Interface and navigation
Tickessa's home screen focuses on conversations that need attention.
Project, status, priority and assignment are visible in the ticket list.
Main areas
- All inboxes brings together active ticket work.
- Knowledge & snippets contains articles, reusable replies, knowledge candidates and the local search index.
- Team & permissions manages accounts, roles and project access and is restricted to administrators.
- Settings contains projects, plugins, the portal, forms, colours, email, language-specific email templates, workflows, AI providers, AI quality, quarantine, trash and system status.
- Project buttons open the inbox with a fixed project filter.
- The coloured version number next to the language selector opens the update area inside Tickessa for administrators. Green means current, red identifies a confirmed newer version, and grey means that a reliable check is currently unavailable.
On smaller screens, the bottom navigation contains the main areas. Additional areas are available under More. The language selector changes the interface without translating existing ticket or knowledge content.
Inboxes
All inboxes shows active tickets from every project available to your account. Selecting a project opens the same view with that project filter.
The figures above the list are also filters:
- New shows incoming tickets that have not been handled.
- Open shows cases waiting for support work.
- Waiting for customer shows cases that require a customer response.
- Urgent shows tickets with urgent priority.
- Resolved and Quarantine are separate queues and appear only after selecting their respective tile.
- Personal review contains cases explicitly scheduled for personal follow-up.
- Unanswered shows overdue customer requests without a support reply.
Closed tickets are hidden from the active inbox and available under Closed tickets.
Free-text search narrows results by ticket number, subject, sender and content. Project, status and priority filters apply alongside queue filters.
Directly below the tiles are New ticket, Reload tickets, and, for administrators, Fetch mail. The first starts a customer email without a previous incoming message. The second reloads the current database state. The third runs the protected mailbox import and then reloads the ticket list.
See the function reference for a complete mapping of areas, controls and roles.
Ticket rows
Each row shows the subject, sender, project, status, assignment and priority. Authorised users can change the last three directly in the list.
The left edge and subtle row tint follow the status colour. Administrators can configure the installation's palette.
Mobile use
Swipe left on touch devices to reveal Spam and Delete. The visible dots button offers the same actions for mouse, keyboard and users who cannot swipe.
Only an administrator can release a held conversation under Settings → Quarantine. A normal status change cannot bypass this decision.