Managing Tickets
Create, triage, and complete work using Core's ticket workflow
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:
- Navigate to the Tickets page
- Click New Ticket
- Fill in the core fields:
- Company
- Title
- Description
- Set the operational fields (recommended):
- Priority
- Due date
- Assigned to (team member)
- Optionally add:
- Contact (helpful for customer-facing communication)
- Category, Ticket type, and Source
- Tags and Attachments
- 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
- Add internal notes: on larger screens, internal notes stay visible above the customer reply and completion form; on smaller screens, the composer keeps one writing area in focus with the extra controls grouped into compact menus
- Edit internal notes: authors can edit their own internal notes (and admins can edit any) straight from the ticket timeline; edited notes are marked "(edited)"
- Format messages: use the compact tools under the writing area to add links, adjust text styling, align content, and manage file or image blocks
- Review delivery details: customer-facing messages show whether email delivery was sent, delivered, opened, clicked, failed, or bounced
- 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. When a ticket is created from an email, everyone on the original To and CC lines is added as a follower automatically, and they're pre-filled on the CC line of your first reply
- Change status, priority, assignment, and due date
- Schedule a follow-up reminder for a future date/time without changing ticket status or restarting SLA tracking
- Schedule onsite from ⋯ More actions — opens Dispatch with the company and ticket linked so you can send someone onsite or queue the work without a date yet (see Dispatch & Onsite)
- Add to QBR recommendations from ⋯ More actions — uses the ticket title as the recommendation title and lets you add an optional note for the recommendation description
- Add tags for reporting and internal organization
- Attach files (screenshots, logs, exports)
AI suggestions on tickets
When Core AI triage is enabled for your workspace:
- New tickets get classification suggestions plus an internal note with suggested next steps grounded in similar resolved work and knowledge base articles
- The Related section in the ticket details panel lists those similar tickets with a one-line explanation
- When a customer sends their first substantive reply (not a scheduling ack or “thanks”), Core can refresh the suggested fixes so the note reflects the fuller problem description
Rate the AI note with the thumbs on the message — that feedback helps improve suggestion quality over time.
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.
Follow-up reminders
Use follow-up reminders when a ticket should stay in its current status, but the assigned technician needs a prompt later.
- Open the ticket
- Set a follow-up date/time in the ticket details
- Optionally add a note about what should happen next
- Save your changes
When a follow-up comes due, Core sends an inbox notification to the assigned internal technician if that notification type is enabled for them. The ticket status does not change, and SLA timers are not restarted. If you move a ticket to On Hold, Core prompts you to add a follow-up reminder, but you can skip it.
The Tickets page includes a follow-up column and a Follow-up needed filter for reminders whose date/time has passed. The My Tickets dashboard card also links to assigned tickets that need follow-up.
The Tickets page also has staff-only My tickets and Watching filters. Use Watch on a ticket to follow it; Watching then shows tickets you follow, and combining it with My tickets or a Tech filter widens that assigned-ticket view with tickets you are watching.
Assigning Tickets
Assigning makes ownership explicit and powers reminders/queues.
- Open the ticket
- Set Assigned to to a team member
- Save your changes
Pending invitees are available in the assignment picker so dispatchers can plan ownership before the person accepts their invite.
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
- Open the ticket you want to exempt
- Find the SLA tracking section
- Enable SLA Exempt (a helper dialog explains what this means)
- 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.
- Open a ticket
- Click the Pin icon in the ticket header (next to the copy-link button)
- 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)