Tickets: How-to guides

Recipes for finding tickets and managing one. For the overview, see Working tickets: getting started.

ℹ️ Collaborators can read tickets and add internal notes. They can't change properties, split messages, run workflows, or mark spam.

How do I filter the ticket list?

Goal: Show only the tickets you care about.

On All Tickets, use the dropdowns: All statuses, All priorities, All categories, and All agents. Pick Unassigned in All agents to find tickets nobody owns.
Combine them with the Search tickets... box to narrow by text.
Click Clear to reset the list. It appears once a filter or search is active.

Result: The list and the count update to match. Filters combine, so a ticket must match every filter you set.

How do I sort the list?

Goal: Order by number, customer, status, or date.

Click the #, Customer, Status, or Date column header. Click the same header again to reverse the direction. The small arrow beside the active column shows which way it is sorted.

How do I change a ticket's status, priority, or assignee?

Goal: Update a ticket's properties.

Open the ticket. On a phone, tap Details.
In the sidebar's This ticket group, use the field you want:
- Status → In Progress / Pending / On Hold / Resolved.
- Assignee → search and pick an agent, or choose Unassigned.
- Team → pick a team, or No team. A new team also sets the assignee to whoever that team's assignment setting picks, which may be nobody.
- Priority → Urgent / High / Medium / Low.
- Category and Tags → set the category and subcategory. Add tags with + and remove one with the × on the tag.

Result: Changes save immediately. Each change is listed under History, in Activity, at the bottom of the sidebar.

To close a resolved ticket, open the ⋯ menu in the ticket header and choose Close ticket.

How do I read the SLA timer?

Goal: Know how long you have.

In the sidebar's This ticket group, the SLA row shows one pill for each target, first response then resolution, such as Resolution due in 47m. It updates every minute. The color tells you the state:

Green: on track, or met on time, such as First response met.
Yellow: the deadline is getting close.
Light red: the deadline is very close.
Solid red: overdue, such as Resolution 3h late.
Amber: met, but after the deadline, such as First response met · 2h late.

When a deadline is close or has passed, the same pill also shows in the ticket header, after the ticket number and category. Hover over it to see the name of the ticket's SLA tier. After a resolved ticket is reopened, the first-response target is named Follow-up reply.

Rows in your inbox show the time left as a short pill, such as 45m, or +2h once overdue.

How do I watch a ticket?

Goal: Follow a ticket you're not assigned to.

On a computer, click the eye button in the ticket header. Click it again to stop watching. The number next to it is how many people are watching. Click the number to see who they are and manage the list.

Result: You stay in the loop on the ticket without owning it.

How do I split a message into a new ticket?

Goal: A customer raised a second, unrelated issue in one thread.

Open the ⋯ menu on the customer's message. On a computer, it appears when you hover over the message.
Click Split to new ticket.
Optionally type a New ticket subject, then click Split ticket.

Result: LittleDesk creates a new ticket with a copy of that message and opens it. The original message stays in the first ticket, which notes that it was split. The new ticket shows a Split from #… button in its header that takes you back.

Splitting is available on replies from the customer, not on the first message.

How do I run a workflow on a ticket?

Goal: Apply a workflow by hand.

If manual workflows exist, click Run workflow in the ticket header on a computer and pick one from the menu. The sidebar then shows the workflow's progress under its name, with a status such as Running or Completed. Expand it to see its steps. See Workflows for building them.

How do I mark a ticket as spam?

Goal: Keep junk out of the inbox.

Open the ⋯ menu in the ticket header and choose Mark as spam. If a banner says "This ticket may be spam", click Confirm spam instead.
In the Mark as spam? box, click Confirm spam.

Result: The ticket closes, and the sender is blocked straight away. Future emails from that sender are marked as spam. Admins can review blocked addresses in Blocked Senders.

To undo it, choose Unmark as spam from the same menu. On a possible-spam banner, click Not spam. Either one removes the spam mark and lifts the block this ticket created. The ticket stays closed. Click Reopen if you need to work on it.

What the ticket sidebar shows

The sidebar on the right of a ticket has three groups, always in this order: This ticket, Customer and History. On a phone, tap Details in the ticket header. Ticket Details opens with the same three groups, in the same order.

This ticket holds the ticket's own fields. Change any of them in place, and the change saves straight away.

Status, Assignee, Team, Priority, Category and Tags. A draft's status can't be changed by hand, because its first message sets it.
Under Category, one line says how the category was set. When the AI chose it, the line gives the AI's confidence: High confidence, Medium confidence or Low confidence. When someone on your team chose it, the line reads Category set manually. If the line includes why, click it to see the AI's reasons, such as a phrase from the message, and the runner-up category. On a low-confidence guess, click Confirm category to keep the category.
SLA, when the ticket has a service level agreement (SLA): first response, then resolution. Each reads like Resolution due in 47m, First response met or Resolution 3h late, and counts down on its own. A target met after its deadline reads like First response met · 2h late. When a deadline is close or has passed, it also shows in the ticket header, after the ticket number and category.
The ticket's latest workflow runs, each with its progress and steps. Click a run's name to hide or show its steps.
Linked: the record in your own system that this ticket is tied to, when it has one.

Customer shows who the ticket is from and what your connected tools know about them.

The customer's name. Click it for a menu with Open contact, Change requester and Connect to another profile. Above those, the menu holds the customer's names. Click the name to rename it, and Revert to go back to the original. Known as lists the names your tools use for the customer, which you can't edit here. Your aliases holds the names your team adds with Add an alias….
When the sender is on more than one customer's profile in your tools, the group shows a section for each customer, headed by its name. Click a heading to manage that customer's names. A line between the sections says the customers are separate.
Their email address and other contact methods. A pill marks a method that isn't the ordinary case: Replies here on the address a reply goes to when it isn't the one they wrote from, Shared line on a number several people hold, and Shared mailbox on a role address such as info@. Hover over a pill to see why.
When an email looks forwarded, the note "This looks like a forwarded email. The requester may be wrong." with a Change requester link.
Money to notice, one line each, such as an overdue invoice or a payment that failed. Click View › to open that tool's row at it.
What replies to this customer can include, such as "Replies to them can include what's in Odoo and Shopify." When their address is on no profile in your tools, the line says so and offers a link to connect them to a profile. LittleDesk checks your tools for the customer's exact address when an email arrives on their ticket. If a tool couldn't be checked, or hasn't been yet, the line says that instead, and a later email checks again.
One row for each connected tool: Shopify, Odoo, Xero and Stripe. A closed row shows one summary line, such as "9 orders · €1.8K spent · last Jun 23". Click a row to open it. LittleDesk remembers which rows you keep open, for you, on every ticket. When the customer is connected to their profile in a tool, that tool's open row starts with what replies can include from it.
- Shopify: recent orders, with the newest opened to its items.
- Odoo and Xero: the account summary and recent records. Insert outstanding statement puts the statement in your reply. Use the arrow beside it to choose Statement + PDFs, Statement only or PDFs only. When the account is fully paid, there's nothing to insert. View full account shows everything, and Open in Odoo or Open in Xero opens the tool.
- Stripe: what the customer owes you or holds in credit, and their recent charges.
A tool that couldn't load says so in its row, with Retry. Tools that found no match are named in one line, such as "Not found in Shopify or Stripe."
A link such as 2 other people can get these details →, when anyone else can. It opens People who can get these details, which shows who they are and how each one got access. From there you can remove someone, or stop trusting a sender whose address may have been hacked.
When no tool is connected yet, admins see "Connect your tools to see customer context." with a Set up link. Click × to hide it. It stays hidden for you on every ticket.
Open customer profile → opens the customer's contact page.

Collaborators see the customer and the tool rows, without the names, what replies can include, or who else can get the details.

History sits at the bottom.

Activity: changes made to the ticket and who made them.
AI Trace: what the AI did on the ticket. Its heading gives the number of runs, and says when the latest is running or awaiting approval. Open it to see the outcome and each step with how long it took. Expand a step to see the AI's reasoning, the Input and the Result.

History, Activity and AI Trace all start closed. Click a heading to open or close it, and LittleDesk remembers your choice. If nothing has happened on the ticket yet, there's no History group.

A customer message the AI has read shows its own sentiment and language in its header, beside how it arrived, such as Frustrated and Spanish, so you can see where the customer's tone changed. Messages from before this feature, messages you logged by hand, and messages on muted or spam tickets or in a workspace with the AI turned off show neither.

Asking the AI for help on a ticket

Click AI in the composer, beside Reply, Log and Internal Note. Type what you want the AI to do on the ticket, up to 2,000 characters, and click Send. Only your team sees what you type there, and the AI still asks before anything that needs approval. Owners, admins and agents have the AI tab; viewers and collaborators don't.

While the AI works, the ticket header shows AI with a running timer, the line under the composer says the AI is working, and while it works through a plan, the conversation says which step it's working out. You can send another message meanwhile, and the AI takes it up when it's done.

When the AI needs you, the header reads Waiting and the AI tab shows what it's waiting on:

The AI asks: a question. Type your answer and click Go.
The AI proposes, or a step of its plan such as The AI's plan · Step 2 of 4: an action that needs your OK, such as tagging the ticket, with Approve and Reject. For a reply, you see the AI's draft with Send reply and Edit. To have the AI do something else instead, type it and click Go.

While Reply, Log or Internal Note is open, the conversation shows a line saying a decision is waiting, with Open to go to it. The AI tab reads AI · 1 waiting then too.

What the AI does shows in the conversation:

A drafted reply appears as an AI drafted a reply card.
An internal note the AI writes appears straight away, without an approval. See How do I mark the AI's note not relevant?
Its plan and each step's progress appear as lines from The AI. Click Show plan to see every step and where it stands.
A record the AI checked in a connected tool, such as an order in Shopify, shows what it found in one line. Click Show details for the record itself.

When you open a ticket, the AI's earlier work there is folded to one line saying what it did, such as The AI · 2 instructions from Jordan Lee · a note for the team · checked #1001 in Shopify. Click Show to see it all in place. What needs you stays in view: a question, something the AI couldn't do, a change it made, a suggestion such as setting the priority, and the line for a decision that's waiting. What the AI does while you have the ticket open stays in view too, and folds the next time you open it.

If the AI can't work out a step of its plan, the conversation says so, with Try again. A red AI stopped before finishing block means it stopped partway, for example because of a problem on our side. The block says how far it got, and whether it sent a reply or changed anything. To ask the AI again, press Try again on the block. If the AI stopped before it could add the block, Try again is on its message in the conversation instead, and while a plan is under way it's on the plan's line. When a workflow's step stopped, the block has Retry step, which runs that step again. Nothing tries again by itself, and while the AI is waiting for a decision from you, that decision comes first, so there's no Try again.

When the AI stopped on a step of its plan, the conversation's line for that step ends stopped before finishing. That step may already have been done. When you press Try again, the AI checks first: if the step was done, it marks it done and goes on, and if it wasn't, it does it again, asking you first if it needs your OK. Some steps it has no way to check, such as a draft order, a note on an order, or a reply, so it does them again. A refund at a guest checkout is marked done when the whole charge it asked you about has already been refunded, and otherwise asked for again. If it stopped before asking you, and the charge was refunded since, the AI says so and the plan waits: tell the AI to end the plan. Check before you approve or send, so nothing is done twice.

You can't send to the AI when the ticket is closed: reopen it first. When your workspace's plan doesn't include the AI or has it paused, or the AI is switched off in your workspace's AI settings, the AI tab shows no box to type into. It says why, and what to do: an admin gets a button to the billing page or the AI settings, and everyone else is told to ask an admin. A step the AI gave you has no "Can't do it?" box then either: pass the step on, or mark it done when it's handled.