The queue #
The Tickets page shows every ticket you can see, with segments for mine, watched and all, and filters for status, priority, category and organization. Board view groups by status so you can drag tickets through the lifecycle.
Each ticket has:
- a conversation of public messages, visible to the requester,
- internal notes that only your team can read,
- attachments up to 25 MiB per file,
- a checklist everyone involved can tick off,
- assignees and a priority, set by your team.
The client portal #
Members of a client organization sign in to the same app but see only the portal: a landing page to open a new ticket, their own tickets, and a small dashboard with counts and response times. They never see your projects, tasks, chat or wiki.
From ticket to task #
When a ticket needs engineering work, convert it into a project task with Create task (or POST /api/v1/tickets/:id/tasks). The task keeps a link back to the ticket, and the ticket shows the task's status, so the requester sees progress without being inside your task graph.
Channels #
Tickets arrive from the portal, from the web app, from the iOS app, from the CLI, and from the API. Every channel produces the same object, so triage never depends on where a request came from.