Tickets¶
Track and resolve customer support requests with Outsprint's ticketing system. Tickets include priority levels, SLA tracking, pipeline stages, and threaded conversations.
How Tickets Work¶
Tickets represent customer support requests. Each ticket has a subject, description, priority level, and assigned owner. Tickets move through pipeline stages (like New, In Progress, Waiting, Resolved, Closed) and are tracked against SLA targets for response and resolution time.
Viewing Your Tickets¶
Type /tickets to see your ticket queue, or ask in chat.
You
/tickets
Outsprint AI
You have 14 open tickets: 2 urgent, 5 high priority, 4 medium, and 3 low. 1 ticket has breached SLA.
The ticket queue provides quick filters:
- My tickets -- Assigned to you
- Unassigned -- No owner yet
- All open -- All non-closed tickets
- Overdue SLA -- Tickets that breached their SLA target
Ticket Priority¶
Each ticket has a priority level that determines SLA targets:
| Priority | Description |
|---|---|
| Urgent | Critical issue requiring immediate attention |
| High | Significant issue affecting the customer |
| Medium | Standard support request |
| Low | Minor issue or question |
Pro Tip
Use the /tickets urgent command to quickly see all urgent tickets that need attention.