Ticket Feature Overview

The Ticket feature is a core tool for efficiently managing urgent internal and external issues. It enables fast submission, accurate assignment, and closed-loop processing. With standardized workflows and flexible transitions, the ticket system turns scattered requests into traceable work items, ensuring critical issues are responded to promptly. Tickets can be handled directly or converted to a Bug or Requirement with one click, reducing cross-department collaboration barriers, improving resolution efficiency and service quality, lowering business risk, and strengthening customer trust.

Use Cases

• IT maintenance: When employees encounter PC failures, network issues, or system crashes, they submit maintenance requests via tickets. The IT team receives tickets automatically, locates the issue quickly, and resolves it.
• Customer service: Customers submit urgent complaints or inquiries via hotline, online chat, or email. Support staff create tickets and assign them to the relevant team. Handlers can update progress in real time; if the issue is a product defect, it can be converted to a Bug for tracking.
• Internal task coordination: For cross-department requests (e.g., Marketing needs design support, Finance needs data verification), teams submit tickets. Tasks are assigned automatically to the right owners, and progress is transparent and traceable.

I. Assign Ticket Permissions

Both ticket creators and ticket handlers must be granted ticket permissions in Admin > Users > Privileges.

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If the handler and creator only have access to certain products, you can maintain their product access permissions in Feedback > Settings.

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II. Create Tickets

1. Maintain Product Modules for Tickets

Before creating tickets, it is recommended to maintain the product module structure for tickets on the ticket list page.

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Ticket modules can be maintained independently or synchronized from product modules.

To maintain independent modules, you can manage them directly under the ticket sub-module.

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Click Sync Product Modules and configure the module levels that can be synchronized in the dialog. Up to five levels can be synchronized. After synchronization, it cannot be undone or modified.

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After maintaining or synchronizing modules, return to the ticket list for the corresponding product, and you will see the module structure on the left.

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2. Create a Ticket

Click Create Ticket in the top-right corner to add tickets individually or in batch.

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When creating a product, if a Ticket Owner is configured, the Assignee field will default to that ticket owner.

The Source Customer, Contact, and Notification Email fields are one-to-one matching data. If there are multiple source customers, you can click Add next to the Notification Email field.

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Created tickets can be viewed on the list page.

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Ticket required fields, priority, and type can be customized in Admin > Feature Settings > Feedback > Ticket.

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III. Process Tickets

After a ticket is created, the assigned user will be notified to process it.

When the assignee receives the ticket, they can start handling it.

1. Start Processing

Click Start. By default, the current user becomes the handler, and the ticket status changes to In Progress.

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2. Complete Processing

For tickets that are In Progress, after completing the work, click Complete. The ticket status changes to Processed.

When completing, you must record the Resolver, Resolution Time, and Solution.

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3. Close a Ticket

Tickets confirmed as completed can be Closed.

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Unfinished tickets that will not be handled can also be closed by selecting the close reason Not to be handled.

For duplicate submissions, select the close reason Duplicate and record the related duplicate ticket information.

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4. Activate a Ticket

If a completed or processed ticket needs further work, you can Activate it. The ticket status changes to In Progress.

When activating, the system clears the Resolver, Resolution Time, and Solution.

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5. Convert to Bug / Requirement

If a ticket is complex, you can convert it to a Bug or a Requirement for further handling.

After conversion to a Bug or Requirement, the ticket status does not change.

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6. Ticket Notifications

Tickets support notifications. To use this feature, configure it in Admin > Notifications.

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Notification types include: Create, Edit, Assign, Start, Complete, Close, and Activate.

• Create, Edit, Assign, and Activate notify the Assignee.
• Start, Complete, Close, and Activate notify the Creator.
• When a ticket is Closed, a notification is sent to the Source Customer’s email.

IV. View Tickets

Users can view tickets using tags such as All, Not Closed, Pending, In Progress, To Be Closed, Resolved by Me, Created by Me, Assigned to Me, Assigned by Me, and Closed by Me.

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