Ticket lifecycle
In Progress
A technician is actively working the ticket. SLA response timer stops when the first reply is sent.
Waiting on Customer
The technician has replied and is awaiting a customer response. SLA resolution timer pauses in this state.
Escalated
Ticket has been escalated to a senior technician or team lead due to complexity or SLA risk.
Resolved
The issue is fixed. The ticket auto-closes after 24 hours if the customer does not reopen it.
Resolved and Closed tickets display with muted status badges to visually distinguish them from active work.
Creating tickets
Tickets can be created through five channels:| Channel | How it works |
|---|---|
| Manual | Technician creates a ticket from the PSA dashboard |
| Email inbound | Emails sent to your support address automatically create tickets |
| Portal | Customers submit tickets through the branded support portal |
| Live chat | Chat conversations convert to tickets when the session ends |
| SMS | Inbound SMS messages create tickets (requires phone number configuration) |
Ticket detail page
Each ticket includes:- Replies — Threaded conversation between technician and customer
- Internal notes — Private notes visible only to your team
- Time entries — Logged time with billable/non-billable designation
- SLA badge — Real-time SLA status (On Track, At Risk, Breached, Met)
- AI draft — AI-generated reply suggestion based on ticket context and knowledge base articles
Priority is customer-controlled
The priority chosen at ticket creation is the source of truth across the system. The AI auto-analyzer reads priority for context and may suggest a different value (visible on the ticket sidebar), but it cannot changeticket.priority on its own — not up, not down. Customer-set CRITICAL stays CRITICAL.
Priority changes after creation happen only through:
- Operator edit on the ticket detail page
- Operator-authored automation rules (Settings → Automations) using the Change Priority action
- Policy escalations — VIP override, ticket-spike pattern, and AI security/frustration escalation can each bump LOW/MEDIUM → HIGH, never downgrade
Board view vs list view
- Board view
- List view
Kanban-style columns organized by ticket status. Drag tickets between columns to update status. Best for visual triage and daily standups.
Filtering and search
Filter tickets by status, priority, assignee, client, SLA status, or date range. Combine filters to narrow results. Full-text search covers ticket subjects, descriptions, and reply content.Auto-close behavior
Tickets in Resolved status automatically transition to Closed after 24 hours. If a customer replies to a resolved ticket within that window, the ticket reopens to In Progress.Master and child tickets
When the same incident affects several customers — a vendor outage, a regional ISP problem, a phishing wave — promote one ticket to a master and link the rest as children. The master’s status, assignee, and resolution cascade to its children on demand: when you flip the master to RESOLVED or CLOSED, you’re prompted to apply the same status to every linked child (resolved/closed children are left alone so a previously-fixed customer isn’t yanked back into a queue). Mark a ticket as a master from the Linked Tickets section on the ticket detail page; link or unlink children from the same panel. Master and child tickets are first-class — they appear in board view, list view, reports, and SLA tracking like any other ticket. Use cases:- Vendor outage: open one master ticket against the vendor, link every customer ticket reporting the outage. One reply on the master can be cascaded to all children.
- Phishing wave: one master incident ticket; each reported phishing email becomes a child, so the response team works one timeline instead of dozens.
- Site-wide maintenance: master for the maintenance window, children for any customer who logs an issue during it — closes the loop when the window ends.