Navigate to Tickets > Dashboard and click New Ticket. A ticket needs a title, a description, a type, and a priority. Types are incident, service request, task, change request, feature request, and question - pick whichever best describes the request. You can also add a category and tags at creation time.
A ticket moves through open, in progress, waiting on customer, waiting on vendor, resolved, and closed. The first four count as open for reporting and filtering purposes; resolved and closed do not. Change the status from the ticket's detail page, or update several tickets at once from the list.
Assign a ticket to a team member from its detail page. The assignee gets an email notification and an in-app notification on the bell in the top bar, and the ticket list can be filtered to show only unassigned tickets or everything assigned to a particular person.
Categories describe the area of your business a ticket belongs to, and each ticket can carry only one. Tags are your own free-form labels, and a ticket can have several - useful for cutting across categories when you need to find, say, every ticket related to a particular customer or issue.
Add a comment to a ticket to record progress or ask a question. Mark it visible to the requester when it should go out as a reply, or keep it internal when it's a note for your team only - the requester never sees internal comments.
Mark a ticket resolved once the request is handled. If the requester follows up afterward, the ticket reopens automatically. Closed is the final state - set it from the ticket's page once the conversation is done (see SLAs and Business Hours for how resolved and closed play with your SLA reporting).
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