Help Center
DocsCreating & Managing Tickets
Create tickets and manage support workflows
Creating a Ticket
Follow these steps to create a new support ticket.
Open the create form
Navigate to the Tickets page and click the New Ticket button in the top-right corner.
Enter the subject
Type a concise summary of the issue or request into the Subject field. This is the only required field and will be displayed in the ticket list.
Add a description
Provide additional details about the issue in the Description field. Include any relevant context, error messages, or steps to reproduce the problem.
Set status and priority
Choose the initial Status (defaults to Open) and Priority level. Setting the right priority helps your team triage tickets effectively.
Assign and link a contact
Optionally assign the ticket to a team member using the Assigned To dropdown, and link it to an existing contact using the Contact selector.
Save the ticket
Click Save to create the ticket. You will be taken to the ticket detail page where you can track progress and add updates.
Field Reference
Complete list of fields available when creating or editing a ticket.
| Field | Description |
|---|---|
| Subject* | A brief summary of the issue or request. Displayed in the ticket list and used for search. |
| Description | Detailed information about the issue, including context, error messages, or reproduction steps. |
| Status | Current state of the ticket: Open, In Progress, Resolved, or Closed. |
| Priority | Urgency level: Low, Medium, High, or Urgent. Determines triage order. |
| Assigned To | The team member responsible for handling this ticket. Can be changed at any time. |
| Contact | The person associated with this ticket. Select from existing contacts in the CRM. |
Ticket Detail Page
The detail page provides a full view of a ticket and its history.
Click on any ticket in the list to open its detail page. The detail page is divided into several sections:
Detail Page Layout
- Header — Ticket number, subject, status badge, and priority badge with edit controls.
- Details Panel — All ticket fields including description, assigned user, contact, and timestamps.
- Activity Timeline — A chronological log of all updates, status changes, comments, and assignments.
Updating Status
Move tickets through the workflow as they are addressed.
Tickets typically progress through statuses in this order:
You can update the status from the ticket detail page using the status dropdown. Each status change is recorded in the activity timeline.
Assigning to Team Members
Route tickets to the right person on your team.
You can assign or reassign a ticket at any time from the ticket detail page. Select a team member from the Assigned Todropdown. The assignee will see the ticket in their personal queue when filtering by “Assigned To: Me.” Assignment changes are logged in the activity timeline so you can track handoffs.
Activity Timeline
Track all updates and changes on a ticket.
The activity timeline on the ticket detail page shows a chronological record of everything that has happened on the ticket. This includes:
- Status changes — When the status was updated and by whom.
- Assignment changes — When the ticket was assigned or reassigned.
- Comments — Notes added by team members about the ticket.
- Field updates — Changes to priority, description, or other fields.