Working with tickets: status, priority, assignment, replies, and history
Updated June 14, 2026
Ticket numbers
Every ticket is assigned a sequential number (#1, #2, …) the first time it is opened in the helpdesk. Numbers are displayed in the ticket list and detail header.
Status management
Change a ticket's status using the dropdown in the ticket detail header:
- Open — actively being handled
- Pending — waiting for the customer to reply
- On Hold — paused, waiting on a third party
- Escalated — handed off to a human by the AI or manually set
- Resolved — ticket is closed
Priority
Set priority via the dropdown next to the status selector: Urgent, High, Normal, Low. Priority is reflected by a coloured dot in the ticket list row.
Assigning tickets
Use the Assignee selector in the right metadata panel to assign the ticket to any team member. Each agent's name shows their current presence status (🟢 Online, 🟡 Away, ⚫ Offline). If an agent sends a reply and the ticket is unassigned, it is automatically assigned to them.
Agent groups
Assign a ticket to a group using the Group selector. Groups are configured in Helpdesk → Settings and can have queue rules attached.
Tags
Add coloured tags to a ticket using the Tags section in the metadata panel. Select from available tags or create new ones in Settings. Remove a tag by clicking × on its chip. Tags are useful for filtering and reporting (e.g. "billing", "bug", "refund").
Replying to customers
Type a reply in the box at the bottom of the thread and press Send or Cmd+Enter. Replies are delivered instantly: widget conversations via WebSocket (visible in the customer's chat), email conversations via email in the same thread. Your message appears in the thread immediately (optimistic update) without waiting for the round-trip.
Internal notes
Switch to the Internal Note tab in the reply box to add a note visible only to agents — it is never sent to the customer. Notes appear in the thread with an amber background and a 🔒 indicator. Use them for handoff context, escalation reasons, or team coordination.
Ticket history trail
Click the clock icon in the ticket header (next to the Priority dropdown) to open a timeline panel showing every change made to the ticket: status changes, priority changes, assignments, group moves, tag changes, replies sent, and internal notes added — each with the actor's name and timestamp. Close the panel by clicking the icon again or pressing ✕.