This guide covers how to create Tickets, work through your queue, and stay on top of the requests that matter to you.
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Creating a Ticket
There are a few ways a ticket can be created:
Manually: Click Create in the global create menu, or use + New Ticket from the ticket overview.
When you create a ticket manually, you'll be asked to fill in the following fields:
Subject
- Description
- Priority: Low, Normal (default), High, or Urgent
- Requester email (client email)
- Assignee (internal team member assigned to work on the ticket)
- Labels (labels already configured in your Admin Panel will be available here)
Note: All tickets created this way default to the Open status, which can be edited later from the Ticket's details.
From an inbound email: Any email sent to your workspace's support address automatically becomes a ticket. See Email Support and Auto-Replies for details.
Via API: Tickets can also be created programmatically. These are labeled with an API channel tag in the ticket's details.
Viewing your Tickets
Tickets offers two ways to view your queue. In the top navigation, click into Tickets > All Tickets to view all tickets in either of the following formats:
List view:
A table of tickets grouped by status (Open, In Progress, Waiting on Customer), with columns for ID, subject, SLA, and related project (if any). Optional columns let you choose to display requester, assignee, priority, created date, and labels.
Board view:
A kanban-style board with one column per status. The board view shows all statuses — Open, In Progress, Waiting on Customer, Resolved, and Closed. (Resolved and Closed tickets don't appear in the list view.)
Drag and drop a ticket card to move it between statuses.
Filtering and saving views
Use the filter panel to narrow your queue by status, priority, SLA, assignee, client/requester, label, created date, and last updated.
Active filters are displayed as a count on the Filter button, so you always know which filters are applied. If you find yourself using the same filters frequently, save them for quick access later.
Quick-filter shortcuts are also available for common views, such as filtering by priority and assignee.
Both views support the same filters, so you can switch between them without losing your place.
Searching for a Ticket
Use the search bar within Tickets to find a ticket by subject or ID.
Note: If you create a task on a ticket and link it to a project, that task will appear in Forecast's global search. However, the ticket itself will not, you'll need to search within Tickets to find it.
Ticket details at a glance
When you click into a Ticket, its details include:
Status: Open, In Progress, Waiting on Customer, Resolved, or Closed
Priority: Low, Medium, High, or Urgent
SLA indicator: A color-coded pill showing SLA status at a glance
Assignee: The person responsible for the ticket
Requester: Contact who requested the ticket
Project: Related project (if any)
Labels: Free-form tags for categorizing tickets (available labels are configured in Admin Panel > Labels)
Custom Fields: Custom fields available on tickets (configured in Admin Panel)
Channel: How the ticket was created — API, Manual, Email, Phone, Chat, or Internal
Created: When the ticket was created (e.g., 51 m ago)
You can edit ticket details using inline editing.
Note: SLA status is calculated automatically. You don't need to track timing yourself. See Understanding SLA Tracking for more detail.
The Ticket workspace
Opening a ticket gives you seven tabs:
- Overview
- Activity
- Stream
- Attachments
- Time
- Tasks
- Related
What each tab is for:
Tab |
What it's for |
|---|---|
Overview |
An AI-generated summary plus the ticket description, for quick situational awareness |
Activity |
A full timeline of everything that's happened on the ticket |
Stream |
Where you read and reply to the conversation with the customer |
Attachments |
All files shared on the ticket, with uploader, date, and size |
Time |
Shows time logged on tasks related to the ticket, including: total logged, billable hours, entries, and details for each entry — task, person, role, date, note, and hours. |
Tasks |
Can add new tasks or link existing tasks from this view. Shows how much time has been logged on linked tasks, and gives you the option to log time directly, and displays the related project details. |
Related |
Shows related work for the ticket - another ticket, child ticket, or project - including title, status, and project owner. |
Watch a Ticket
If you want updates on a Ticket you're not assigned to, click Watch from the Ticket header or the Watchers panel. You'll see the watcher count update immediately.
Watchers get notified when status, assignee, priority, or comments change.
Working with Custom Fields on Tickets
When Tickets are enabled for your workspace, a new Tickets dropdown will appear in the Admin panel under Custom Fields.
Custom fields on tickets support all field types: free text, dropdown, integer, decimal, and date. They will appear on the Ticket's details page.
Note: Custom fields on Tickets are not available in Advanced Analytics in this release.
Where to go next
Tickets is available as a paid add-on module. To enable it for your team or talk through pricing, reach out to your Account Manager.
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