Tickets

The room module Tickets turns a room into a private help desk: members open a ticket for their request, and the room's support team works on it – with replies, internal notes, a status, an assignee, a priority, categories with their own fields, canned responses, response times (SLA) and a rating at the end. Typical uses are an IT help desk in a company space or a support room in a community.

Tickets are private. A ticket is seen only by

• the person who opened it,
• people who were added to it (Participants), and
• the support team of the room – everybody with See all tickets, Handle tickets or Manage tickets.

Nobody else learns that the ticket exists – not in lists, counters, search, notifications or the activity feed.

Switching the module on#

In the room settings under Content, switch on Tickets. The room gets the tab Tickets. Tickets are for members of the space; external guests cannot use them. End-to-end encrypted rooms cannot have tickets.

Opening a ticket#

1. Open the Tickets tab and click New ticket.
2. Enter a Title (what is it about?) and describe the problem in Description – with formatting, @mentions, screenshots and files, just like a chat message.
3. Choose a Category if the room offers some. The form then shows the custom fields of that category, for example "Device" or "Order number"; fields marked Required must be filled in.
4. Click Open ticket (or press Enter). The ticket gets a number, for example #42.

Only the support team sets the priority. Your list shows your own tickets and the ones you were added to; Opened by me shows only yours.

Following your ticket#

Replies of the team appear in the ticket and as a notification. Answer in the field at the bottom (Reply). If sending a reply or a new ticket fails, your text and attachments stay. The ticket moves through these statuses:

• Close ticket in the ticket's menu ends it yourself, for example when the problem went away.
• A resolved ticket can be reopened for a few days (7 by default): reply, or choose Reopen. After that, open a new ticket.
• Participants: add colleagues who should follow the ticket. They see it and its replies like you; they can also remove themselves. Participants can also be removed when the ticket is full.
• Edit or delete your replies: the … menu on your own reply offers Edit and Delete. An edited reply shows (edited); deleting removes it and its attachments for everyone. Once a ticket is closed, its replies stay as they are. People with Manage tickets can delete any reply (recorded in the audit log).
• A reply marked via {bot} was posted by a bot in that person's name (see Bots and webhooks).
• Rating: once the ticket is resolved or closed, Coviqo asks How satisfied are you with the help? – one to five stars and an optional comment. You rate once and can change it for 7 days.

Working on tickets (support team)#

People with Handle tickets see every ticket of the room. The list shows status, priority, category, assignee, SLA state and New activity. Filter by Status (open, all or a single one), Priority, Category, Assignee (including Assigned to me and Unassigned) and SLA, search by title or #number, and sort by Newest activity, Newest tickets, Priority or SLA due date. A small statistic above the list shows how many tickets are open, unassigned and overdue, the average rating and the average time to the first response.

In a ticket you can

• answer with Reply – the person who opened it and all participants see it,
• write an Internal note – marked in yellow with a lock, only visible to the team,
• insert Canned responses – prepared texts with placeholders such as the name of the person or the ticket number,
• change Status, Priority, Category and the custom fields,
• assign the ticket to a person (Assignee) and optionally a Role / team,
• add participants,
• see every change under History.

The first public reply of the team moves a new ticket to In progress automatically. People with Manage tickets can also Merge into another ticket … (the ticket is closed and points to the other one; its people are added there) and Delete ticket.

Response times (SLA)#

With SLA targets switched on, every priority has a time for the First response and for the Resolution. The ticket then shows On track, Due soon or Overdue; while a ticket is Waiting for reply, the clock pauses. Overdue tickets can be filtered with SLA.

Ticket settings#

People with Manage tickets open Ticket settings in the tab:

• SLA – Use SLA targets, the hours per priority (empty = no target) and the Reopen window (days) for the person who opened a ticket (0 = never; the team can always reopen).
• Categories – name, colour and order.
• Fields – custom fields for all categories or one category: text, long text, number, selection, checkbox, date or link; optionally Required.
• Canned responses – title and text, with the placeholders shown in the dialog.

Permissions#

The permissions can be changed per role and per room like all other permissions (see Spaces and rooms). A person in a timeout cannot open tickets.

Notifications#

Under Settings › Notifications › Tickets you choose how you hear about new tickets (team), assignments, replies and status changes. Notifications only contain the ticket number and title, never the text of a reply.

Bots and tickets#

A space admin can allow a bot to work with tickets – for example to file tickets from a monitoring tool or to report overdue tickets. The bot needs the data access Read tickets or Write and change tickets (approved when the bot is installed, see Bots and webhooks) and ticket permissions in the room. Bots never see internal notes unless they may handle tickets, cannot be added as participants or assignees, and cannot read attachments.

Privacy#

Attachments of a ticket are visible only to the people who see the ticket (attachments of internal notes only to the team). They never appear in the room's Files tab, in search or in other features. Titles, descriptions and replies are stored encrypted. Your data export contains the tickets you opened or were added to with their public replies, everything you wrote and your ratings. If you delete your account, tickets and replies stay in the space under an anonymised name; your participations are removed and your rating comments are cleared.