Working the ticket queue

Switch between a sortable list and a Kanban-style board from the toggle on the Tickets page. The board groups tickets by status, and dragging a card between columns changes its status. Both views respect whatever filters you have active.

Tabs across the top let you narrow to one team at a time. If IT ticketing is turned on (see Settings → Preferences), an IT Helpdesk tab also appears. It groups every ticket filed as an internal IT request, regardless of which team (if any) it's assigned to. That's separate from a team literally named “IT”: you can have both, or neither.

Priority (Low/Normal/High/Urgent) is fixed. Statuses and reasons are yours to define: Settings → Statuses and Settings → Reasons let an owner add, rename, reorder, or delete either, and mark a status as counting toward “open” or “closed” for reporting purposes. Every workspace starts with a sensible default set (Open, Pending, Resolved, Closed), which you're free to change completely.

Add your own fields (text, number, date, dropdown, checkbox, or link) from Settings → Custom fields (Growth plan and up). Mark one required and it shows up on both the ticket creation form and the detail view automatically.

A reply goes to the customer; an internal note stays inside your team, visually distinct so nothing private ever leaks by accident. Either can be edited after the fact by whoever wrote it (there's no time limit) from the ticket's activity feed.

Turn on auto-close in Settings → Preferences and a ticket left Resolved with no further activity for however many hours you choose gets promoted to Closed on its own, using either a preset window or any custom number of hours you type in.