What is a ticket?
Represents a customer support or service request. Tickets live in status columns and can be managed on a board.Key fields
- Title, description, status, and position (for board ordering).
- Board columns map to statuses; tickets are ordered within each column.
- Link contacts or companies for context; attach tasks for follow-up work.
Creating and updating
- From the board or table, create a new ticket. Drag/drop to change order and status.
- Assign to a teammate, add notes, and link the customer’s contact/company.
- Use tasks for internal follow-ups tied to the ticket.
Good practices
- Keep titles action-oriented and include customer/account context.
- Maintain a small, clear set of statuses to reduce friction and ensure SLA tracking.
- Keep the board tidy by closing or moving tickets promptly.
Common workflows
- Route tickets by status/column (e.g., New, In Progress, Waiting, Done).
- Trigger automations when a ticket enters a resolution status (notifications, surveys).
- Generate workload reports by status and assignee using the board data.