Tickets

What is a Ticket?

A Ticket represents a request, issue, or requirement registered within the Helpdesk module for tracking and resolution.

Tickets allow organizing, assigning, and managing problems, inquiries, or incidents reported by customers or users until their final resolution.

How are Tickets Created?

Tickets can be created in different ways within the Helpdesk module.

Manual creation: Created directly by a user from the Tickets section.
Customer requests: Created from issues or requirements reported by customers.
Internal requests: Created by internal users to manage support needs or follow-up actions.
Configured channels: Created automatically through channels such as email, forms, or other company-defined sources.

Ticket Management

Accessing the Tickets List

To access the Tickets list, go to:

Helpdesk → Tickets

Once inside, the main list of registered Tickets will be displayed.

From this screen, Tickets can be consulted, organized, and managed according to their status, priority, team, or assignment.

Figure 1. Main Tickets list

List Display

Tickets can be displayed in Kanban or Table format, depending on the user's needs.

note

The view can be changed using the selector located in the upper-right corner of the list.

Kanban View

The Kanban view displays Tickets as cards organized by support stages or statuses.

This view allows users to follow the progress of each Ticket visually and move records through the workflow according to their current stage.

Figure 2. Kanban view

note

The columns in the Kanban view correspond to the configured Ticket stages. These stages can be managed from Helpdesk → Configurations → Ticket Stages.

Available Tools

Cards per Column: Defines how many cards are visible in each stage column.
Group By: Organizes Tickets according to different criteria.
Card Fields: Configures which information is displayed inside each Ticket card.

Table View

The Table view displays Tickets in a tabular format, showing detailed information for each record.

This view is useful for reviewing multiple Tickets at once and comparing information across columns.

Figure 3. Table view

Available Tools

Group By: Groups Tickets according to different criteria.
Search: Allows locating specific Tickets using keywords.
Filters: Applies filters to refine the displayed records.
Column Manager: Configures the visible columns within the list.
Sort: Allows ordering records according to different fields.

List Views

The Tickets list includes different views to organize and consult records according to their status, assignment, or follow-up needs.

Available Views

All: Displays all registered Tickets.
My Tickets: Displays only Tickets assigned to the current user.
My Activities: Displays Tickets with related or pending activities.
Unassigned: Displays Tickets without an assigned responsible.
Open: Displays Tickets that are still active or pending resolution.
Resolved: Displays Tickets that have been successfully resolved.
Failed: Displays Tickets marked as failed.
Archived: Displays archived Tickets removed from the main list.

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Views can be customized from the Action Group (⋮) menu. The Reset option restores the default view configuration.

Create a Ticket

Manual Creation

Tickets can be created manually from the Tickets section.

To manually create a Ticket:

Go to Helpdesk → Tickets.
Click New Ticket.
Complete the required information in the creation form.
Click Create to save the record.

Creation Form

When selecting New Ticket, the creation form will be displayed.

General Information

The General Information section contains the main Ticket details, including contact information, assignment, priority, and classification.

Figure 4. Ticket creation form

Available Fields

Title: Allows defining the title or subject of the Ticket.
Contact: Allows associating an existing contact with the Ticket.
Contact Name: Allows entering the contact name related to the request.
Contact Email: Allows entering the email address of the contact.
Contact Phone: Allows entering the phone number of the contact.
Team: Allows assigning the Ticket to a Helpdesk team.
Assigned To: Allows assigning the responsible user.
Priority: Allows defining the urgency or importance of the Ticket.
Tags: Allows classifying the Ticket using tags.

Additional Information

The Additional Information section allows associating complementary data with the Ticket.

Figure 5. Additional information section

Available Fields

Company: Allows associating the Ticket with a specific company.

Notes

The Notes section allows registering additional information, context, or relevant incident details.

Figure 6. Notes section

Available Fields

Description: Allows entering the details, observations, or explanation of the Ticket.

Available Actions

Once the Ticket information has been completed, the following actions will be available:

Create: Saves the Ticket and completes the creation process.
Create and Create Another: Saves the current Ticket and opens a new form to create another one.
Cancel: Cancels the operation without saving changes.

Actions on a Ticket

View a Ticket

The View option allows access to the full Ticket details.

From this view, it is possible to review the Ticket information, update its status, create related contacts, edit data, and access communication records through the Chatter.

Figure 7. Ticket view actions

Resolve

The Resolve option marks the Ticket as successfully resolved.

Once resolved:

The Ticket will be available in the Resolved view.
The Ticket will no longer appear as open.
The Resolve action will be replaced by Reopen.

Mark as Failed

The Mark as Failed option marks the Ticket as failed when it could not be resolved successfully.

When selected, a confirmation form will be displayed.

Figure 8. Failed ticket form

Available Actions

Confirm: Marks the Ticket as failed.
Cancel: Closes the form without applying changes.

Once confirmed:

The Ticket will be available in the Failed view.
The Mark as Failed action will be replaced by Reopen.

Create Contact

The Create Contact option allows creating a new contact linked to the Ticket.

This is useful when the Ticket contains contact information that is not yet registered in the system.

Figure 9. Create contact form

Available Fields

Name: Allows entering the contact name.
Email: Allows entering the contact email address.
Phone: Allows entering the contact phone number.

Available Actions

Create: Saves the contact and links it to the Ticket.
Cancel: Closes the form without creating the contact.

Edit

The Edit option allows modifying the Ticket information.

From this view, it is also possible to update the Ticket Stage.

Figure 10. Ticket stage selector

note

Available stages correspond to the configuration defined in Helpdesk → Configurations → Ticket Stages.

Chatter

The Chatter allows registering communications, internal notes, and activities related to the Ticket.

From the Chatter, users can:

Send messages related to the Ticket.
Register internal notes.
Schedule activities.
Attach files or supporting documentation.
Review the communication history of the Ticket.

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For more information about Chatter and Activities, check the corresponding sections of the documentation.

Delete a Ticket

The Delete option removes a Ticket from the main list and moves it to the Archived view.

Once deleted, the Ticket will remain available in Archived, where additional actions can be performed.

Available Actions in Archived

Restore: Restores the Ticket and returns it to the main list.
Delete Permanently: Permanently removes the Ticket from the system.

warning

Tickets deleted using Delete Permanently cannot be recovered later.