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Overview

Tickets track to-dos and support requests within your team. Each ticket has a status, a priority, an assignee (the teammate responsible), comments, attachments, and an activity log (a history of every change). Open them from Communication → Tickets in the sidebar (/tickets). Each ticket has its own page at /tickets/:ticketId.
Time to complete: ~5 minutes  ·  Difficulty: Beginner
You create tickets from the Tickets page. There’s no button in the Inbox to turn a conversation into a ticket today.

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Before you start

What you can do depends on your role. Your admin controls who can create, edit, comment on, and delete tickets. If a button is missing or greyed out, ask an Owner or Admin for that permission.

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Create a ticket

1

Click New Ticket

On the Tickets page, click New Ticket.
2

Fill in the details

Enter a Subject (required, up to 500 characters) and an optional Description (up to 10,000 characters). Choose a Priority (defaults to Medium), an Assignee, an optional Due date and time, and Tags.
3

Click Create ticket

New tickets start as Open and get a number such as TCK-123. You’re recorded as the Reporter automatically.

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Switch between list and board views

Switch between List view and Board view (one column per status); your choice is remembered on that browser. On the board, drag a card to another column to change its status — only valid moves are accepted. Use Search tickets… to match the subject, description, or ticket number. Open Filters to narrow by Status, Priority, Assignee, Due date range, or Overdue only, and Clear all filters to reset.

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Understand statuses and priorities

Open, In progress, Resolved, Closed, and Reopened. Change status from the ticket sidebar — only valid next statuses are offered:

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Work a ticket

Open a ticket to:
  • Comment — on the Comments tab, write up to 5,000 characters and click Comment. Only the author can edit or delete a comment.
  • Change the Status, Priority, Assignee, and Due date from the sidebar. Clear the assignee to leave the ticket Unassigned. The Reporter is shown but can’t be changed there.
  • Edit the subject and description with Edit, and add or remove Tags.
  • Attach files under Attachments with Upload — up to 25 MB each. Anyone who can view the ticket can Download them. Program files and other risky file types are blocked.
  • Fill in custom fields, if your workspace has added any to tickets in the module builder.
  • Review the Activity tab — a timeline of status changes, assignments, due dates, tags, comments, and attachments.
  • Delete ticket from the sidebar. This can’t be undone.

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FAQ

The person who created the ticket, set automatically.
Yes — Closed and Resolved tickets can move to Reopened, and from there back to In progress, Resolved, or Closed.

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Troubleshooting

Status changes follow a fixed order — for example, a Closed ticket can only be Reopened, and a Resolved ticket can’t go straight back to Open. Only allowed next statuses appear in the dropdown.
Files over 25 MB are rejected (“File is too large”), and program files are blocked. Compress the file or share a link in a comment instead.
Only the person who wrote a comment can edit or delete it.

Unified inbox

Manage conversations across channels.