Skip to main content
Documentation / Tickets

Documentation

Tickets

Tickets are the core of Escalated. Each ticket is a long-lived state machine with a full conversation history, priority levels, assignment tracking, and SLA monitoring.

Note: Every ticket gets a unique reference (e.g., ESC-00001) and supports custom statuses, priority levels, department assignment, tags, SLA tracking, and rich conversations with file attachments. All data lives in your database.

Ticket types

Every ticket has a type that describes the nature of the request. Set the type from the ticket sidebar or during creation.

  • Question -- The requester is asking for information. No underlying fault exists.
  • Problem -- Something is broken or not working as expected. Problems can have many linked incidents.
  • Incident -- A single occurrence of a known problem. Link incidents to a parent problem to resolve them together.
  • Task -- An internal to-do item that may or may not originate from a customer request.

Ticket type is available as a condition in automations, macros, and SLA policies.

Searching tickets

The search bar at the top of the ticket list performs a basic search across four fields:

  • Subject
  • Reference (e.g., ESC-00042)
  • Description body text
  • Requester name or email

Type a keyword and press Enter to filter the list instantly.

Click the filter icon next to the search bar to open the advanced search panel. Combine any of the following filters:

  • Date range -- filter by created or updated date
  • Tag name -- match tickets that have a specific tag
  • Requester -- filter by requester name or email
  • Has attachments -- show only tickets with file attachments

Filters stack with AND logic. Remove a filter chip to broaden results.

View tabs

The ticket list includes tab views for common workflows:

  • All Tickets -- every ticket in the system (filtered by department if applicable)
  • Assigned to Me -- tickets where you are the assigned agent
  • Unassigned -- tickets with no agent assigned
  • Urgent -- tickets with urgent or high priority
  • SLA Breaching -- tickets that have breached or are about to breach an SLA target
  • Following -- tickets you are following as a follower

Column configuration

Click the gear icon in the top-right corner of the ticket list to toggle visible columns on or off. Choose which columns to display -- for example, requester, department, SLA status, last reply, or tags. Your column preferences are persisted in your browser's local storage, so they survive page reloads and sessions.

Bulk actions

Select multiple tickets using the checkboxes and apply batch operations such as status changes, reassignment, tagging, and more. See Bulk Actions for the full list of available operations.

Advanced ticket workflows

  • Ticket merge flow to combine duplicates while preserving history
  • Linked tickets for related incident/problem workflows
  • Side conversations for parallel internal/external coordination
  • Light-agent support for restricted operational roles
  • Custom field forms with conditional rules based on ticket context