Manage tickets
A ticket combines a customer enquiry and its entire message history.
Project, status, priority and assignment are visible in the ticket list.
Status
| Status | Meaning |
|---|---|
| New | Incoming ticket not yet handled |
| Open | Work is pending |
| In progress | Someone is actively working on it |
| Waiting for customer | A customer response is needed |
| Resolved | The issue has been addressed |
| Closed | Archived from the active inbox |
| Quarantine | Held for review |
Priority
Low, Normal, High and Urgent indicate the need for action. Change the priority directly in the list or in the ticket detail.
Queues and actions
Resolved and quarantined tickets do not appear in the regular inbox or the general status selector. Open them specifically through the Resolved or Quarantine tile. Closed work remains available in the separate Closed tickets archive.
Administrators can configure each project to move Resolved to Closed after a period and send the closure email. A separate second period, disabled by default, can permanently purge closed tickets including messages and attachments. See Project workflows and deadlines for controls and safeguards. Waiting for customer is not part of this automation.
The New ticket, Reload tickets and, for administrators, Fetch mail actions appear below the metric tiles and directly above the ticket list.
New ticket without an inbound email
Starting with 0.19, administrators and agents can use New ticket to begin a customer email themselves. Select the project, recipient, subject, priority and reply language, then write the first message. Tickessa creates the case, adds the ticket number to the subject and sends through the selected project's mailbox. If delivery fails, the case and recorded attempt remain available; submitting the same request again does not send a duplicate.
Use Reload tickets to refresh the list from the Tickessa database. Administrators can also choose Fetch mail. This immediately runs the protected mailbox cron and then reloads the ticket list automatically. The result message states whether new messages were imported or a mailbox reported an error.
If only part of a fetch succeeds, Tickessa names the affected mailboxes and shows a safe reason for each one. A successful connection test does not rule out later errors while reading individual folders, messages, or attachments.
Cron errors remain visible for the affected mailbox under Settings → Email. Active administrators also receive a warning email. Identical errors are sent at most once per mailbox within 24 hours; a successful fetch starts a new error period.
Unusual MIME structures in individual messages are handled defensively. If a message still cannot be read, the diagnostic code distinguishes reading the message from importing it afterwards.
Assign work
A ticket can be unassigned, assigned to you or assigned to another authorised person. Every row shows the assignment. Users can only see people and projects available to their role.
Conversation and history
The ticket detail contains messages, internal notes, attachments and recorded changes. Status, priority and assignment changes are logged by the server.
Use the selectors in the ticket list to change status, assignment and priority without opening the detail.