Managing Tickets

What a ticket includes

A ticket typically includes:

• Company: who the work is for
• Contact (optional): who reported the issue / who you’re communicating with
• Title + description: what needs to happen (and why)
• Priority: how urgent it is
• Due date: when it needs to be completed (Core sets a default for new tickets)
• Assignment: who owns it (team member)
• Category / type / source (optional): reporting + routing metadata
• Tags + attachments (optional): organization + supporting files

Creating a ticket

To create a new ticket:

1. Navigate to the Tickets page
2. Click New Ticket
3. Fill in the core fields:
   • Company
   • Title
   • Description
4. Set the operational fields (recommended):
   • Priority
   • Due date
   • Assigned to (team member)
5. Optionally add:
   • Contact (helpful for customer-facing communication)
   • Category, Ticket type, and Source
   • Tags and Attachments
6. Click Create Ticket

Updating a ticket while you work

From the ticket detail page you can:

• Reply / add updates: the reply form becomes the running log of work and customer communication
• View contact information: see all contact emails and phone numbers, plus company phone numbers (including multiple lines with labels like "Support Hotline" or "Regional Office") directly in the ticket for quick communication
• View followers: see which team members (technicians) and external contacts are following the ticket for updates
• Change status, priority, assignment, and due date
• Add tags for reporting and internal organization
• Attach files (screenshots, logs, exports)
• Pin the ticket for quick access from any page (see Pinning items below)
• Track SLA (when enabled for the ticket)
• Mark as SLA exempt to exclude the ticket from SLA tracking and breach notifications

Ticket statuses & priorities

Core supports a richer set of ticket statuses than a basic “Open/In Progress/Resolved” workflow. The most common ones you’ll use are:

• New: just created
• Waiting for Technician: queued, not actively being worked
• In Progress: active work is underway
• Waiting Customer: you need the customer to respond / approve / provide info
• On Hold: paused for an internal reason
• Complete: work is done

Some statuses are useful for specific workflows (appointments, approvals, third-party vendors, materials, project work). For a deeper explanation and recommended workflows, see Ticket workflows & statuses.

Assigning Tickets

Assigning makes ownership explicit and powers reminders/queues.

1. Open the ticket
2. Set Assigned to to a team member
3. Save your changes

Completing tickets

When work is done:

• Add a final update describing what changed and any next steps
• Move the ticket to Complete

SLA Exempt Tickets

Some tickets may need to be excluded from SLA tracking. For example, tickets that are informational, require special handling, or are outside the scope of your standard service agreements.

Marking a Ticket as SLA Exempt

1. Open the ticket you want to exempt
2. Find the SLA tracking section
3. Enable SLA Exempt (a helper dialog explains what this means)
4. Save your changes

When a ticket is marked as SLA exempt:

• It will not be tracked for SLA breaches
• SLA breach notifications will not be sent
• The ticket's SLA status will show as "met" regardless of response or resolution times

You can remove the SLA exempt status at any time to re-enable SLA tracking for the ticket.

Automations & recurring work

Core can automate parts of your ticket operations using the automation builder (ticket events, inbound email routing, schedules, and webhooks), plus recurring tickets. See Automations and Ticket automations.

Pinning tickets for quick access

Pin tickets you're actively working on so you can jump back to them from anywhere in Core.

1. Open a ticket
2. Click the Pin icon in the ticket header (next to the copy-link button)
3. The ticket appears as a small card in the bottom-right corner of your screen

Interacting with pinned items

• Click a pinned card to preview its status, priority, customer, and description without leaving your current page
• Double-click or Shift+click to navigate directly to the ticket
• Click the X on a card to unpin it
• When you have more than 4 pinned items, they collapse into a summary — click +N more to expand the full list

Pinned items persist across page navigations and browser refreshes. You can also pin knowledge base articles — article previews show the full rendered content so you can reference documentation while working a ticket.

Best practices

• Always set a company: many ticket features depend on knowing who the work is for
• Use due dates intentionally: they’re the foundation for “due soon” focus
• Keep the ticket updated: treat it as the shared source of truth
• Use tags + categories for reporting, not for writing long descriptions
• Use “Waiting Customer” when you truly need a response (and be explicit about what you need)

See also

• Company Management
• Asset Management