Managing Tickets¶
Work through your ticket queue by replying, changing stages, assigning owners, and resolving issues.
Ticket Detail View¶
Open a ticket to see its full details:
- Ticket info -- Subject, priority, pipeline stage, source, owner, requester
- SLA status -- Response and resolution time tracking with visual indicators
- Conversation -- Threaded replies and internal notes
- Timeline -- All activity related to the ticket
You
Show me ticket #1042
Outsprint AI
Ticket #1042 "Cannot export reports to PDF" -- High priority, In Progress, assigned to Mike. SLA response met (1h 12m), resolution due in 4 hours.
Replying to Tickets¶
Tickets have a threaded conversation with two types of messages:
- Public replies -- Visible to the requester and your team
- Internal notes -- Only visible to your team, highlighted with a distinct background
Ticket Actions¶
| Action | Description |
|---|---|
| Reply | Send a public reply in the conversation |
| Internal Note | Add a team-only note |
| Change Stage | Move through pipeline stages |
| Resolve | Move to Resolved stage and stop the SLA timer |
| Close | Move to Closed (ticket must be resolved first) |
| Reopen | Move from Resolved/Closed back to In Progress |
| Assign | Reassign to a different team member |
| Merge | Combine duplicate tickets into one |
| Edit | Update ticket details, priority, or custom properties |
Resolve and Close¶
To resolve a ticket:
You
Resolve ticket #1042
Outsprint AI
Ticket #1042 has been resolved. SLA resolution target met with 2 hours to spare.
Resolving stops the SLA resolution timer. Closing is a final state that indicates the issue is fully complete.
Reopen a Ticket¶
If an issue resurfaces, reopen the ticket. The SLA timer resumes with the remaining time from before resolution.
Warning
Reopening a ticket restarts the SLA resolution timer. If little time remains, the SLA may breach quickly.