How ticketing works
A ticket is one request, tracked from arrival to resolution, with its whole conversation and history in one place.
Where tickets come from
Section titled “Where tickets come from”| Channel | How |
|---|---|
| A new email to a connected mailbox becomes a ticket; replies attach to the existing one. | |
| Portal | Users create requests in the end-user portal, directly or from the service catalog. |
| Widget | The embeddable widget on your own site turns a conversation into a support request. |
| An agent | New ticket in the workspace — for phone calls, walk-ups, anything. |
| A monitor | Proactive support opens an incident when a watched service goes down. |
| The API | Systems with a scoped API key can create tickets. |
The four types
Section titled “The four types”- Incident — something is broken; restore service.
- Service request — someone needs something: access, equipment, information.
- Problem — the root cause behind recurring incidents. Incidents link to it; solving it closes the family.
- Change — a planned modification, with risk level and approvals.
Types are not just labels: similar-incident detection works on incidents, approval flows on changes and service requests, and reporting separates them.
Priorities
Section titled “Priorities”Low, Normal, High, Urgent — priority selects the SLA policy
applied at creation, and can be set automatically by an
automation rule.
What happens at creation
Section titled “What happens at creation”- The requester, title, description and type are recorded; email arrivals keep the original message.
- The matching SLA policy stamps first-response and resolution due dates.
- Automation rules on ticket created run — routing to a group, setting priority, notifying people.
- Watchers and the requester are notified; agents see the ticket in their queue.
- AI suggestions appear beside it: knowledge articles that may answer it, and — for incidents — similar past incidents.
Ticket intelligence
Section titled “Ticket intelligence”Two panels sit beside every ticket:
- Knowledge suggestions — published articles matching the ticket’s words and metadata (category, service, tags), ranked by relevance.
- Similar incidents — open incidents that look like this one, however old, ranked across the whole workspace. Two clicks link them to a problem.
Both respect visibility: what an agent cannot see is never suggested to them.