Managing Tickets

Once you have created a ticket, you can track its progress, add comments, and follow updates from the Tickets page.

Viewing your tickets

Navigate to the Tickets page to see all tickets you have access to. The list shows:

• Title -- The ticket summary
• Status -- Where the ticket is in the workflow (for example, Open, In Progress, Resolved)
• Priority -- How urgent the ticket is
• Created -- When the ticket was submitted
• Updated -- When the ticket was last changed

Click on any ticket to open its full details.

Ticket statuses

Tickets move through a series of statuses as your team works on them. The exact statuses depend on your portal's workflow configuration, but common ones include:

Adding comments

To add a comment to a ticket:

1. Open the ticket from the Tickets page.
2. Scroll to the comments section at the bottom.
3. Type your message in the comment box.
4. Click Add Comment.

Comments keep all communication about a ticket in one place. If your portal syncs with Jira, comments are shared between both systems automatically.

AI workflow updates

If your portal uses AI workflows, you may see automated updates on your tickets:

• Analysis results -- The AI has investigated the issue and posted its findings
• Suggested fixes -- The AI has prepared a potential solution for your team to review
• Approval requests -- The workflow is waiting for a team member to approve a proposed change

These updates appear as comments on the ticket. The AI never makes changes without human approval.

Notifications

You receive notifications when:

• A team member responds to your ticket
• Your ticket's status changes
• The AI workflow posts an update

Check your notification preferences in your Profile settings to control which notifications you receive.

For operators and admins

If you are an operator or administrator, you have additional capabilities:

• Change ticket status -- Move tickets through workflow stages using the status dropdown or transition buttons
• Assign tickets -- Route tickets to specific team members
• Review AI suggestions -- Approve or reject proposed changes from AI workflows
• Bulk actions -- Manage multiple tickets at once from the ticket list

Approval workflows

When an AI workflow proposes a change (such as a code fix or a pull request), it pauses and waits for approval. As an operator or admin:

1. You will see an approval request on the ticket or in your approvals queue.
2. Review the proposed changes.
3. Click Approve to let the workflow continue, or Reject to stop it and provide feedback.

Approval requests expire after 24 hours if no action is taken.

Watchers

You can watch a ticket to receive notifications about all activity on it, even if you are not the reporter or assignee.

• Click the Watch button on a ticket to start receiving notifications for status changes, new comments, and other updates.
• Click Unwatch to stop receiving notifications for that ticket.

The reporter and assignee are automatically added as watchers. Other team members can watch any ticket they have access to.

Attachments

You can upload files to a ticket when creating it or by adding them later.

• On the ticket detail page, use the attachment area to drag and drop files or click to browse.
• Attached files are listed on the ticket and can be downloaded by anyone with access.
• Attachments are stored securely and are also synced to Jira when the integration is active.

SLA indicators

If your portal has SLA policies configured, tickets display SLA tracking information:

SLA timers respect your portal's business hours configuration and pause when the ticket is in a waiting state. Operators and admins can see SLA status directly on the ticket detail page.

CSAT feedback

After a ticket is resolved, you may be asked to provide a satisfaction rating:

• Stars -- Rate your experience from 0 to 5 stars.
• Thumbs -- Give a thumbs up or thumbs down.

Feedback requests are sent via in-app notification or email, depending on your portal's configuration. You can also leave an optional comment with your rating. Your feedback helps the team measure and improve their support quality.

Mentions in comments

You can mention other users in comments by typing @ followed by their name. Mentioned users receive a notification even if they are not currently watching the ticket. This is useful for drawing a specific team member's attention to a ticket or comment.