A ticket records a support request, with a priority, an assignee, and hours tracked against it.
Before you start
Support is not governed by permission groups. Any member of an organization with the Support module enabled can create, view, and edit tickets.
The Tickets list
Open Support > Tickets.
| Column | Notes |
|---|---|
| # | The last 8 characters of the ticket's internal ID. Links to its profile. |
| Subject | The ticket's subject. |
| Priority | The ticket's priority. |
| Status | The ticket's status. |
| Customer | The customer the ticket is for, if set. |
| Due date | The ticket's due date. |
| Actions | An edit icon that opens the ticket directly in Edit. |
Sort defaults to the Due date column, descending. The toolbar shows a Create icon.
Create a ticket
- From the list, select the Create icon.
- Enter a Subject.
- Optionally choose a Priority — Highest, High, Normal, Low, or Lowest. It defaults to Normal.
- Optionally set the Due date.
- Optionally choose a Customer.
- Optionally type an Assignee.
- Optionally enter a Description.
- Submit the form.
| Field | Required | What to enter |
|---|---|---|
| Subject | Yes | Up to 255 characters. |
| Priority | No | Highest, High, Normal, Low, or Lowest. Defaults to Normal. |
| Due date | No | When the ticket is due. |
| Customer | No | Pick from your organization's customers. |
| Assignee | No | Free text — there is no user picker for this field. |
| Description | No | Free text. |
Changing Priority sets Hours allocated to a fixed default for that priority (Highest 3.00, High 2.00, Normal 1.00, Low 0.75, Lowest 0.50). You can't type your own Hours allocated value on this form.
What happens when you save
On success, you're taken to the ticket's profile. The new ticket's Hours consumed is already set equal to its Hours allocated — it starts fully consumed against its own allocation. This isn't shown anywhere on the Create form; check the profile after saving.
Edit a ticket
Select the edit icon on the ticket's list row, or open the ticket and select Edit. The same fields as Create are shown, pre-filled.
The ticket profile
Shows the ticket number, Priority, an Edit link, Status, Customer, Assignee, Due date, Hours consumed, the ticket's description, and a Comments list (author, timestamp, and text), or nothing if none have been recorded.
Current limitations
- There is no way to reply to or comment on a ticket from the application. Comments can only be viewed here, never added.
- There is no status-change control anywhere in the application. A ticket's status can only be set when it's created — the Edit form has no Status field.
- No notification email is sent when a ticket is created or changed.
- There is no Delete control for tickets.