Workflow

How to Use Tickets

Verified with controlled creation. Ticket list, dashboard, and new-ticket form behavior were inspected; a later disposable ticket create-and-trash workflow verified safe save behavior with outbound email disabled.

Evidence Summary

Workflow run
tickets-readonly-probe-20260519T090828Z
Ticket list route
/tickets/tickets
Dashboard route
/tickets/dashboard
New ticket route
/tickets/tickets/new
Create workflow
Create and trash a ticket
Notes workflow
Manage ticket notes
Detail updates workflow
Update ticket detail fields
Reply workflow
Reply with an attachment
Tasks workflow
Manage ticket tasks
Task completion workflow
Complete a ticket task
Task conversion workflow
Convert a ticket task into a ticket
Spam workflow
Mark a ticket as spam
Join workflow
Join tickets
Forward workflow
Forward a ticket
Resend workflow
Resend a failed ticket email
Task types support file
Manage ticket task types
Priorities support file
Manage ticket priorities
Status support file
Manage ticket statuses
Departments support file
Manage ticket departments
Topics support file
Manage ticket topics
SLA support file
Manage ticket SLAs
Filters support file
Manage ticket filters
Automatic responses support file
Manage ticket automatic responses
Macro replies support file
Manage ticket macro replies

Tickets workflow diagram

Use the Ticket List

  1. Open Tickets then Tickets, or navigate to /tickets/tickets.
  2. Use Inbox, My tickets, Unassigned, and Trash to switch ticket folders.
  3. Use the global search field to search visible tickets.
  4. Open Filters for additional search criteria.
  5. Use Order by and the direction control to change sorting.
  6. Use View on a row to open a ticket detail page.
  7. Use bulk actions only after selecting rows: Select all, Join, Spam, or Trash.

Use the Dashboard

  1. Open Tickets then Dashboard, or navigate to /tickets/dashboard.
  2. Review the kanban columns: Unassigned, In progress, and Completed.
  3. Use Filter to narrow by Department, Collaborator, or Entity.
  4. Use Hide/Show to collapse or show the filter area.
  5. Open a ticket card when you need the detail page.

Start a New Ticket

  1. Open /tickets/tickets/new or click New ticket from the ticket list.
  2. Choose the ticket source type: Phone, Send email, or Other / Unknown.
  3. Choose the entity type: Employee, Customer, Prospect, Supplier, Business, or Contacts.
  4. Select the required Entity.
  5. Optionally fill Contact Person and add attachments.
  6. Fill required Recipients and Subject.
  7. Select required Department, Topic, Status, Priority, and Owner.
  8. Optionally select SLA, Business Opportunity, Campaign, and a Quick Response Template.
  9. Write the Description / Message.
  10. Review Signature, Department, and Send email options before saving.

Controlled save behavior is documented in How to Create and Trash a Ticket. The verified create run used send_mail=0 and send_autoresponse=0.

API Sequence

ActionWhat it does
tickets&option=loadTicketsTreeBuilds the ticket folder/department tree and counters.
ticketsLoads ticket list rows with ticket number, subject, entity, assigned user, status, priority, SLA, and message metadata.
tickets&option=kanban_refreshRefreshes dashboard columns for unsigned, doing, and done.
tickets&option=MERGE_ticketsJoins selected ticket rows. Verified with two disposable tickets.
tickets&option=SPAM_ticketsMarks selected ticket rows as spam. Verified with one disposable ticket.
tickets&option=forward_ticket, forward_postForwards a whole ticket or one post to an email recipient. Invalid test recipient was rejected.
tickets&option=resend_postRetries a failed ticket email post. Verified SMTP failure response on a disposable ticket.
tickets&option=create_task_type, load_task_type, update_task_type, delete_task_typeCreates, loads, updates, and deletes Tickets support-file task types.
createUpdateTikPriority, loadTikPriority, deleteTikPriorityCreates, loads, updates, and deletes Tickets support-file priorities.
createUpdateTikStatus, loadTikStatus, deleteTikStatusCreates, loads, updates, and deletes Tickets support-file statuses.
createUpdateTikDepartamento, deleteTikDepartmentCreates, updates, and deletes Tickets support-file departments.
createUpdateTikTopic, loadTikTopic, deleteTikTopicCreates, loads, updates, and deletes Tickets support-file topics.
createUpdateTikSLA, loadTikSLA, deleteTikSLACreates, loads, updates, and deletes Tickets support-file SLAs.
createUpdateTikFilter, deleteTikFilterCreates, updates, and deletes Tickets support-file filters. The verified filter required at least one rule and one action.
ticketsautoanswer / save_auto_answer, delete_auto_answerCreates, updates, and deletes Tickets support-file automatic responses.
createUpdateMacroReply, loadTikMacroReply, deleteTikMacroReplyCreates, loads, updates, and deletes reusable ticket macro replies.
tickets&option=postNewTicketCreates a ticket from the new-ticket form. Verified with outbound email and autoresponse disabled.
tickets&option=replyTicketPosts a ticket reply and can upload files in anexos[]. Verified with send_email=0.
tickets&option=create_timeline_resolutions, check_task, task_newticket, delete_resolution_taskAdds, completes, converts, and removes ticket timeline tasks from the ticket detail view.
tickets&option=noteTicketAdds a ticket note from the Note tab.
tickets&option=load_tik_note, update_tik_note, delete_tik_noteLoads, edits, and deletes existing ticket notes.
tickets&option=UPDATE_ticketUpdates ticket fields. Verified priority, topic, status, owner, and trash cleanup.
Sel2_SelectLoads status and collaborator defaults.
Sel2_Select_arraysLoads priority and collaborator filter options.

Artifacts