Manage tickets

The ticket list shows open work by status, priority, assignee, customer, and source. Use filters when you need to focus on urgent issues or tickets assigned to you.

1. 1Open Dashboard, then Tickets.
2. 2Filter by status, priority, source, or assignee.
3. 3Open a ticket to see the full customer timeline.
4. 4Reply publicly when the customer should receive the message.
5. 5Use an internal note when the message is only for your team.

Assign each ticket to the person responsible for the next step. Update the priority when the issue becomes urgent or is no longer blocking the customer.

Close a ticket when the customer has what they need. If the issue needs engineering or billing follow-up, leave a clear internal note before reassigning it.