Creating a ticket
1
Open Tickets
In the app menu, go to the Support Tickets (or “Tickets”) area.
2
Start a new item
Use the create action and choose the type of ticket your organization uses.
3
Required fields
Add title, description, and priority, plus customer or service details your process requires.
4
Send
Submit and, if you need, open the item again from the list for edits.
Status meanings (typical process)
Open
Received and in the triage or assignment queue.
In Progress
Actively being worked in your team.
Completed
Work finished; may be waiting for confirmation or a final check.
Closed
Done and no further action expected.
Assignment
Open the item
From the list, open the ticket you want to work on.
Assign a colleague
With permission, set assignee, support, or your organization’s target fields.
Move status forward
Set status to in progress or another value that matches your playbooks.
Comments and updates
Add comments
Use the detail view to add notes everyone on the case can read.
History and audit
Edits and comments stay on the record for handover and quality.
Responsibility
Mention the right people so your SLAs and escalations can work as designed.