Working Tickets in the App
Use the Tickets area to triage incoming requests, collaborate with teammates, reply to reporters, and track work through resolution.
Find and organize tickets
Customer history in a ticket shows other tickets linked to the selected CRM Person, newest updated first. Shared email addresses do not combine different customers' histories. Choose Load more to see older tickets; select a ticket to open it. Changing or removing the customer updates this history. If loading fails, use Retry.
The ticket list supports search, status, assignee, and label filters. Use the quick filters for:
- My unresolved: open tickets assigned to you
- My team's unresolved: open tickets assigned to members of your People teams
- Unassigned unresolved: open tickets that still need an owner
Save frequently used search and filter combinations as presets. Saved presets are available on your other devices.
Ticket rows show the status, priority, type, assignee, reporter, labels, age, SLA warnings, and response or resolution times when available. New and updated tickets appear automatically.
Starter and Pro users can switch between the ticket list and Kanban board. Use People to group tickets by assignee and drag tickets between columns to reassign them.
Review ticket analytics
Pro users with permission to manage project tickets can open Insights to review:
- Backlog, created, closed, and reopened tickets
- SLA risk, breaches, and compliance
- Median first-response and resolution times
- Daily trends and breakdowns by status, priority, type, customer, assignee, and age
Choose a preset or custom date range, compare it with another period, and filter by assignee, customer, type, or priority. Active filters stay visible and can be removed individually or cleared together. Use Saved views for report setups your team reviews regularly.
Select a metric, chart point, daily value, or breakdown to open matching tickets in one reusable Insights results tab. Further selections update that tab instead of creating duplicates. Opening a result uses the normal ticket tab, while the report keeps its range, filters, scroll position, and chart state. On desktop, tabs can be dragged into a split view to keep the report and results side by side. You can also compare two assignees, customers, priorities, or ticket types in the same period.
Use annotations to explain incidents, staffing changes, SLA adjustments, or workflow changes on trend charts. Copy report link shares the selected range, comparison, filters, and section. Export creates CSV, PNG, or PDF reports; image and PDF exports use your workspace branding.
Open Methodology for metric definitions, data coverage, timezone, and freshness. Today may be partial. Insights starts collecting history when the project is activated and does not backfill earlier activity. If a report needs more data, Bnder explains what is missing and suggests clearing filters or trying another range.
Create a ticket
Editing a customer's CRM profile or updating it through a form keeps their Discord and Slack account links. Merging customers carries the linked accounts over to the remaining customer, so later tickets can still find that person.
Enter the ticket's title and any required fields, then select Create ticket. Missing required fields are marked directly in the form.
Depending on project settings, you can set:
- Description, type, priority, and status
- Assignee and SLA
- Customer and reporter details
- Additional notification email addresses
- Labels and template fields
Ticket types and required template fields come from project settings. Untouched projects use General by default; configured projects follow their selected default or require you to choose a type.
Use the Customer field to search CRM People without loading the full workspace directory. Selecting a Person creates the ticket on their behalf and fills the requester name and primary email; you can clear the selection to create a ticket without a linked customer. The selected customer's saved contact receives notifications by default. Turn on Use different reporter contact only when the ticket should stay linked to that customer but another person should receive the updates.
CRM People are the only customer records. New reporters arriving through email, a Bnder Page, Discord, Slack, or the API reuse the one active Person with the same verified identity or create a Person. If an email matches multiple active People, Bnder never guesses or combines their customer histories.
New tickets do not restore archived customers or recreate merged customers. If only archived or merged customers match, the ticket remains unlinked and their saved details stay unchanged. Review the customer in CRM, then explicitly link the ticket to the appropriate active customer. Calendar bookings use the same protection when automatic customer creation is enabled.
Changing a ticket's title, status, or other ordinary fields keeps its saved reporter contact, including a previously confirmed different contact. Later changes to the customer's CRM contact do not silently replace it. Selecting a different customer fills that customer's contact by default; use Use different reporter contact when intentionally choosing another recipient.
Discord and Slack customers do not need an email address when the ticket's channel account matches their CRM identity. You can link and edit these tickets without a contact override; replies continue through the original channel. Selecting another recipient still requires explicit confirmation.
The Customer picker and general CRM links share the same selection. Removing a Person from either picker removes that link when saved; it is not added back. If other People remain linked, the first Person is the primary customer.
Work in ticket detail
Open a ticket row to view and update the complete ticket. Existing-ticket changes save automatically; the header shows whether changes are saving, saved, or failed. Updates made by other agents appear automatically.
Use Assign to me to take ownership quickly. If your workspace uses virtual coworkers for Customer Support, eligible coworkers also appear in the assignee list.
Customer-linked tickets can show customer details, related tickets, portal visibility, and a public portal link.
Archiving a customer does not prevent you from editing their existing tickets or tasks. Existing customer links stay in place. New links must point to an active customer; if you remove an archived customer's link, you cannot add it back while that customer remains archived.
Replies and internal notes
Use Public reply when the reporter should receive the message by email or see it in the customer portal. Use Internal note for information that should remain visible only to workspace members.
You can mention workspace users with @username. Mention and assignment
notifications follow the recipient's workspace notification channel and
settings.
Public replies and internal notes can include attachments. Workspace file-type, size, storage, and malware-scanning limits apply. Files that were not scanned successfully cannot be opened by public users; workspace admins can retry a failed scan.
Link related work
The Linked Resources section connects a ticket to tasks and knowledge documents. Start typing to search, then select a result. You can also create a new linked task directly from the ticket.
Use Child Tickets, Duplicates, and Related Tickets for ticket-to-ticket relationships. For incident and duplicate workflows, see Master Tickets.
When a resolved or rejected ticket contains reusable knowledge, Pro workspaces can use Create knowledge draft. Bnder opens a structured document draft and links the saved document back to the ticket.
Activity
The Activity section records who changed a ticket, when it changed, and the visible before-and-after values.
Automatic status changes
Depending on project configuration:
- A reporter reply can reopen a resolved ticket.
- An agent's public reply can move the ticket to Waiting on reporter.
- A reporter reply can move a waiting ticket back to the configured in-progress status.
- The assigned agent is notified when the reporter sends a new public message.
- A newly assigned agent is notified, except when assigning the ticket to yourself.
- Completing the final open task linked to a ticket can offer to resolve the ticket.
SLA warnings depend on the ticket age and the project's SLA settings.
New-ticket alerts
Project admins can enable new-ticket alerts per member under Project Settings → Members. Notifications use Slack DM, Discord DM, or email according to the workspace type. People are not notified about tickets they created themselves.
Discord ticket workflow
The Ticket Manager Discord bot supports creating and working with tickets directly in Discord:
Create a ticket
List my tickets
List support queue
Show ticket details
Reply publicly to a ticket
Update ticket status
Assign ticket owner
Add internal note
Reporter commands are available to regular users. Agent commands require the
project's MANAGE_TICKETS permission.
If a ticket type requires template fields, Discord opens a form for supported fields. Required file fields must be completed through the public ticket page. Replies to Discord-created tickets direct the reporter to the public ticket thread.