Tickets

Set up the stages a ticket moves through. Names, colours, and order are yours, on top of a sensible default. Comes with low / medium / high priority and a record of who closed what and when.

Sort tickets into categories, and show each category only to the teams that should see it.

Route and update tickets automatically based on who sent them, their category, and more, with a log of every rule that fired.

Connect related tickets to flag duplicates, dependencies, or related issues, with simple drag-and-drop linking.

Fold duplicate tickets into one. Comments, attachments, watchers, and links all come along; the originals are marked as merged with a link back. Optionally notify the customer, and anyone viewing the ticket sees the change instantly.

Reply in a rich editor, and preview images, PDFs, audio, and video inline. Even messy HTML emails render cleanly and safely.

Add notes only your team can see, never the customer. When you’re ready, draft the customer reply straight from those notes.

Save and reuse common replies, with fill-in-the-blank variables. Admins manage the shared library and can see which templates actually get used.

Group related tickets under a project and see them all in one place.

Link the devices involved in a ticket and see their details right in the sidebar.

Jump back to the tickets you looked at most recently.

Bring existing tickets across with a file import when you migrate.

Change status or assignee, or delete, across many tickets at once, with a confirmation that shows how many you’re about to touch.

Print a clean copy of a ticket, with long email threads paginated sensibly.

Promote a solved ticket to a documentation page in one click, automatically linked back to the ticket.