Tickets

Tickets are the core of Tiketti. Each ticket represents a customer request or conversation.

Ticket Properties

Every ticket has these properties:

Property	Description
Code	Unique identifier like ACME-42
Subject	Brief description of the issue
Status	Current state: open, pending, resolved, closed
Priority	Urgency level: low, normal, high, urgent
Assignee	Team member responsible
Contact	Customer who created the ticket
Company	Organization the contact belongs to
Labels	Tags for categorization
Created	When the ticket was created
Updated	When the ticket was last modified

Creating Tickets

From Email

Tickets are created automatically when emails arrive at connected mailboxes:

• Subject becomes the ticket subject
• Sender becomes the contact (created if new)
• Email body becomes the first message
• Attachments are preserved

Manually

Create tickets from the dashboard:

1. Click New Ticket
2. Select or create a contact
3. Enter subject and description
4. Set priority, assignee, and labels
5. Click Create

Via API

Create tickets programmatically:

POST /api/v1/tickets
{
  "subject": "Cannot login",
  "description": "User reports login issues...",
  "contact_id": "uuid",
  "priority": "high"
}

See API documentation for details.

Ticket Statuses

Status Workflow

┌──────────┐     ┌─────────┐     ┌──────────┐     ┌────────┐
│   Open   │────▶│ Pending │────▶│ Resolved │────▶│ Closed │
└──────────┘     └─────────┘     └──────────┘     └────────┘
     ▲                │                │
     └────────────────┴────────────────┘
           (reopen if needed)

Status Meanings

• Open: New ticket or actively being worked on
• Pending: Waiting for customer response or external action
• Resolved: Solution provided, awaiting customer confirmation
• Closed: Issue completed, archived

Tip

Tiketti can automatically set tickets to “Pending” after you send a reply, and back to “Open” when the customer responds.

Priority Levels

Priority	Color	Use For
Low	Gray	Minor issues, nice-to-haves
Normal	Blue	Standard requests
High	Orange	Urgent issues affecting work
Urgent	Red	Critical, requires immediate action

Ticket Views

Queue Views

Built-in views in the sidebar:

• Open: All open tickets
• Pending: Tickets awaiting response
• Resolved: Recently resolved tickets
• All: Every ticket regardless of status

Filtering

Filter the ticket list by:

• Status
• Priority
• Assignee
• Labels
• Contact or Company
• Date range

Saved Views

Save frequently used filter combinations:

1. Set your desired filters
2. Click Save View
3. Name your view
4. Access it from the sidebar

Working with Tickets

Replying

1. Open the ticket
2. Type your message in the composer
3. Choose Reply (sends email) or Note (internal only)
4. Click Send

Assigning

• Click the assignee dropdown
• Select a team member
• They receive a notification

Merging Tickets

Merge duplicate tickets:

1. Open the ticket to keep
2. Click Actions → Merge
3. Search for the duplicate ticket
4. Confirm the merge

Messages from both tickets are combined, and the duplicate is closed.

Splitting Messages

If a ticket contains multiple unrelated issues:

1. Find the message to split
2. Click Actions → Create Ticket from Message
3. A new ticket is created with that message

Bulk Actions

Select multiple tickets to:

• Change status
• Assign to team member
• Add/remove labels
• Change priority
• Close tickets

1. Check boxes next to tickets
2. Choose action from the toolbar
3. Confirm the change

Ticket Linking

Link related tickets:

• Relates to: General relationship
• Duplicates: This ticket duplicates another
• Blocks: This ticket blocks another
• Parent/Child: Hierarchical relationship

Search

Search across all tickets:

• Ticket codes: ACME-42
• Subject keywords: login issue
• Message content: "error message"
• Contact name or email

Use advanced search operators:

status:open priority:high assignee:me

Next Steps

• Organize with labels
• Track time on tickets
• Manage contacts