What is a ticket?

Every request your team receives becomes a ticket. A ticket keeps the whole conversation together: the customer's messages, your replies, internal notes, who is responsible, and the deadlines that apply.

What a ticket contains

• A number and a subject. Each ticket has a number, such as #1042, and a short subject.
• A requester. The contact who wrote in. Replies go to this person.
• Messages. The customer's emails, your replies, forwarded messages, and internal notes.
• Properties. Status, priority, channel, type, category, tags, assignee, and group. See Ticket properties.
• A timeline. A record of every change made to the ticket.
• Deadlines. Response and resolution deadlines, when service levels are turned on.
• Attachments. Files sent along with messages.

How tickets are created

• By email. When a customer writes to a connected support address, nabudesk creates a ticket. Replies in the same conversation are added to that ticket.
• By hand. Agents create a ticket from New ticket for requests that did not arrive by email, such as a phone call or a walk-in.
• By import. You can bring existing tickets in from a CSV file. See Import and export your data.
• Through the API. Other systems can create tickets. See API and webhooks.

The life of a ticket

1. 1A ticket arrives and starts as Open.
2. 2It is assigned to an agent or to a group.
3. 3The agent replies. If you are waiting on the customer, the ticket can be set to Pending.
4. 4When the problem is solved, the ticket is marked Resolved, and later Closed.
5. 5If the customer writes back on a resolved or closed ticket, it reopens by itself.