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 Manage → 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 — click it to copy the ticket's link to your clipboard. Anyone who opens that link starts their own timed activity on the same ticket.
• 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.

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.

Each activity in the list has action buttons at the bottom:

• 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.
• Detail — open the full activity detail.
• More — additional options (create child ticket, print, create article, move to another ticket, and more).

History

The History tab provides a chronological log of all changes made to the ticket.

Each entry shows who made a change and when. 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.

Enable the Show activities toggle to combine the change log with activities in a single chronological view.

When you expand a history entry, 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.

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.
User	The agent responsible for the ticket.
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.