ticket exists, teammates can:

• Change its status
• Assign a person or a team
• Fill custom attributes
• Add messages and notes
• Share a back-office ticket when the type allows it
• Snooze it until a follow-up time
• Apply a disposition code
• Link conversations or group customer tickets under a tracker

Every important change is stored in history.

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Permissions

Ticket settings and ticket work use workspace roles. Teammates who can create types can also clone them. Teammates who can create statuses can clone custom statuses. System statuses cannot be cloned or archived. If a control is missing in settings, ask a workspace admin to grant ticket type or ticket status permissions.