Managing Tickets
Managing Tickets
*The day-to-day workflow: creating, assigning, tracking, and closing tickets.*
Ticket fields, in plain terms
| Field | What it means |
|---|---|
| Status | What's happening right now — Open, In Progress, Pending, Close by default. Your Admin can rename or add statuses in Settings → Ticket Statuses. |
| Priority | How urgent it is — Low, Medium, High, Urgent. |
| Department | Which team owns it. |
| Assignee | The one person currently responsible. |
| Project / Issue Type / Issue Category | Optional extra context for organizing and filtering. |
| SLA deadline | A target resolution time you can set on a ticket, with an automatic alert if it's breached (Professional and Scale plans). |
Board view vs. List view
- Board is a Kanban layout — drag a ticket's card between status columns as work progresses. You can also set a custom card color; text color adjusts automatically so it stays readable.
- List is a sortable, filterable table — better when you're scanning or bulk-triaging a lot of tickets at once.
Switch between them from the ticket view; whichever you were using is remembered.
Finding the right tickets
Use the filter bar in List view to narrow by status, priority, department, assignee, or project. If you filter the same way often, save it as a named filter so you don't have to rebuild it each time.
Tickets sort by last activity by default — a ticket someone just commented on or changed moves back toward the top, so active work doesn't get buried under newer-but-untouched tickets.
Replies vs. internal notes
This is the one distinction that matters most day to day:
- Reply — sent to the client by email. They can respond directly from their own inbox; no login required on their end.
- Internal note — visible to your team only. The client never sees it. Use it for context, questions to a teammate, or anything you don't want to share externally.
Checklists
Add a checklist of steps to any ticket — type an item and press Enter to add it, check items off as you go. Useful for multi-step fixes or anything with a clear sequence.
Attachments
Both your team and clients can attach files to a ticket, including through chat. Use this for screenshots, logs, or anything that's easier to show than describe.
Assigning and reassigning
Set or change the assignee from the ticket view at any time. If someone's on leave or a department is short-staffed, any team member in that ticket's department can pick it up — department-wide visibility means the whole team can see and act on tickets that aren't personally assigned to them yet.
Exporting a ticket
Generate a PDF of a ticket's full conversation from the ticket view — useful for sharing outside TikitDesk or keeping a record.
Ticket history
Every status change, reassignment, and similar update is logged automatically in the ticket's activity log, along with who made the change and when.
Closing and reopening
Move a ticket's status to Close once it's resolved. If the client follows up on the same issue, reopen it by changing the status back rather than starting a new ticket — keeps the full history in one place.