Tickets
Last updated February 28, 2026
Ticket lifecycle, assignment, replies, SLA signals, and customer follow-up.
Tickets move through a structured lifecycle from public intake to resolution.
Creation flow
- Customer submits email, title, template, and answers
- Initial status is assigned
- Priority is computed from template scoring
- Optional default team assignment is applied
Replies and visibility
- Agents can send internal notes and external replies
- Public ticket threads never include internal notes
- Customers reply through a secure ticket link
Attachments
- Public intake supports multipart uploads
- Storage usage is enforced against plan quota
- The default support UI enforces per-file limits for user experience
Agent actions
Agents can update:
- Status
- Priority
- Team
- Assignee
Activity history is recorded for timeline visibility.
Status and priority guardrails
- Built-in statuses are protected from deletion
- Default priority is protected from deletion
- Deleting custom status/priority reassigns affected tickets to safe defaults
SLA behavior
Priorities can define SLA targets.
Vicket tracks first reply and resolution timing against these targets.