Working with tickets

A ticket is one piece of work. This guide covers raising one, filling it in well, and working it through to done.

Creating a ticket

There are three ways to start one, and they all open the same form:

• The search box at the top of the sidebar doubles as a command palette, with a keyboard shortcut shown next to it.
• The New ticket button on the Tickets and Board pages.
• An intake form, if your organization has published one. These are public links that let people outside the app raise a ticket without an account.

Only the title is required. Write it as an instruction: "Fix the broken export on the reports page" tells the next reader more than "Export bug" does. Everything else on the form can wait.

The fields on a ticket

Description holds the detail. It accepts markdown, so headings, lists, links and code all work.

Status is where the ticket sits in your workflow. Changing it here does the same thing as dragging the card on a board.

Priority shows how urgent the work is. Priorities are consistent across the whole organization, so "high" means the same thing on every board.

Assignee is the one person accountable for the ticket. It's deliberately a single person, because shared ownership tends to mean nobody owns it. Every report, board grouping and automation reads this field.

Additional assignees covers everyone else actively working the ticket. They get the same notifications as the assignee and show up on the ticket, but they aren't the accountable owner. A ticket can only carry additional assignees once it has a primary one, and unassigning the primary clears the rest too.

Tags are cross-cutting labels like "billing" or "urgent-customer" that work across boards. Handy for filtering and reporting.

Due date marks when the work needs to be finished. Overdue tickets show up on the dashboard and on the Calendar page.

Watchers get notified about changes without being responsible for the work itself. The reporter and everyone assigned are added automatically, and anyone else can add themselves.

Comments and mentions

Comments are the ticket's conversation and the record of why decisions were made. Use them instead of a private chat for anything you'll want to find again later.

Type @ and a name to mention someone. They get a notification even if they aren't otherwise involved in the ticket, which is how you pull a specific person in. Comments can carry file attachments and reactions too.

Moving work along

On a board, drag a card between columns to change its status. On the ticket itself, change the status field directly. Both write the same history, so the timeline always shows who moved what and when.

The timeline records every change to status, assignee, priority and due date, alongside the comments. If you're picking up someone else's ticket, read it from the bottom up to see how it got here.

Finding things again

The Tickets page is the master list, and it filters and sorts on every field above. Filters combine, so "assigned to me, high priority, not done" is a normal thing to ask for.

Your dashboard already answers the most common question, what's on my plate, so check there before building a filter from scratch.

Getting the right notifications

By default you hear about tickets assigned to you, mentions of you, and changes to anything you watch. If that's too much or too little, the Notifications page has a preferences screen where you pick exactly what reaches you and through which channel.