Tickets

Tickets are the core of the Helpdesk module. Each ticket represents a customer support request with a subject, description, priority, status, and optional queue/assignee.

Creating a ticket

Navigate to Helpdesk > Tickets and click New ticket. Fill in:

Subject: a brief summary of the issue
Description: detailed information about the request
Priority: low, medium, high, or urgent
Queue: the team or area responsible (optional, defaults to the default queue)
Assign to: a specific team member (optional, auto-assigns from queue default)

Tickets can also be created automatically from inbound email or submitted by customers through the portal.

Viewing tickets

The ticket list shows all tickets with columns for number, subject, status, priority, contact, company, and assignee. Use the filters to narrow by status, priority, queue, or assignee. The search box matches ticket numbers and subjects.

Quick filters

A row of pills above the saved views provides one-click access to the three most common scopes:

All: every ticket visible to you (the default).
My tickets: tickets where you are the assignee.
Unassigned: tickets with no assignee yet.

These compose with the search and status filters: narrow to "My open urgent tickets" by combining a quick filter with the status dropdown.

Two more pills sit alongside the assignee row:

Watching: limits the list to tickets where you are a watcher. Composes with the assignee pills via AND: Mine + Watching = tickets you are assigned to AND watching simultaneously; Watching alone = tickets you are watching regardless of assignee.
Include closed: see Hiding / showing closed tickets below.

The Mine pill resolves to whoever is making the request, so a shared saved view "My open urgent tickets" applied by another user shows their tickets, not the original author's.

Hiding / showing closed tickets

The ticket list defaults to hiding resolved and closed tickets so your queue isn't cluttered with completed work. Use the Include closed pill in the quick-filter row to bring them back into the list. It composes with the other pills, so "Mine + Include closed" shows all of your tickets including completed ones.

You can also see closed tickets by:

Picking Resolved or Closed explicitly in the status dropdown.
Filtering by queue: if you pick the Closed queue (or any queue marked as an archive queue), the list shows everything in it regardless of status.

Behind the scenes, a system automation called Auto-archive resolved tickets moves every resolved / closed ticket from its topic queue (Billing, Network, etc.) into the tenant's Closed queue. It ships active and per-tenant. Disable it under Helpdesk → Automation if you want closed tickets to stay in their original topic queue. The "Closed" queue is created automatically; you can rename it but its purpose is locked.

Saved views

A saved view captures the current filter state under a name so you can return to it with one click. The Views row above the filter card lists your personal views plus any shared views your team has created.

Click a view chip to apply its filters.
Click Save view… to capture the current search, status, assignee scope (Mine / Unassigned / any), "Include closed" toggle state, and (if you've changed it from default) column set under a new name.
Tick Share with the whole team in the save modal to make the view visible to everyone in the tenant. Shared views are editable and creatable only by users with the helpdesk.views.manage permission; the share toggle is hidden in the modal for users without it.
Hover over a view chip to reveal the × delete control. You can delete your own views; deleting a shared view also requires helpdesk.views.manage.

Personal views are scoped to the creator, so other users won't see them. Shared views appear for everyone on the tenant with a "Shared" badge.

Columns

The Columns button next to Save view… opens a picker for the visible columns on the ticket table. The Subject column and the bulk-action checkbox are always shown; everything else is up to you.

Tick / untick a column to show or hide it. Click the ▲ / ▼ buttons to reorder.
The picker persists per user: your column set follows you across sessions and devices. Tabs (Tickets vs Pro Services) are remembered independently.
Reset restores the default set (#, Status, Priority, Contact, Company, Assignee).
A small accent dot appears on the Columns button whenever your set differs from the defaults.
Saving a view while a non-default column set is active captures it onto the view, so applying that view later swaps both the filters and the columns. The default-column saved view follows whatever your personal default is at apply time.

Available columns: #, Status, Priority, Type, Contact, Company, Assignee, Queue, Replies, Last reply, Watchers, SLA response, SLA resolution, Source, Created, Updated.

Bulk actions

The leftmost column of the ticket list is a checkbox for selecting tickets. Tick rows individually or use the header checkbox to select every ticket on the current page. As soon as any ticket is selected, a bulk action bar appears above the table.

Supported actions:

Change status: applies the chosen status to every selected ticket. SLA pause/resume + the per-ticket timeline event fire for each one.
Assign to: set the assignee for every selected ticket. Choose a user from the dropdown, or Unassign to clear assignment.
Change priority: set the priority for every selected ticket.
Delete: soft-deletes every selected ticket. Requires confirmation and the helpdesk.delete permission (the other three actions need helpdesk.edit).

Maximum 100 tickets per call to keep the request fast. Tickets outside your active tenant are silently filtered out: the response shows touched vs requested so the UI can tell you "Updated 12 of 14 tickets" if anything was filtered.

Ticket detail

Click a ticket to view its detail page, which includes:

Header with ticket number, subject, status and priority badges
Reply thread showing all replies in chronological order
Internal notes highlighted with an amber border (not visible to the customer)
Reply form with a toggle for internal notes
Sidebar with status buttons, assignee selector, and ticket details

Replying to tickets

Type your reply in the text area and click Send reply. Enable the Internal note checkbox to add a note visible only to your team. The customer will not see it and no notification will be sent.

When you send a public reply, the customer receives an email notification with a reply-to address that threads their response back onto the same ticket.

Changing status

Click the status buttons in the sidebar to move the ticket through its lifecycle. Setting a ticket to Waiting pauses the SLA timer. When the customer replies, the ticket automatically reopens and the timer resumes.

Assignment

Use the assignee dropdown in the sidebar to reassign a ticket. If a queue has a default assignee configured, new tickets in that queue are automatically assigned.

Ticket channels

Each ticket shows how it was created:

Web: created by a staff member in the concorbit dashboard
Email: created from an inbound email
Portal: submitted by a customer through the client portal
API: created via the REST API