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Tickets overview

Editorial illustration of ticket cards flowing through an inbox toward conversation and assignment.

The Tickets area brings customer requests into one inbox so your agency can triage, reply, assign ownership, and track each request to resolution. Ticket settings control how new messages enter AgencyTitan and how your team responds consistently.

Four parts of tickets

Section titled “Four parts of tickets”
PartWhat it is
InboxThe workspace for finding tickets by inbox, quick filter, status, department, client, or search.
ConversationThe message thread, customer replies, and internal notes for one ticket.
DetailsThe ticket’s status, priority, assignees, client, department, tags, privacy, SLA information, and activity.
Ticket settingsInboxes, ticket statuses, SLA defaults, lifecycle rules, routing rules, reply templates, and assignment behavior.

Open Tickets to work with requests already in AgencyTitan. Open Settings, then Tickets, when you need to control intake and shared defaults.

Tickets inbox with Unassigned selected, a search query entered, and one matching New ticket
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From intake to resolution

Section titled “From intake to resolution”
  1. A connected inbox, client portal request, or team member creates a ticket.
  2. Intake routing can send a new email ticket to a destination inbox.
  3. Inbox defaults and assignment rules help establish the department and owner.
  4. A team member reviews the conversation, sends a reply, or adds an internal note.
  5. Status and SLA information show what needs attention and what has been resolved.

Tickets can link to a client and to related tasks. See Clients overview and Core Concepts for how those records fit together.

Guides in this category

Section titled “Guides in this category”
Editorial illustration of a magnifying glass over a stack of ticket cards. Guide Find and work tickets Use inboxes, quick filters, statuses, departments, client filters, and search to find the next ticket to work. Editorial illustration of a ticket conversation with a reply being sent. How-to Reply to a ticket Send a customer reply, add recipients and attachments, use a template, or leave an internal note. Editorial illustration of a ticket card receiving an assignee and status tokens. Guide Assign and update a ticket Change status, priority, assignees, client, department, tags, privacy, and inbox from the ticket view. Editorial illustration of a message channel connecting into a ticket inbox. How-to Set up a ticket inbox Connect an email or SMS channel and configure visibility, defaults, intake, and outbound behavior. Editorial illustration of incoming tickets splitting along routing paths. How-to Create intake routing rules Route brand-new email tickets by sender, subject, known-client match, and arrival inbox. Editorial illustration of reusable reply cards ready to insert into a ticket. How-to Create reply templates Build shared canned responses that team members can insert from the ticket composer.

Related articles

Editorial illustration of three interlocking blocks connected as a product model. Concept Core Concepts Learn the AgencyTitan product model: workspace, clients, tasks, tickets, escalations, chat, SOPs, training, views, automations, programs, and settings. Editorial illustration of a workspace roster of client profile cards. Concept Clients overview Understand the Clients list, client record anatomy, Client Profile templates, Info Sheets, notes, programs, tasks, and tickets. Editorial illustration of task cards moving through process stages. Concept Tasks & processes overview Understand how task types, process definitions, stages, fields, layouts, assignments, and tasks fit together. Editorial illustration of a glowing flag rising from a stack of blank work cards. Concept Escalations overview Understand Escalations, how they differ from tickets and tasks, and how the inbox, statuses, and linked records fit together. Editorial illustration of glowing speech bubbles connecting a cluster of blank cards. Concept Chat overview Understand Chat, conversation types, and how internal messages differ from tickets and the client portal.