Not every piece of work fits neatly into a single back-and-forth conversation. Tickets give your team a structured queue for tracking a task through to completion, separate from the live conversation feed in your Inbox.
Ticket statuses
A ticket moves through five statuses as work progresses:
Submitted – a new ticket, not yet picked up.
Open – acknowledged and in the queue.
In Progress – actively being worked on.
Waiting – blocked on something, often the customer or another team.
Resolved – the work is done.
Creating a ticket
Create a ticket directly from the Tickets page, or from an existing conversation if the request came in through the Inbox. Give it a priority, a channel, and any tags that help your team find it later.
Filtering the queue
Filter tickets by status, channel, assignee, or tags to build a focused view, for example every open ticket assigned to you, or everything waiting on a customer response.
Comments and activity
Each ticket has its own comment thread for your team to discuss progress, and an activity log that records status changes, assignment changes, and other updates automatically, so there is always a clear record of what happened and when.