Ticket Management

The Tickets page gives operators a comprehensive view of all tickets across your portals. From here you can filter, triage, update, and collaborate on tickets.

Viewing tickets

The all-tickets view displays every ticket you have access to. Each row shows the ticket key, title, status, priority, portal, project, and when it was last updated.

Filtering and sorting

Use the controls at the top of the ticket list to narrow down what you see:

Filter	Description
Status	Show only tickets in a specific status (for example, Open, In Progress, Waiting for Customer)
Project	Filter by the linked Jira project
Portal	Show tickets from a specific portal
Search	Free-text search across ticket titles and descriptions
Sort	Order by created date, updated date, priority, or status

Filters can be combined. For example, you can view all "In Progress" tickets in a specific portal sorted by priority.

Status transitions

Operators can move tickets through workflow stages:

Open a ticket from the list.
Use the status dropdown in the ticket header to see available transitions.
Select the new status.

The available transitions depend on the portal's workflow configuration. Common transitions include:

Open to In Progress
In Progress to Waiting for Customer
Waiting for Customer to In Progress
In Progress to Resolved
Resolved to Closed

Changing a ticket's status syncs the update to Jira if the portal has a Jira integration configured.

Comments

Public comments

Public comments are visible to everyone with access to the ticket, including the customer who created it. These are the standard way to communicate updates and ask questions.

Internal comments

Internal comments are only visible to operators and administrators -- customers cannot see them. Use internal comments to:

Discuss sensitive details with your team
Share investigation notes
Coordinate a response before replying to the customer

To add an internal comment, toggle the Internal switch before submitting your comment.

If your portal syncs with Jira, internal comments are not included in the sync to avoid exposing private discussions.

@mentions

You can mention other users in comments by typing @ followed by their name. Mentioned users receive a notification so they can follow up quickly.

Watching tickets

You can watch a ticket to receive notifications whenever it is updated, even if you are not directly mentioned.

Watch -- Click the watch icon on the ticket to start receiving updates.
Unwatch -- Click the watch icon again to stop receiving updates.
Check status -- The watch icon indicates whether you are currently watching the ticket.

You are automatically added as a watcher when you create or comment on a ticket.

Attachments

Operators can upload attachments to tickets for screenshots, logs, documents, or any other supporting files.

Open a ticket.
Use the attachment area to drag and drop files or click to browse.
The file is uploaded via a signed URL and linked to the ticket.

Attachments are also synced to Jira when the integration is active.

SLA indicators

If an SLA policy is configured for the portal, tickets display SLA tracking information to help you meet response and resolution targets.

SLA components

Component	What it shows
SLA Card	A summary of the response and resolution targets with current status
SLA Countdown	A live countdown showing how much time remains before the target is breached
SLA Status Badge	A colour-coded badge indicating the current SLA state

SLA statuses

Status	Meaning
Met	The target was achieved within the allowed time
Warning	The target is approaching -- the warning threshold percentage has been reached
Breached	The target was not met within the allowed time
Paused	The SLA clock is paused (for example, while waiting for customer input)

SLA indicators update in real time. When a ticket moves to a status like "Waiting for Customer", the SLA clock pauses automatically if configured to do so.

For more on how SLA policies are set up, see the SLA Management page in the Admin Guide.