Ticket boards

Tickets track cases that need more than a single reply. They live on Kanban boards and can be created by an agent, the AI agent, the widget, or an inbound email thread.

Boards & columns#

A new board starts with five columns:

Columns have a name, color, icon, and position. A board can mark exactly one on-hold stage, one done stage and one closed stage. On Hold is for tickets your team is waiting on — an answer from a warehouse, a partner, or the customer. A ticket there is still open; it is not finished. Tickets move in and out of it on their own when you set a reminder, and you can move them there by hand too. Boards created before October 2026 got an On Hold column added before Done. You can drag to reorder tickets and columns, and export a board to Excel.

Board members & roles#

Each board has its own members with a role:

Permissions are granular: view board, create / comment / edit / delete / transition tickets, manage columns, manage board, export board, and manage access.

Ticket fields#

A ticket carries: title, summary, reference code, board + column, assignee, department, customer, originating channel and chat, priority, labels, due date, watchers, and a comment/activity log.

• Chat shows the ID of the conversation the ticket was opened from, with a Go to chat link beside it. The link opens that conversation in the inbox in a new tab, with its full history, so you can read what the customer wrote without losing the ticket. A ticket created by hand has no chat. Going the other way, the inbox lists a customer's tickets in the conversation's details panel.

• The reference code is the order, parcel or booking number the ticket is about. The AI agent fills it in when the customer gives one, and you can add or correct it in the ticket's details panel. It is shown on the ticket card, and the board search finds a ticket by it.

• Priorities are configurable (name, icon, color, order) — e.g. Low / Medium / High.

• Labels are configurable with background/foreground colors — e.g. "Urgent".

• The activity log records every change (column, assignee, priority, due date, status, labels, and more).

Edit & delete your comments#

Open the ⋯ menu on a reply or internal note you wrote to fix or remove it. You can only edit and delete your own comments — not a teammate's, a customer's reply, or an entry in the activity log. You need comment access on the board.

A deleted comment no longer appears in ticket search, and the original text is kept on record.

Searching tickets#

The search box at the top of the Tickets page looks through every board you can open; the search box on a board looks through that board. Both find a ticket by:

• its ticket number (#T-1365) or the chat ID it was opened from (004828);
• its reference code, title or summary;
• the customer: name, email, phone number written any way, or a code they gave in the pre-chat form;
• any word written in its comments (internal ones included) or in the conversation it was opened from — so an order number the customer typed in the chat finds the ticket even if it never made it into the ticket itself.

Each result shows the board, the column it is in, the customer and where the word was found. Click it to open the ticket on its board.

Both also have a date filter: pick one day, or two days for a range (or use Today, Yesterday, Last 7 days, Last 30 days), to see the tickets created then. It works on its own or together with a search word, and uses your browser's timezone.

AI- and widget-created tickets#

The AI agent or widget opens tickets on the channel's configured board and column, with an AI-generated title and summary. See Channels overview for wiring the agent ticket target.

Repeat requests: one ticket per request#

Customers often write again about something they already reported — the next day, or from another channel. The AI agent does not open a second ticket for it. Before opening a ticket it checks whether one already covers the request:

• Same reference code. A ticket about the same order, parcel or booking number counts, whatever column it is in — including Done and Closed — and whichever channel it came from.
• No code given. A ticket of the same customer that your team has not finished yet counts.

When there is one, the agent tells the customer where it stands instead:

In each case the link to the ticket is sent again, so the customer can open it and see the status and your replies.

What your team sees. When a customer asks again about a ticket that is still open, their message is added to that ticket once per conversation. When the customer says your answer did not solve the problem, or has something new to add, the agent adds it to the same ticket, notifies the assignee and watchers, and — if the ticket was in a Done or Closed column — moves it back to the channel's starting column.

When a new ticket is still opened. A different order or parcel number, or a clearly different problem with the same one (it was late, and now it arrived damaged), gets its own ticket.

Public share links#

Share a ticket with someone who isn't in your workspace via a no-auth public link. Each shared ticket gets a short URL backed by a UUID, viewable as a public page (and a public read-only data endpoint) without signing in.

The page shows the ticket as Open until it is marked resolved or moved to the board's Done or Closed column, and then as Resolved.

Reminders & automatic messages

Reminders, the 24-hour status message, and closing tickets the customer went quiet on.

Email-thread ticketing

How inbound email creates and updates tickets.