Managing Tickets

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

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Creating tickets

Tickets can be created through five channels: When a technician creates a ticket manually, a company is required — pick an existing one or create a new one on the spot (creating a new company counts against the Free-Tier client limit, same as adding one from the Companies page). The only exception is a ticket created from a compliance control’s remediation link, which legitimately has no customer company. Typing a contact name and email that doesn’t match an existing contact creates a real, findable portal contact record under the resolved company — it’s never a free-text stub on the ticket alone.

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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)
• Linked Asset — One asset associated with the ticket, scoped to the ticket’s company
• AI draft — AI-generated reply suggestion based on ticket context and knowledge base articles

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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 change ticket.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

See Automations & AI for the full matrix.

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Board view vs list view

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Filtering and search

Filter tickets by status, priority, assignee, client, SLA status, or date range. Combine filters to narrow results. Search (3+ characters) matches the ticket title, description, and the requester’s name or email; a ticket number matches at any length. The All Tickets stat card at the top of the list always shows your organization’s total ticket count, regardless of any filters you have active. Clicking it clears every filter and the search box, taking you back to the fully unfiltered list. When filters are applied, a small “N matching” line under the card shows how many tickets match your current view.

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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 Open.

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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). Click Promote to Master in the ticket detail page’s header toolbar to make a ticket a master, or Link to Master to attach it as a child of an existing master; a child can be unlinked from the same toolbar control. A master ticket’s linked children are listed in the Linked Children panel on its detail page. 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.

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Ticket approvals

Some work needs a customer’s sign-off before you proceed — a parts purchase, a change window, anything above a client’s comfort threshold. Request approval on the ticket detail page opens a short form: The approver’s decision page shows only the ticket title, number, the customer contact’s name, the technician who requested approval, your organization name, and the message you wrote — never the rest of the ticket’s contents. Once they decide, the ticket automatically returns to Open and the outcome is recorded on the ticket. A few things worth knowing:

• Only one approval request can be pending on a ticket at a time.
• Waiting Approval pauses the SLA resolution clock, the same way Waiting on Customer does.
• The status can only be entered through the approval flow — it doesn’t appear as a selectable choice in the manual status dropdown, and it can’t be set by an automation rule. A technician can still manually move the ticket to a different status while an approval is pending.
• The approval link expires after 7 days. An expired, undecided request doesn’t automatically change the ticket’s status — a technician needs to change it manually, or send a new approval request (allowed again once the old one has expired).
• The whole flow is requester-blind: the customer who opened the ticket sees it as ordinary “In Progress” the entire time and receives no notification when the approval starts or ends. Only the designated approver is contacted.

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Ticket numbering

By default, tickets are numbered with a three-letter prefix derived from the customer’s company name (e.g. ACM-0001 for Acme Corp) so numbers are easy to recognize at a glance. You can change this under Settings → Tickets → Ticket Numbering:

• Customer-derived — the default described above.
• Fixed prefix — the same 1-8 character prefix on every ticket, regardless of company (e.g. LIT-0001).
• No prefix — just the number, with no letters.

You can also choose the number of digits the counter pads to (3-6 digits), and preview exactly how the next ticket number will look before saving. If you’re migrating from another PSA and want your numbering to continue where the old system left off, Set Next Ticket Number lets you jump the counter forward. This can only move the counter up, never back down, so you can’t accidentally create duplicate or out-of-order ticket numbers.