Ticket Management
Learn how to manage and respond to incoming inquiries
Ticket management covers reviewing incoming inquiries, converting them to tickets when needed, assigning agents, replying to customers, adding internal notes, and updating status. Public visibility and priority help separate customer-facing information from internal support progress
Ticket Management Flow
1
Review Incoming Inquiries
Open "Inquiries" in the management screen and review incoming inquiries
- Filter by status, priority, assignee, visibility, and creation date
- Start with new, urgent, or unassigned inquiries
- Inquiries and tickets use the same underlying record, and ticket conversion makes support operations easier
2
Convert an Inquiry to a Ticket
Convert inquiries that require follow-up into tickets from the detail screen
- After conversion, status, priority, and assignee management continue on the ticket
- If GitHub integration is enabled, a GitHub issue is created at this point
- See the separate GitHub Integration guide for setup details
3
Set Assignee and Priority
Assign an agent and adjust priority from the ticket detail screen
- Assigned agents can receive browser and email notifications
- Priority can be low, medium, high, or urgent
- Changes to assignee and priority are recorded in the audit log
4
Use Replies and Internal Notes
Send customer-facing replies and use internal notes for team-only context
- Agent replies and internal notes support Markdown
- Customer replies trigger email notifications unless the inquiry is closed
- Attach files when you need to share screenshots or support material
5
Update Status and Visibility
Update the status as work progresses and close the ticket when finished
- Statuses include pending, in progress, reviewing, on hold, resolved, and closed
- Public inquiries can appear in the public inquiry list
- Status, priority, assignee, and visibility changes are tracked in the audit log
Before You Start
- You need permission to view inquiries
- Replying, changing status, and changing public visibility require inquiry response permission
- Invite agents first if tickets will be assigned to specific team members
Operational Tips
- Use internal notes to keep team context without showing it to customers
- Public inquiries can help share answers to similar questions with other customers
- GitHub issues are created only once at ticket conversion time; later replies and status changes are not synced automatically
What to Do Next
If you want to hand off inquiries to a development team, configure GitHub integration to create issues when inquiries are converted to tickets