> ## Documentation Index
> Fetch the complete documentation index at: https://docs.regentra.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing Tickets

> Create, triage, and resolve tickets across multiple channels with board and list views, SLA tracking, and AI-assisted replies.

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.

## Ticket lifecycle

<Steps>
  <Step title="Open">
    Ticket is created and awaiting triage or assignment.
  </Step>

  <Step title="In Progress">
    A technician is actively working the ticket. SLA response timer stops when the first reply is sent.
  </Step>

  <Step title="Waiting on Customer">
    The technician has replied and is awaiting a customer response. SLA resolution timer pauses in this state.
  </Step>

  <Step title="Escalated">
    Ticket has been escalated to a senior technician or team lead due to complexity or SLA risk.
  </Step>

  <Step title="Resolved">
    The issue is fixed. The ticket auto-closes after 24 hours if the customer does not reopen it.
  </Step>

  <Step title="Closed">
    Terminal state — work is complete and SLA timers stop accruing. A technician can manually reopen a closed ticket from the status dropdown if the customer comes back, and an inbound customer reply on a closed ticket spawns a linked follow-up ticket.
  </Step>
</Steps>

<Note>
  Resolved and Closed tickets display with muted status badges to visually distinguish them from active work.
</Note>

## 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

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

## 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](/psa/automations-and-ai#ai-and-ticket-priority) for the full matrix.

## Board view vs list view

<Tabs>
  <Tab title="Board view">
    Kanban-style columns organized by ticket status. Drag tickets between columns to update status. Best for visual triage and daily standups.
  </Tab>

  <Tab title="List view">
    Tabular layout with sortable columns for priority, assignee, SLA status, and created date. Best for bulk operations and filtered searches.
  </Tab>
</Tabs>

## 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.