Handle a ticket from open to resolved

Optional module: This guide assumes the Ticket System is enabled. See Chapter 10 to enable it.

This guide walks through the full loop for a single ticket: create it, triage and assign it, post an internal note, reply to the customer, log time, and close it out. The same steps apply to tickets that arrived via inbound email — only the starting point differs.

Before you start

• The Ticket System is enabled in Settings → Ticket System.
• At least one support department exists, with outbound SMTP configured if you want to reply to the customer by email.
• Required permissions: tickets_enabled, tickets_create, tickets_edit, tickets_assign. Time-tracking entries additionally require tickets_view_time_tracking on the entry-creator.

Steps

1. Open the Tickets page

Navigate to Tickets (route /tickets). Use the status tabs at the top (All, Open, In Progress, Waiting, Resolved, Closed) to narrow the view.

2. Create the ticket

1. Click New Ticket. The New Ticket dialog opens.
2. Fill in Title (required), Department, Priority (defaults to Medium), Contact Email (the autocomplete searches existing contacts; new addresses are accepted), and an optional Description. If entered, the description becomes the first outbound comment in the Conversation tab.
3. Save. The ticket appears in the list with a generated ticket number and Status = Open.

3. Open the ticket detail view

In the list, click the new row. The detail dialog opens with six tabs: Conversation, Details, Time Tracking, History, Attachments, and — when AI is configured — AI.

4. Triage on the Details tab

1. Switch to the Details tab.
2. Set Assigned To Operator to yourself or the owning operator. This field is gated by tickets_assign.
3. Optionally set a Type (for example Incident, Request) and add colour-coded Labels for reporting. Edits save in place and are logged in the History tab.

5. Post an internal triage note

1. Switch back to the Conversation tab.
2. On the composer at the bottom, toggle the direction to internal (the lock icon). Internal notes are never sent to the customer and render in orange.
3. Write the note and send.

6. Reply to the customer

1. Toggle the composer direction to outbound (the globe icon). Outbound messages are emailed to the contact using the department's SMTP settings.
2. Optionally click the template-picker button to insert a saved response template.
3. Pick Rich Text, HTML, or Plain Text mode and send.

7. Log your time

1. Switch to the Time Tracking tab.
2. If the department has automatic time tracking enabled, the banner at the top shows the running timer — no action needed unless it has paused on idle.
3. Otherwise, expand Add Entry and fill in Date, Start Time, End Time, and optional Notes. Duration is computed. Save.

8. Close the ticket

1. Return to the Details tab.
2. Change Status to Resolved if you are waiting on customer confirmation, or Closed if no further reply is expected.
3. Setting Status to Closed opens the Close Ticket dialog; enter an optional Closing Comment — it is stored as an internal note.

Verify it worked

• The History tab lists entries for the status change and the assignee change, each with old and new values.
• The ticket now appears under the Closed tab (or Resolved). Closed rows render at reduced opacity.
• The customer received the outbound reply at the Contact Email address. The internal note is not visible to them.
• The Time Tracking tab shows at least one entry and the summary footer reflects its duration.

Troubleshooting

• The customer never received the reply. Outbound replies use the department's SMTP settings, not the global notification SMTP. Verify the department's outbound SMTP configuration — see Chapter 10.
• The ticket is stuck in Waiting. Any-to-any status transitions are allowed. Open the Details tab and change Status directly.

Related

• Chapter 10 — Tickets — full reference for the ticket list, detail dialog, statistics, and departments.
• Chapter 14 — Users & Roles — managing the tickets_* permission flags on operators.
• How-to H.10 — Configure email and Microsoft Teams notifications — setting up outbound notification channels that complement ticket email.