Key Concepts
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Before diving deeper, let’s understand the key concepts in Tiketti.
Organizations
An organization is your workspace in Tiketti. It contains all your tickets, contacts, team members, and settings.
- Each organization has a unique ticket prefix (e.g., “ACME”)
- Users can belong to multiple organizations
- Data is completely isolated between organizations
Tickets
A ticket represents a customer request or conversation. Tickets can be created from:
- Incoming emails to a connected mailbox
- Manual creation in the dashboard
- API requests from external systems
Ticket Properties
| Property | Description |
|---|---|
| Code | Human-readable ID like ACME-42 |
| Subject | The ticket title (from email subject or manual input) |
| Status | open, pending, resolved, or closed |
| Priority | low, normal, high, or urgent |
| Assignee | Team member responsible for the ticket |
| Labels | Tags for categorization |
Ticket Statuses
- Open: New or actively being worked on
- Pending: Waiting for customer response or external action
- Resolved: Solution provided, awaiting confirmation
- Closed: Completed and archived
Messages
A message is a single entry in a ticket’s conversation thread. There are two types:
- Public replies: Visible to the customer and sent via email
- Internal notes: Only visible to your team
Contacts
A contact is a person who submits tickets. Contacts are created automatically when:
- An email arrives from a new sender
- You manually create a contact
Contacts store name, email, phone, and can be linked to a company.
Companies
A company groups related contacts together. When a contact’s email domain matches a company’s domain, they’re automatically linked.
Companies can have:
- Custom hourly rates for billing
- Preferred currency
- Custom ticket prefix override
Labels
Labels are color-coded tags for organizing tickets. Use them for:
- Categories (Billing, Technical, Sales)
- Priorities (VIP, Urgent)
- Departments (Engineering, Marketing)
- Custom workflows
Team Members
Team members are users in your organization with assigned roles:
| Role | Permissions |
|---|---|
| Admin | Full access, can manage settings and team |
| Manager | Can manage tickets and view reports |
| Agent | Can handle tickets assigned to them |
| Viewer | Read-only access to tickets |
You can also create custom roles with specific permissions.
Time Entries
A time entry logs work time on a ticket. Each entry includes:
- Duration (or live timer)
- Description of work done
- Billable/non-billable flag
- Hourly rate (from team member or company settings)