Tickets

Tickets are how ActionConnect's helpdesk tracks support requests. This guide covers everything an agent does with a ticket — from picking it up to resolving it.

What a ticket contains

Every ticket has:

• A subject and a threaded conversation of comments.
• A status and a priority. Both are configurable per organization — your admin defines the exact set, so your statuses might be Open → In progress → Waiting on customer → Resolved → Closed or something tailored to your team. They are stored as data, never hardcoded.
• An assignee (an agent) and optionally a team.
• Attachments, stored in your organization's private storage.
• Optional SLA timers for first-response and resolution.
• A source indicating how it was created: from the portal, by an agent, or from an inbound email.

Where tickets come from

• Intake forms — a requester submits a form. See Forms.
• Email-to-ticket — a customer emails your support address. ActionConnect parses the message, stores the raw email, and threads replies by message headers: a new email opens a ticket; a reply to an existing one appends a comment. See Email.
• Manually — an agent creates a ticket on a customer's behalf.

Working a ticket

1. Pick it up — assign it to yourself (or let an automation route it).
2. Reply — write a comment to the customer. Reuse canned responses for common answers instead of retyping them.
3. Set status and priority as the conversation progresses.
4. Attach files when helpful.
5. Resolve when the issue is handled; the resolution SLA timer stops.

Changes to ticket fields auto-save as you edit — there is no separate Save button on the edit dialog.

Escalating a ticket

When a request needs hands-on facilities work, escalate the ticket into a work order. The work order carries the ticket's context into the facilities queue, where it can be assigned to a technician, scheduled, and tracked against equipment. See Facilities.

Internal vs. customer-facing comments

Comments can be customer-facing (shown in the portal and emailed) or internal notes for your team. Choose the right type before sending so private context never reaches the customer.

Knowledge Base on a ticket

Each ticket has a Knowledge Base panel that connects it to your Knowledge Base. From it you can see suggested articles relevant to the request, link an existing article, and Create a KB article from this ticket to capture the resolution as a reusable draft. The linked article's own page lists the tickets that reference it, so the connection works both ways.

Linked assets

When a ticket concerns a specific piece of equipment, link it from the Linked assets panel. Linked assets show their name, tag, and status, and you can open the asset directly; the asset, in turn, lists the tickets that reference it.

Linking an asset also checks out 1 unit to the ticket's requester, and unlinking checks it back in — see Auto check-out from tickets.

Possible duplicates

If your admin has enabled AI duplicate detection (under AI Email Intake), a Possible duplicates panel appears on the ticket. It surfaces likely duplicate tickets — each with the AI's similarity reason — and lets you Find possible duplicates on demand, dismiss a suggestion, or mark a ticket as a duplicate.

SLAs on tickets

If your admin has configured SLA policies, each ticket shows its first-response and resolution timers. Timers are business-hours aware, so they pause outside your configured working hours. Watch for tickets approaching a breach and prioritize accordingly.

Automating ticket handling

Repetitive triage can be automated: route by keyword, auto-assign to a team, escalate on priority, or notify a manager when an SLA is at risk. See Automations.

Real-time collaboration

Open tickets show live activity — new comments and which agents are currently viewing — so two agents do not unknowingly answer the same customer at once.

Tips

• Use canned responses to keep replies fast and consistent.
• Keep status accurate; dashboards and SLA timers depend on it.
• Convert a recurring request type into an intake form field or an automation to save future effort.