Support tickets

Create tickets for customers and colleagues, reply with public replies or internal notes, resolve, merge, split and escalate them.

Support tickets track requests and problems from your customers’ contacts and from people inside your organization. Each ticket has a number, a status, a priority and an assignee, and it keeps everything about the case in one place: internal notes and public replies, its resolution history, satisfaction scores, linked knowledge base articles and the project or work item that fixes the underlying issue.

Key concepts#

Ticket number: A number unique within your organization, such as SUP-42, assigned when the ticket is created.
Requester: Who the ticket is for: a customer contact (chosen by customer, then contact) or an internal user (a member of your organization).
Internal note: A comment for your team only. The default for every new comment.
Public reply: A comment meant for the requester. The first public reply on a ticket counts as its first response for SLA purposes.
Resolution: A summary (and optional code) of how the ticket was fixed. Every resolution is kept, even if the ticket is reopened and resolved again.

Who can use it#

Permissions

ticket.viewticket.createticket.manage

ticket.view shows Support in the sidebar and lets you open tickets, read comments and record satisfaction scores. ticket.create is needed to create a ticket. ticket.manage adds the Status, Assignee, Priority and Category controls, Resolve and Reopen, and the Links & actions panel (link, merge, split).

The ticket list#

Select Support in the sidebar. Each row shows the ticket number and subject, then the priority, category (if set) and the date it was created, with a status badge on the right. Select a row to open the ticket.

To narrow the list, open the All statuses filter and choose a status. To see every status again, reload the page.

If you manage queues, SLA policies or tickets, a Settings button takes you to Support settings.

Create a ticket#

Select New ticket
It’s at the top right of the Support page.
Describe the problem
Enter a Subject (required, up to 255 characters) and, optionally, a Description.
Choose the requester
Under Requester, pick Customer contact and choose the customer, then the contact; or pick Internal user and choose a member of your organization.
Set priority and type
Priority is free text and defaults to normal; use your team’s agreed values, such as low, normal, high and urgent. Type is one of question (the default), incident, service request, problem or feature request.
Select Create ticket
The ticket appears at the top of the list with the status Open.

Note

If the requester’s customer has an active service contract with an SLA policy, that policy is applied automatically when the ticket is created. See Which SLA policy applies.

Work a ticket#

The ticket page shows the subject and number, the description, and a summary line with the priority, category and assignee (or Unassigned). With ticket.manage you also get these controls:

Change status or assignee#

Choose a new value from Status or Assignee. The change is saved immediately. The assignee list includes every member of your organization.

Change priority or category#

Type the new value into Priority or Category (the boxes show the current values as hints) and select Save. Empty boxes are ignored, so a value can be changed but not cleared.

Add an internal note or a public reply#

Write in the comment box
At the bottom of the ticket, type in the box that reads “Add a reply or internal note…”. Type @ to mention a colleague.
Choose the visibility
Leave Internal note selected for your team, or switch to Public reply for text meant for the requester.
Select Post
The comment appears with an Internal note or Public reply badge.

Public replies aren’t emailed from the comment box

Posting a public reply records it on the ticket and starts the first-response clock, but doesn’t send it to the requester. There’s no customer portal, so customers don’t see tickets in UnitX. Send the reply to the customer by email as well. See Email.

Resolve a ticket#

Select Resolve
Shown while the ticket isn’t resolved or closed.
Write the resolution
In Resolve this ticket, enter a Summary of what fixed it (required) and, optionally, a Resolution code your team uses for reporting, such as config-fix.
Select Resolve
The ticket becomes Resolved, and the summary appears under Resolution history. If an SLA was running and hadn’t been breached, it’s marked as met.

Tip

Always resolve with the Resolve button rather than choosing Resolved in the Status list. Only the button records a resolution summary and marks the SLA as met.

Reopen a ticket#

On a resolved or closed ticket, select Reopen. The ticket goes back to Open. Earlier resolutions stay in the history, and the SLA clock follows the policy’s reopen behavior.

Links & actions#

Escalate to a project or work item#

When a ticket needs engineering work, link it to where that work is tracked:

Link a project…: choose a project and select Link.
Project… then Work item…: choose the project, then the work item, and select Link. The work item also records this ticket as its source.

Once linked, the panel shows “Linked project:” or “Linked work item:” instead of the picker. A ticket has at most one of each, and a link can’t be changed from the ticket page. Create the work item first in the project if it doesn’t exist yet.

Merge a duplicate ticket#

Open the duplicate
Merge from the ticket you want to close.
Choose the ticket to keep
Open Merge into… and pick the ticket that should carry on.
Select Merge and confirm
The confirmation explains that this closes the current ticket and moves its comments to the other one. Select Merge.

The merged ticket is closed and shows “This ticket was merged into another ticket and is now closed.” Only comments move. The target ticket’s fields aren’t changed, and a merge can’t be undone.

Split off a new ticket#

When one ticket turns out to contain two problems, select Split, enter the New ticket subject and an optional Description, and select Split. The new ticket copies the requester, priority and category, and you’re taken to it. The original ticket is left as it was, and comments aren’t copied.

Knowledge base articles#

The Knowledge base articles section lists articles linked to the ticket. Select Unlink to remove one. If you can create and edit documents, you can write up a fix on the spot: enter an Article title and optional Summary and select Create & link. This creates a new knowledge base article and links it. Fill in its content later in Knowledge.

Status reference#

Status	Meaning	SLA clock
Open	New or being worked on.	Running
Pending	Waiting on the customer.	Paused; resumes when the status changes
Resolved	Fixed. Satisfaction can be recorded.	Met, if resolved in time with Resolve
Closed	Finished, including merged tickets.	Stopped
Cancelled	Not going ahead, for example raised in error.	Not stopped: breach checks still include it. Close the ticket to stop the clock.

Current limitations#

The ticket page doesn’t show the SLA status or due dates. Use Check breaches now to find breached and at-risk tickets.
The New ticket dialog doesn’t offer a queue or a ticket template, and tickets can’t be deleted.
The list can only be filtered by status; there is no search or sort.
An assignee can be changed but not removed.

FAQ#

Why don’t I see the Status and Assignee controls?

They need ticket.manage. With only ticket.view you can read tickets, comment and record satisfaction.

Why is the Contact picker disabled?

Choose the customer first. If the customer has no contacts, add one on the customer’s page.

I merged the wrong ticket. Can I undo it?

No. Comments have moved to the other ticket. Reopen the merged ticket if you need it open again, and copy across anything that belongs to it.

Still stuck? Search the docs with ⌘K, open Help inside UnitX, or contact support.