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

On a desktop ticket list, right-click a ticket row to open its actions, including copying its link, editing, starting a clock, and viewing time entries. You can also focus the row and press Shift+F10 or your keyboard's Menu key. The existing three-dot menu remains available.

On a ticket, use the expand icon in the top toolbar to enter focus mode and give the conversation and message composer the full screen. Hover over the icon to see its description. The surrounding navigation and details rail are hidden, while your draft and writing controls remain available. Use the collapse icon beside the composer tabs or press Escape to return. If a menu or dialog is open, close it first.

The ticket's tag picker offers Suggested tags when an existing tag's name appears in the ticket title. Select a suggestion to add it; suggestions never change your tags automatically.

From the ticket detail page you can:

• Reply / add updates: the reply form becomes the running log of work and customer communication
• Save a public note without notifying the customer: clear both To and CC, then choose Save note. The note stays visible in the customer portal without sending customer email or posting to the customer's Slack thread. Staff mentions, staff SLA alerts, and integrations still run. This also works when the ticket has no contact. Leave at least one recipient in To or CC when you want to email the update.
• 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)

Public notes and internal notes have different audiences. Clearing recipients does not make a note internal. Use Internal note for staff-only information.

To finish a ticket, open Complete, write the resolution note, and save. The resolution stays public even when To and CC are empty. You can also stage Complete in the status dropdown and save from Reply. The Complete tab stays available until completion is saved. Other staged status changes can be saved with or without a note.

For tickets that reply through Slack, replies and completion notes continue to post to the linked Slack conversation.

AI suggestions on tickets

When Core AI triage is enabled for your workspace:

1. New tickets get classification suggestions plus an internal note with suggested next steps grounded in similar resolved work and knowledge base articles
2. The Related section in the ticket details panel lists those similar tickets with a one-line explanation
3. 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.

1. Open the ticket
2. Set a follow-up date/time in the ticket details
3. Optionally add a note about what should happen next
4. 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.

Filter the ticket list

Use Unassigned on the Tickets page to show only tickets without a technician. The dashboard’s View all unassigned link opens this filter for new tickets. Selecting Unassigned clears Tech and My tickets; selecting My tickets clears Unassigned. You can combine Unassigned with Watching to see only unassigned tickets you follow.

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.

Changing or clearing a ticket filter returns the list to the first page. Your rows-per-page and sorting choices stay the same. Use Reset to clear the search and filters and return to the first page.

A thin line beneath the filters shows when ticket results are updating. The current tickets stay visible and the controls remain usable until the updated results arrive.

Assigning Tickets

The assignee owns the work and receives applicable follow-up reminders.

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

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 SLA details identify it as exempt; this is not evidence that the response or resolution target was met

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.

When live updates pause

Ticket messages and history normally update as they happen. If that live connection drops and comes back quickly, Core reads what changed and stays on the live connection. If the drop lasts longer, it checks for changes on a slower timer until the connection has been steady again, and it checks once when it switches. A notice at the top of the page explains the interruption. Temporary connection failures preserve your session. If company access could not be checked, Core tries to reload after access and sign-in checks recover. It limits automatic recovery reloads so a continuing problem does not keep refreshing your page. If recovery stops, use Retry to try again.

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.

See also

• Company Management
• Asset Management