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 properties panel, use the field you want:
- Status → In Progress / Pending / On Hold / Resolved.
- Assigned To → 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. On a computer, each change is listed in the sidebar's Activity panel.

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.

On a computer, the sidebar's SLA panel shows two timers, First response and Resolution, under the name of the ticket's SLA tier. Each shows the time left, such as 45m or 3h. The colour tells you the state:

Green: on track, or Met once you've hit the target.
Yellow: the deadline is getting close.
Light red: the deadline is very close.
Solid red: overdue, shown with a plus sign, such as +2h.

The same timing shows as the SLA pill on rows in your inbox.

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 sidebar widgets show

On a computer, the ticket's right sidebar shows, from top to bottom:

The person the ticket is from, with their contact details.
Properties — status, assignee, team, priority, channel, category, and tags. Below the category you also see how confident the AI was in it, and the message's sentiment and language.
SLA — your first response and resolution timers, when the ticket has an SLA.
Workflow — the latest workflow run on the ticket and its progress.
Linked record — the record in your own system that this ticket is tied to, when it has one.
Connected apps — panels such as Recent Orders, Billing, and GitHub Issues. Each panel appears only when it has something to show. If no app is connected, you see "Connect integrations to see customer context" with a Set up link.
Activity — changes made to the ticket and who made them.
AI Trace — what Kit did on the ticket. It shows the outcome and each step with how long it took. Expand a step to see Kit's reasoning, the Input, and the Result.

On a phone, Details opens the properties only.

Asking Kit for help on a ticket

Click Ask AI in the ticket header to have Kit look at the ticket. The button shows Drafting… while Kit works, and it stays unavailable while Kit is waiting for an approval.

What comes back depends on what Kit does:

A drafted reply appears in the conversation as an AI drafted a reply card.
An action that needs your OK, such as sending a reply or adding an internal note, appears as an approval card in the conversation. It also shows in Needs your review for the agent assigned to the ticket. See the inbox approval flow.