A ticket can be created in several ways: a customer emailing your support address, a customer submitting a form on your portal, an embedded widget on your website, or a request coming through the API.
Once created, a ticket carries a set of properties you can change at any time:
- Status - for example Pending Support, Pending Customer, In Progress, Probably Resolved, Resolved, or Duplicate.
- Priority, Type, and Source - help you triage and report on the ticket.
- Due date - an optional deadline you can set for yourself or your team.
Every change - status updates, replies, reassignments - is recorded in the ticket's history, so you always have a full audit trail of what happened and when.