How tickets work

Tickets

A ticket is any inbound request — from an email, your portal form, chat, or API.

Every ticket has:

• a status (open, pending, on hold, resolved, closed)
• a priority (low, normal, high, urgent)
• a queue (Support is default; create more for Billing, Tech, etc.)
• an SLA countdown when a policy applies

The default queue

New tenants ship with the Support queue. SLA policy Default SLA applies automatically. Add more queues from Settings → Queues.