The Task | Documentation

Ticketing System

The ticketing system helps you manage support requests, bug reports, and client feedback. Tickets can be linked to projects and assigned to team members for resolution.

Understanding Tickets

Tickets are different from tasks — they're designed for:

  • Bug Reports — Issues that need to be fixed
  • Support Requests — Help requests from clients
  • Feature Requests — Suggestions for improvements
  • Client Feedback — General feedback and questions

Creating a Ticket

  1. 1. Click Tickets in the sidebar
  2. 2. Click the New Ticket button
  3. 3.
    Fill in the ticket details:
    • • Title — A brief summary of the issue
    • • Description — Detailed explanation of the problem or request
    • • Project — Link the ticket to a specific project (optional)
    • • Priority — Low, Medium, High, or Urgent
    • • Assignee — Who will handle this ticket
  4. 4. Click Create Ticket

Ticket Status

Tickets progress through these statuses:

Status Description
Open Ticket has been created and is awaiting attention
In Progress Someone is actively working on the ticket
Resolved The issue has been addressed, awaiting confirmation
Closed Ticket is complete and verified

Ticket Priority

Set the appropriate priority to ensure urgent issues get addressed first:

Priority Response Time Examples
Low As time permits Minor cosmetic issues, suggestions
Medium Within a few days Non-blocking bugs, general questions
High Within 24 hours Important features broken, client-facing issues
Urgent Immediately System down, security issues, data loss

Managing Tickets

Viewing Tickets

The ticket list page shows all tickets in your organization. You can:

  • • Search — Find tickets by title or description
  • • Filter by Status — Show only open, in progress, resolved, or closed tickets
  • • Filter by Project — Show tickets for a specific project
  • • Sort — Order by date, priority, or status

Ticket Details

Click on a ticket to view its full details:

  • • Complete description and history
  • • Comments and discussion
  • • File attachments
  • • Activity log showing all changes
  • • Related project link

Updating Ticket Status

  1. 1. Open the ticket by clicking on it
  2. 2. Use the status dropdown to change the status
  3. 3. Add a comment explaining the change (recommended)
  4. 4. The change is saved automatically

Assigning Tickets

  1. 1. Open the ticket
  2. 2. Use the assignee dropdown to select a team member
  3. 3. The assignee will see the ticket in their dashboard

Tickets on Projects

When you link a ticket to a project:

  • • The ticket appears in the project's ticket section
  • • Project pages show open ticket counts
  • • You can filter the ticket list by project

Viewing Project Tickets

  1. 1. Open a project
  2. 2. Scroll down to the Open Tickets section
  3. 3. Click on any ticket to view its details

Ticket Workflow Best Practices

For Support Teams

  1. 1. Respond to new tickets promptly, even if just to acknowledge receipt
  2. 2. Move tickets to "In Progress" when you start working
  3. 3. Add comments to document your investigation
  4. 4. Mark as "Resolved" and describe the solution
  5. 5. Close after confirming with the reporter

For Clients

  1. 1. Provide detailed descriptions with steps to reproduce
  2. 2. Include screenshots or files when helpful
  3. 3. Respond to questions from the support team
  4. 4. Confirm when the issue is resolved

Related Topics