Support tickets - Docs

Support tickets let you log incidents, maintenance visits, and RMAs against an installation and follow them through to close. Every ticket can carry a project, a device, an assignee, and a priority, so nothing about a client's problem gets lost after handover.

Before you start

Tickets live under the tickets capability in your role. Ask an owner or admin to set your role's tickets permission to view or edit in Settings if you cannot see the New ticket button.

Log a ticket

Open Tickets from the sidebar, or open a project and go to its Tickets tab.
Click New ticket.
Give it a title and, if useful, a description of what happened.
Set the type: Incident, Maintenance, RMA, or Note. RMA tickets get extra fields, see RMA & returns.
Pick a priority (Low, Normal, High, Urgent), and optionally a device from the project's installed items and a team member as assignee.
Click Create ticket.

Work a ticket

Tickets move through four statuses: Open, in progress, Waiting, and Closed. On the board view, drag a card between columns to change its status. In the table view, click the status badge on a row to pick a new one directly.

Each ticket has its own comment thread. Open the ticket and scroll to the Chat section at the bottom of the dialog to discuss it with the rest of the team, with @-mentions. See Chat on tasks, tickets & RMAs for how that works.

Filter and view

Use the search box to filter by title, and the Type filter to narrow the board or table to one kind of ticket. Switch between Board (drag-and-drop) and Table (sortable columns) with the view toggle. The Open/All tabs in table view hide or show closed tickets.

Customize your columns

If your role can edit tickets, the slider icon next to the view toggle opens Customize statuses, where you can rename, reorder, or add board columns for your organization. RMA has its own independent set of stages, customizable the same way from the RMA page.

Tips

A ticket opened from a project is automatically scoped to that project; one opened from the main Tickets page lets you pick any project, or leave it unassigned.
Deleting a ticket needs both edit access and the ability to create and delete documents for your role, so it is normal for some roles to see tickets but not the delete option.
A notification that mentions you in a ticket comment links straight back to that ticket and opens it automatically.