Working with Tickets on the Board

The ticket board

The Tickets tab is your operational board. It shows every active ticket in your workspace — everything except Archived — as a set of cards you can scan, open, and act on. The board is where day-to-day support work happens.

Tickets are sorted so the most urgent work rises to the top: Urgent first, then High, then Normal, then Low, and within each priority the newest ticket appears first. That means the card at the top of the board is the highest-priority, most-recent ticket you have open.

Anatomy of a ticket card

Each card summarizes the ticket at a glance:

• Subject — the ticket title.
• Status — New, Triage, Open, Waiting on Customer, Waiting Internal, Resolved, or Closed.
• Priority — Low, Normal, High, or Urgent.
• Queue — the routing bucket and its owner team, if the ticket has been routed.
• Requester — who raised it (display name and email, when provided).
• SLA posture — the ticket's breach risk (Healthy, Watch, High, or Breached) and how long until its target window closes.
• Ticket key — a short human-readable identifier you can quote in conversation.

Opening and reading a ticket

1. Click a card to open the ticket's detail view.
2. Read the description (the original message) at the top.
3. Scroll the thread to see the full history — replies, routing, status changes, and any satisfaction rating.
4. Check the SLA panel for the target window and current breach risk.

Editing a ticket

From the detail view you can change any of the ticket's fields:

1. Open the ticket.
2. Update the field you need — status, priority, severity, category, assigned team, assignee, due date, or the requester details.
3. Save. StretchSupport records the change as an event on the thread (for example "Status changed to Open" or "Ticket assigned"), so there's always an audit trail of who changed what.

Important: Changing the status or the assignee writes a specific event (ticket_status_changed or ticket_assigned). Other edits record a general ticket_updated event. This is why the thread sometimes shows more entries than just replies.

Changing status

Status is how you move a ticket through your workflow. The full ladder is:

1. New — just arrived, not yet looked at.
2. Triage — being categorized and prioritized.
3. Open — actively being worked.
4. Waiting on Customer — you've replied and need something back.
5. Waiting Internal — blocked on another team.
6. Resolved — fixed, pending confirmation.
7. Closed — done and confirmed.
8. Archived — removed from the board (soft-delete). Archived tickets no longer appear anywhere in the console.

When a ticket reaches Resolved, Closed, or Archived, its SLA timer stops and the radar marks it Met.

Filtering the board

To focus on a slice of work, filter by:

• Status — for example, only Waiting on Customer.
• Priority — for example, only Urgent.
• Queue — for example, only Client Success.

You can also raise the number of tickets shown; the board returns up to 100 at a time (50 by default). Combine filters to answer questions like "Which High-priority tickets in Account & Access are still Open?"

A realistic example

It's Monday morning. You open the board and see the top card is an Urgent ticket titled "Checkout failing for all customers" in Triage. You open it, set Priority confirmed as Urgent, change Status to Open, route it to Platform Operations, and reply with an acknowledgment. Two cards down, a Normal ticket has been sitting in Waiting on Customer for three days — you filter the board to status = waiting_on_customer to sweep every stale ticket and send follow-ups.

Tips

• Sort mentally by the board's own order: the top-left card is always your highest-priority, newest ticket.
• Use the status filter at the start of each shift to triage everything in New before touching older work.
• Set Waiting on Customer whenever the ball is in the customer's court — it keeps your "actively working" count honest.
• Archive resolved noise, but only when you're sure — archiving hides the ticket from the board and the SLA radar.

Troubleshooting

A ticket disappeared from the board. It was probably set to Archived (the delete action archives rather than hard-deletes). Archived tickets are intentionally hidden.

I can't find a specific ticket. Clear your filters — an active status or priority filter may be hiding it. You can also open it directly by its ticket key or public ID.

My edit didn't seem to save. Check for a validation message. Status and priority only accept their defined values; an assignee or team must be within the allowed length. If an administrative write is blocked, an action token may be required (see Troubleshooting permissions and empty states).