Tickets Board

The Tickets board shows every open ticket in your company as a card on a drag-and-drop board. Each column is a bucket — a group you define, like "New," "Waiting on Customer," or "Billing." Drag tickets between buckets as your team works them, and close them when they are done.

Who Can Access This

Role	Access Level
Super Administrator	Full access — view, create, move, and close tickets
Administrator	Full access — view, create, move, and close tickets
Office Manager	Full access — view, create, move, and close tickets
Technician	No access

Technicians cannot see the Tickets board. Manager roles cannot delete buckets or tickets. Tickets are closed, not deleted, so your history stays complete.

note

The Tickets board may need to be enabled by your administrator. If you do not see Tickets in the sidebar, ask them to check your feature settings.

Overview

Open the board from the sidebar by clicking Tickets.

Each bucket appears as a column with a colored folder-tab header. The header shows the bucket name and a count badge with the number of tickets inside. The bucket your company uses as a default shows a "Default" tag.

Each ticket card carries visual cues so you can scan the board quickly:

• A color-coded left border shows the ticket type at a glance.
• An age tint darkens as a ticket sits open past 7, 14, and 30 days. Older tickets literally stand out.
• A legend at the bottom of the board explains the colors and age tints.

The board updates live. When a teammate moves or closes a ticket, your board changes automatically and shows a message like "Ticket moved by Sarah."

Finding Tickets

The toolbar above the board gives you several ways to narrow what you see:

1. Type in the Search tickets... box to filter cards by text.
2. Open Filters to narrow by Ticket Type, Created Date, Open Ticket Date or Branch.
3. Toggle the sort between Newest and Oldest.

If your company has more than one branch, the board opens on the branch you are working in. To see tickets from other branches, open Filters and pick them under Branch, or clear Branch to see every branch. The Tickets tab in the Work Queue has its own branch dropdown, which also opens on your current branch.

To show tickets that have not been placed in any bucket, open View Options and turn on Show Unassigned. An extra column appears with those tickets so you can drag them into the right bucket.

Moving Tickets Between Buckets

1. Click and hold a ticket card.
2. Drag it to another column, or to a new position within the same column.
3. Release to drop it.

The move saves immediately, and your teammates see it on their boards right away. Keyboard dragging is also supported if you prefer not to use the mouse.

Ticket Card Actions

Each card has a menu with quick actions:

• View Ticket — opens the ticket drawer with full details. See Working a Ticket.
• View Customer, View Lead, or View Technician — jumps to the linked record. The label matches the ticket type.
• Reply in Pulse Connect — appears on text-message tickets. It takes you to the conversation so you can reply. This option may need to be enabled by your administrator.
• Close Ticket — closes the ticket and removes it from the board.

You can also click anywhere on a card to open the ticket drawer directly.

Closing Every Ticket in a Bucket

Sometimes a whole column is done — for example, after a morning of callbacks.

1. Click the ⋮ menu in the column header.
2. Choose Close All Tickets.
3. Confirm in the Close All Tickets? dialog.

Every ticket in that bucket closes at once. Use this carefully — it closes the entire column.

Creating a New Bucket

1. Click the dashed Add Bucket button at the end of the board.
2. The Create New Bucket dialog opens.
3. Enter a Name and an optional Description.
4. Pick a Background Color and Text Color, or choose one of the 10 color presets.
5. Check the Preview to see how the folder tab will look.
6. Click Create Bucket.

The new column appears on the board, ready for tickets.

Kanban Settings

Click Kanban Settings to manage how the board behaves. The dialog has two parts:

Manage Buckets

Edit your existing buckets inline — rename them or change their colors. A bucket that still contains tickets cannot be deleted. You will see the message "Cannot delete bucket with tickets. Move or close tickets first."

Default Buckets by Ticket Type

Choose where new tickets land when they arrive without a bucket. There is a dropdown for each ticket source:

• Contact Tickets
• Customer Notes
• Quote Notes
• Employee Notes

Pick a bucket for each type, or choose None. New tickets of that type will land in the bucket you selected, so nothing gets lost in the unassigned pile.

Tips and Best Practices

• Keep buckets simple. Three to five buckets that match your workflow beat a dozen you never use. "New," "In Progress," and "Waiting" cover most teams.
• Watch the age tints. A darkening card means a ticket has sat too long. Make a habit of clearing the oldest tickets first.
• Set default buckets for every ticket type. This routes new tickets automatically and keeps the Show Unassigned column empty.
• Use the date filter for daily standups. Filter to Today or Last 7 days to review what is new before assigning work.
• Use the Branch filter on busy boards. If you manage multiple locations, focus on one branch at a time instead of scanning everything.
• Close as you go. A board full of stale tickets hides the real work. Close tickets the moment they are resolved.

Troubleshooting

What you see	Solution
Tickets is missing from the sidebar	The tickets feature may not be enabled for your company, or your role may lack permission. Contact your administrator.
I cannot drag cards	Your role may be view only. Moving and closing tickets needs a role with ticket permissions, such as Office or Administrator.
A ticket disappeared from the board	It may have been closed by a teammate, or snoozed with a reminder date. Snoozed tickets return on their reminder date.
"Cannot delete bucket with tickets. Move or close tickets first."	The bucket still contains tickets. Drag them to another bucket or close them, then try again.
A ticket I expect is not showing	Check the toolbar filters. A search term, type filter, date filter, or the Branch filter in Filters may be hiding it. The board opens on your current branch, so tickets from other branches stay hidden until you pick them under Branch. Reset the filters to All.
New tickets pile up in Show Unassigned	Set a default bucket for each ticket type in Kanban Settings under Default Buckets by Ticket Type.
Reply in Pulse Connect is missing from a card	The option only appears on text-message tickets, and it may need to be enabled by your administrator.

Related Articles

• Working a Ticket — Read details, snooze with a reminder, reply to texts, and close tickets from the ticket drawer
• Tickets Overview — What tickets are and where they come from
• Customer Notes — Notes and tickets on a customer record
• Add Note Drawer — Create a ticket by adding a note with a remind date
• Pulse Connect — The messaging inbox for customer conversations