Tickets

A ticket is a collection of activities and information related to a single customer case. Opening a ticket starts a timed activity — tracking how long you spend working on it, just like calls or chats.

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Ticket List

Open the Tickets module from the main menu. You can also pin it to your favorites bar for quick access.

Views

The left sidebar is divided into two sections:

• Team views — admin-defined views available to all relevant users. These are read-only for regular users and can only be edited in Settings → Tickets → Views.
• My views — your personal views and any Team views you have added to your own sidebar.

Adding views to My views

Click + Add View at the bottom of the sidebar to open the Add view to my views panel. Here you can:

• Click + next to any view to add it to My views.
• Click the pen icon (visible only for views you created) to edit that view.
• Click + Add new in the top-right corner to create a new custom view.

Use the Private views, Shared views, and Folders only checkboxes at the top of the panel to filter the list of available views.

Click Apply to confirm your changes.

Info

The + Add View button and + Add new option are only available to users with the Can create own ticket views right. See Rights for how to enable it.

Editing My views

Click Edit at the bottom of the sidebar to enter edit mode. In edit mode:

• Hover over a view to reveal a bin icon — click it to remove the view from My views. This does not delete the view itself.
• Drag and drop views to reorder them, nest them as subviews, or organise them into folders.

Changes are saved when you exit edit mode.

Filtering

To apply a custom filter, click Filter above the ticket list. Define your criteria and click Search to apply. Use Filter Schemes to save a filter for future use:

1. Define your filter and click Save as.
2. Enter a name and click Save.
3. Access saved schemes from the dropdown next to the Filter button.

List Controls

Above the ticket list, you can:

• Edit — bulk-edit selected tickets (select 1 or more).
• Merge — merge selected tickets into one (select 2 or more).
• Delete — delete selected tickets (select 1 or more).
• Anonymise the ticket including activities — removes all personal data. Use with caution.
• Export — export the current list.
• Import — import tickets.
• + New ticket — create a new ticket.

Each row also has inline action icons for quick access.

Info

Available actions depend on your access settings.

Opening a Ticket

Click a ticket title to open it as a ticket activity tab. The activity starts immediately and tracks the time you spend on the ticket.

To preview a ticket without leaving the list, use TicketPeek: click the preview icon in the row's action column. The ticket opens as a side panel — still a full timed activity, just in a compact view.

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Ticket Detail

The ticket detail uses a two-panel layout:

• Left panel — activity feed and change history.
• Right panel — ticket form and attachments.

Adjust the panel ratio using the layout icons in the top-right corner of the right panel: 2:1, 1:1, or 1:2.

Header

The ticket header contains the title, ticket ID, and key metadata (parent ticket, creation date, owner).

• Ticket ID — displays the ticket number. Use the copy-link icon next to it to copy a direct link to the ticket.
  • The browser's address bar always shows the link to whichever ticket tab you currently have focused, so you can copy it directly from there too.
  • Opening a ticket link while Daktela is already open in another browser tab focuses that existing tab instead of starting a duplicate session. If no Daktela tab is open, the link opens a new one as usual.
• Editors & Viewers — avatars showing who currently has the ticket open. The list distinguishes between agents who are actively editing and those who are just viewing, helping prevent conflicting changes.
• Save changes — saves your edits to the form.
• Close — closes the ticket activity tab.

Suggested Ticket Banner

When an incoming email matches multiple existing tickets by email headers, a non-blocking banner appears in the ticket header:

This email may belong to one of these tickets.

Click these tickets to open a dropdown listing the candidate tickets by ID and name. You can navigate to any ticket in the list, or select one to assign the email activity to it — the activity is then moved from the current ticket to the selected one. The banner can be dismissed if no action is needed.

Info

This banner is visible in the React ticket view only. It requires Enable email header threading to be turned on in the email queue settings.

SLA / Deadline Icons

When the ticket's category has an SLA configured, the header shows up to two icons tracking the ticket's deadlines, one at a time:

• Hand icon — counts down to the First answer deadline.
• Stopwatch icon — counts down to the ticket's overall Deadline (resolution). Takes over once the First answer deadline is resolved (met or missed).

Icon state	Meaning
Black, counting down	Time remaining until the deadline, calculated using the category's working hours.
Black, paused	The ticket is in the Waiting state — the countdown pauses.
Red, still counting (into negative time)	The deadline has been breached and the ticket hasn't been resolved yet.
Green, no countdown	The deadline was met — first answer sent, or ticket closed, within the SLA.
Red, no countdown	The deadline was missed — first answer sent, or ticket closed, after the SLA.

Hover over an icon for a tooltip with its exact status (for example "First answer deadline has been breached" or, while paused, "Countdown paused outside business hours — time remaining until the ticket resolution deadline").

Info

If the ticket's category has no SLA and no Deadline was set manually on the ticket, neither icon is shown — see Categories.

Left Panel

The left panel has two tabs: Activities and History.

Activities

The Activities tab shows all communications and interactions linked to the ticket, grouped by date.

To start a new outgoing activity, use the dropdown next to the action buttons and select Call, E-mail, or SMS. Outgoing emails open as an inline editor directly within the tab — the right panel automatically switches to Templates for quick access.

To add an internal note, click Comment.

The comment editor's formatting toolbar includes a Code Snippet button for inserting syntax-highlighted code blocks — pick a language (for example JavaScript, Python, or SQL) from the dropdown and paste your code. The formatting is preserved when the comment is saved and viewed later, making technical details easier to read for you and other agents.

Each activity uses a consistent button layout, split across the activity header and footer. Only the buttons relevant to that activity type are shown — for example, Call/SMS buttons don't appear on email activities, and Reply all only appears on emails with multiple recipients.

Activity header:

• Edit comment, Copy link to clipboard, Detail — standalone icons, always visible.
• ⋮ (more options) — opens a menu with Create child ticket, Create article, Move to another ticket, and Print.

Activity footer (action buttons):

• Call, SMS — call or text the contact from the activity.
• Reply / Reply all / Forward — respond to the activity.
• Comment — add an internal note referencing this activity.
• Translate — translate the activity content using Daktela Copilot. For incoming emails, the subject and body are replaced instantly; you can revert with a single click.

Replying to an activity: Using Reply, Reply all, Forward, or Comment on an activity — or Call, SMS, or Comment on a call or SMS activity — links the new activity to the one it responds to, with a matching reply/reply all/forward icon shown next to the Comment icon. While composing an e-mail reply, forward, or comment, the editor visually connects to the activity you're responding to. Once you send it, a chip appears between the activity's body and its footer buttons — click it to expand the source activity directly underneath, showing its content along with a Go to activity button that jumps you straight to it.

Editing a comment: You can edit your own comments after posting — click the pen icon in the comment's action menu to switch to inline edit mode. After saving, the comment header displays Edited: DD/MM/YYYY, HH:mm. Every edit is logged as a clickable entry in the History tab, where you can view a side-by-side diff of what changed. Adding a new @mention during editing sends a notification to the newly mentioned user. Attachments cannot be removed during editing — use the Attachments tab instead.

History

The History tab provides a chronological log of all changes made to the ticket, alongside the communication activities (emails, calls, chats) that took place on it — giving you full visibility into who worked on the ticket and when.

Info

The Ticket sessions view and Hide activities checkboxes described below are available in the Neo ticket view only.

Two checkboxes in the tab header control how the log is displayed. Both are off by default:

Checkbox	Description
Ticket sessions view	Groups history entries into ticket sessions — one row per continuous block of work by a single user — instead of a flat list.
Hide activities	Hides communication activities (emails, calls, chats) from the timeline, leaving only field changes. Works in both the flat and sessions view.

Default view (both checkboxes off)

Field changes and communication activities are shown flat and fully expanded, in chronological order. Click an entry to expand it and see exactly which fields were modified, including old and new values for both system fields and custom fields.

Ticket sessions view

When Ticket sessions view is on, entries are grouped into sessions instead. Each session row shows:

• the user's avatar and name,
• how long the session lasted (for example 195h 0m),
• the session's time range (for example 08:27 - 11:27),
• the number of field edits and activities that happened during it.

Sessions are fully expanded by default — click the chevron next to a session to collapse or expand it. Inside a session, field changes and activities appear indented underneath, in chronological order: for example a changed 1 System fields or changed 1 Custom fields entry showing the struck-through old value next to the new one, or a Comment block with its author, timestamp, the External checkbox, and the usual edit/copy/info/star icons. A session that consists of a single quick action (for example one lasting 0s) appears as a compact, single-line row with nothing to expand.

Only sessions belonging to users you have rights to see are shown.

Tip

Use Collapse all in the tab header to collapse every session at once.

When you expand a history entry, in either view, the Form in the right panel updates to reflect the ticket's state at that point in time. Click Reset to return to the current version of the form.

Note

Your Ticket sessions view and Hide activities settings are remembered per user and applied across every ticket you open.

Right Panel

The right panel has several tabs.

Form

The Form tab contains all editable ticket fields:

Field	Description
Contact	The primary customer contact. If the contact belongs to an Account with a dedicated SLA, that SLA overrides the category's SLA.
Account	The associated CRM account.
Category	Determines the ticket's SLA and working hours. Each category can also define mandatory statuses, default outgoing queues, and notification rules.
Priority	Ticket priority level. Affects the SLA deadline calculation.
State	Open — the ticket is being worked on. Waiting — a message was sent to the customer; the ticket is paused awaiting a reply. Closed — the case is resolved; if the customer replies, the ticket re-opens automatically. Archived — the case is closed; if the customer replies, a new ticket is created instead. See Automatic State and User Changes.
User	The agent responsible for the ticket. See Automatic State and User Changes.
Deadline	Due date based on the SLA and priority. Set automatically if left empty.
Re-open	Date to automatically reopen the ticket. Available when the state is Waiting or Closed. If your category has Waiting requires reopen time enabled, this field is mandatory when setting the state to Waiting.
Followers	Agents who receive notifications when the ticket changes.
Status	A custom status field configured per category. May be mandatory before closing the ticket.
Description	Free-text description of the ticket.
Custom Fields	Additional fields configured by your administrator.

Warning

If your category has a mandatory status, you must select one when closing the ticket.

Warning

If your category has Waiting requires reopen time enabled, you must enter a Reopen date and time before saving a ticket to the Waiting state.

Attachments

View and manage files attached to the ticket.

CSAT Surveys

The CSAT Surveys tab appears when at least one customer satisfaction survey is linked to the ticket (requires the CSAT Surveys Read right). It lists all surveys with the linked activity, contact, created by, and creation date. Click the eye icon to view the full survey detail. See CSAT Surveys for more information.

Other Tabs

Your administrator may configure additional tabs such as iFrame embeds or custom views tailored to your workflow.

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Automatic State and User Changes

Daktela changes a ticket's State automatically in a few specific situations, so that customer replies and colleague comments aren't missed while a ticket sits in Waiting or Closed. This section explains exactly when automation reopens a ticket and when it leaves the ticket untouched.

When a Ticket Reopens Automatically

A Waiting or Closed ticket is set back to Open in these cases:

Situation	What happens
An external user posts an incoming external comment in the external portal	The ticket always reopens (set to Open), regardless of who its User is.
An internal comment is added to a ticket whose User is someone else	The ticket reopens (set to Open), so the responsible agent sees the new note.

When Nothing Changes Automatically

In the following cases the State stays as it is, and the User field is never filled in automatically:

• A comment on your own or an unassigned ticket — adding an internal comment to a ticket assigned to yourself, or with no User set, does not change the State, and the User field is not filled in.
• Any non-comment activity created from the ticket — creating a call, e-mail, SMS, or any activity other than a comment never changes the State, no matter who the ticket's User is. This holds even when that activity is later closed.
• Attaching an already-closed activity — attaching an activity that is already closed to any ticket never changes its State or User.
• Moving activities between tickets — moving an activity from one ticket to another never changes the State or User of either ticket.
• Archived tickets — an Archived ticket is never reopened automatically and never has a User filled in automatically. External users also cannot write external comments on Archived tickets in the external portal — writing is disabled.

Note

If a ticket is opened while its User is a deactivated account, and that same update does not set a different user, the User field is cleared automatically.

Info

A manually chosen State always wins. If you change the State yourself in the same update, the ticket is never reopened automatically — the manual change is always kept.

Auto-filling an Empty User on Close

If a ticket has no User set and you close it or archive it, Daktela automatically fills the User field with you — the agent making the change. This also applies if the ticket is already Closed or Archived and you make any other update to it while it's still unassigned.

This auto-fill does not happen if the update explicitly sets a different user (for example, through a macro that assigns the ticket to someone else).