Ticket System Overview

The ticket system helps teams handle support requests from inside the app and from public pages.

For a product-level overview of how tickets connect with tasks and public knowledge, see the public tickets page at /tickets.

What the ticket system includes

  • A ticket list with filters, labels, SLA warning chips, and live updates
  • A ticket detail view with conversation, links, attachments, and custom template fields
  • Immutable ticket audit timeline in the ticket detail Activity section, plus CSV export for compliance/reporting
  • Workspace and project ticket settings (statuses, SLA, templates)
  • Multi-step SLA targets (first response, next response, resolution) with warning + breach handling
  • Public ticket creation and public ticket thread pages on your Bnder page domain
  • Email notifications with unsubscribe links

Pro seats and existing resources

Personal Pro actions follow the acting member's seat. A member needs their own Pro seat to send an external email reply or use another personal Pro-only ticket action.

Connecting a new support mailbox, creating an SLA policy, or connecting a custom domain also requires the configuring member to have a Pro seat and the workspace to have available capacity. Existing configured mailboxes continue receiving messages, existing SLA rules continue measuring time, and existing domains remain reachable after a downgrade. Creating another resource still requires the current entitlement and capacity.

Workspace vs project settings

  • Workspace Ticket Settings
    Manage shared ticket workflows, templates, SLAs, mailboxes, and portal behavior. Customers are managed once in CRM.
  • Project Settings -> Tickets
    Configure public intake toggle, public links, statuses, SLAs, enforced templates, and template definitions.

Permissions

To manage tickets in the app, users need the MANAGE_TICKETS permission.
See Permissions.

Quick start

Every new ticket channel matches its reporter to one CRM Person. Bnder creates that Person automatically when no exact email or connected Discord/Slack identity exists. Duplicate matches are left unlinked and added to CRM's duplicate-review queue instead of being guessed or merged.

  1. Configure ticket settings and public intake: Ticket Setup
  2. Train agents on day-to-day usage: Working Tickets in the App
  3. Coordinate incidents and duplicates: Master Tickets
  4. Share public ticket links: Public Ticket Portal
  5. Set up email reply routing: Ticket Email Routing
  6. Check common edge cases: Ticket FAQ
  7. Use Discord command reference: Discord Commands -> Ticket Commands