Tickets

Tickets move through a structured lifecycle from public intake to resolution.

Creation flow

1. Customer submits email, title, template, and answers
2. Initial status is assigned
3. Priority is computed from template scoring
4. 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.

Customer ticket access

Customers access their tickets through a secure, unique link delivered by email after submission. This link does not require authentication — it is a tokenized URL that grants access only to the specific ticket. Customers can view the full conversation thread, add replies, and attach files through this page.

The secure link remains valid for the lifetime of the ticket. If your organization uses white-label settings, the customer-facing ticket page reflects your custom branding.

Ticket detail view for agents

When an agent opens a ticket in the dashboard, the detail view displays:

• Timeline — a chronological feed of all replies, internal notes, and activity events (status changes, reassignments, priority updates)
• Metadata panel — current status, priority, assigned team, assignee, and SLA indicators
• Reply composer — with toggle between external reply and internal note

Activity events are recorded automatically so the full history of a ticket is always auditable.

Filtering and searching tickets

The ticket list supports filtering by status, priority, team, assignee, and template. Use the search bar to find tickets by title or customer email. Combining filters narrows results quickly in high-volume queues.

Saved filter presets are not currently supported — apply filters manually each session.

Bulk operations

Agents with appropriate permissions can select multiple tickets and apply bulk actions such as changing status, reassigning to a different team, or updating priority. Bulk operations trigger the same activity logging as individual updates.

Ticket scoring and priorities

When a customer submits a ticket, the priority is computed automatically based on the scoring rules defined in the selected template. Each answer in the template form can carry a score weight, and the total determines the initial priority tier. See Ticket Scoring for details on configuring scoring rules.

Agents can override the computed priority at any time from the ticket detail view.

Best practices for ticket management

• Define clear status workflows (e.g., Open > In Progress > Waiting > Resolved > Closed) to track ticket progression
• Use internal notes for agent-to-agent context that should not be visible to customers
• Assign tickets to specific agents rather than leaving them at team level to avoid ownership gaps
• Monitor SLA indicators proactively — tickets approaching their SLA target should be prioritized
• Archive resolved tickets regularly to keep active queues focused