Your First Ticket

This guide walks you through the complete lifecycle of a ticket in Tiketti.

Creating a Ticket

From Email

Tickets are created automatically when emails arrive at your connected mailbox:

1. Customer sends email to support@yourcompany.com
2. Tiketti syncs the mailbox (every 2 minutes)
3. A new ticket appears in your inbox with status open

The email subject becomes the ticket subject, and the sender becomes a contact.

Manual Creation

Create tickets manually from the dashboard:

1. Click the New Ticket button
2. Enter subject, description, and select a contact
3. Optionally set priority, assignee, and labels
4. Click Create Ticket

Working with the Ticket

The Ticket Detail View

When you open a ticket, you’ll see:

• Message thread: All messages (public and internal notes)
• Ticket info sidebar: Status, priority, assignee, labels
• Activity timeline: Status changes, time entries, assignments
• Time tracking panel: Log time or start a timer

Replying to Customers

1. Open the ticket
2. Type your response in the composer at the bottom
3. Choose Send as email to notify the customer (default)
4. Click Send Reply

The customer receives a normal email with your response. Thread history is preserved.

Adding Internal Notes

Internal notes are visible only to your team:

1. Click the Note tab in the composer
2. Type your internal message
3. Click Add Note

Use notes for:

• Team discussions about the ticket
• Recording phone call summaries
• Documenting investigation steps

Caution

Double-check you’re on the correct tab before sending. Internal notes cannot be converted to public replies.

Managing Ticket Status

Update status to track progress:

From	To	When
Open	Pending	Waiting for customer response
Open	Resolved	Solution provided
Pending	Open	Customer replied
Resolved	Closed	Issue confirmed fixed
Any	Open	Needs more work

Click the status dropdown in the sidebar to change status.

Assigning Tickets

Assign tickets to team members:

1. Click the Assignee dropdown in the sidebar
2. Select a team member
3. They’ll receive a notification

Tip

Use saved views like “My Tickets” to filter for tickets assigned to you.

Logging Time

Track time spent on the ticket:

Manual Entry

1. Click Log Time in the time tracking panel
2. Enter duration (e.g., “1h 30m” or “90m”)
3. Add a description of work done
4. Toggle billable/non-billable
5. Click Save

Live Timer

1. Click Start Timer when you begin work
2. Work on the ticket
3. Click Stop when done
4. Review and save the entry

Closing the Ticket

When the issue is resolved:

1. Set status to Resolved
2. Optionally send a final reply confirming resolution
3. If the customer confirms, set status to Closed

Closed tickets are archived but remain searchable.

Next Steps

• Organize with labels
• Set up time tracking rates
• Create saved views