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Tickets are the core unit of work in Regentra’s PSA. Every client interaction — whether it starts as an email, portal submission, live chat, or SMS — becomes a ticket that flows through a defined lifecycle.

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Ticket lifecycle

1

Open

Ticket is created and awaiting triage or assignment.
2

In Progress

A technician is actively working the ticket. SLA response timer stops when the first reply is sent.
3

Waiting on Customer

The technician has replied and is awaiting a customer response. SLA resolution timer pauses in this state.
4

Escalated

Ticket has been escalated to a senior technician or team lead due to complexity or SLA risk.
5

Resolved

The issue is fixed. The ticket auto-closes after 24 hours if the customer does not reopen it.
6

Closed

Final state. No further action is taken. Closed tickets cannot be reopened — create a follow-up instead.
Resolved and Closed tickets display with muted status badges to visually distinguish them from active work.

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Creating tickets

Tickets can be created through five channels:
ChannelHow it works
ManualTechnician creates a ticket from the PSA dashboard
Email inboundEmails sent to your support address automatically create tickets
PortalCustomers submit tickets through the branded support portal
Live chatChat conversations convert to tickets when the session ends
SMSInbound SMS messages create tickets (requires phone number configuration)

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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
The AI draft pulls from your knowledge base using RAG. The more KB articles you maintain, the better the draft quality.

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Board view vs list view

Kanban-style columns organized by ticket status. Drag tickets between columns to update status. Best for visual triage and daily standups.
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.

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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.