Working a Ticket

Click any card on the Tickets board to open the Ticket Details drawer. This is where you do the actual work: read the original note, jump to the customer or technician record, snooze the ticket for later, reply to text messages, and close the ticket when it is resolved.

Who Can Access This

Role	Access Level
Super Administrator	Full access — view, update, snooze, reply, and close tickets
Administrator	Full access — view, update, snooze, reply, and close tickets
Office Manager	Full access — view, update, snooze, reply, and close tickets
Technician	No access

note

Tickets, reminders, and text replies may need to be enabled by your administrator. If a button described here is missing, ask them to check your feature settings.

Overview

The drawer opens from the right side of the screen and shows everything about one ticket:

• Identity header — the person's name, a ticket type badge, an SMS badge for text-message tickets, an Open or Closed status badge, and a branch chip.
• Original Note — the note or message that created the ticket.
• Metadata — details like when the ticket was opened and where it came from.

Below that, you will find the actions: reminders, close notes, the reply area for text tickets, and the close button.

How to Open a Ticket

1. Go to Tickets in the sidebar to open the board.
2. Click any ticket card, or use the card menu and choose View Ticket.
3. The Ticket Details drawer slides open.

Jumping to the Linked Record

Most tickets link to a customer, lead, or technician. Click View Customer, View Lead, or View Technician in the drawer header to open their record in a new tab, so the Tickets board stays where you left it. That is the fastest way to check history before you call or reply.

Some system-generated tickets are not tied to a person. Those do not show the link.

Snoozing a Ticket with Remind Me

Not every ticket can be handled right now. The Remind Me section snoozes a ticket until a date you choose. The ticket hides from the board until that date, then reappears automatically.

1. Open the ticket drawer.
2. In the Remind Me section, pick a quick option: Tomorrow, +3 Days, or Next Week.
3. For a specific date, click Pick a date... and choose one. Tomorrow is the earliest date you can pick.
4. A "Ticket snoozed" message confirms the snooze, and the ticket leaves the board.

To cancel a snooze, open the ticket and click Clear. A "Reminder cleared" message confirms it, and the ticket returns to the board.

tip

Snooze is not the same as closing. A snoozed ticket is still open — it is just hidden until its date. Use snooze when the work is real but not today.

Adding Close Notes

Close notes record what was done so the next person understands the outcome. Each note is saved as its own entry, stamped with who added it and when — for example, "User: [email protected] - 10/8/2026 2:05 PM: Called customer, offered $20 credit, accepted."

1. Open the ticket drawer.
2. Type a short summary in the Add a note... box.
3. Click Add Note.

The note appears above the box, after any earlier notes, and the box clears for the next one. You can add as many notes as you need before closing the ticket. Notes added here can't be edited or removed from the ticket drawer, so the ticket's history stays trustworthy.

Closing a Ticket

1. Open the ticket drawer.
2. Optionally type a final note in the Add a note... box. It is added to the history when the ticket closes.
3. Click Close Ticket.
4. Confirm in the Close Ticket? dialog.

The ticket's badge changes to Closed, and the card leaves the board. You can also close a ticket without opening the drawer — use the card menu on the board and choose Close Ticket.

Replying to Text-Message Tickets

When a customer texts your company, the message can arrive as a ticket with an SMS badge. Where you reply depends on whether the ticket is linked to a customer or lead.

Text Tickets from a Customer or Lead

These tickets open the full conversation, the same one you see in Pulse Connect:

• From the Tickets board, clicking the card opens the conversation in Pulse Connect.
• From the Work Queue, clicking the ticket on the Tickets tab opens the same conversation inside the panel. Click Back to return to the list.

Either way, messages run oldest to newest, and the conversation opens scrolled to the newest message at the bottom. Type your reply in the box below the messages and send it.

Replying from the conversation does not close the ticket. When you are finished, click Close Ticket in the bar above the conversation in the Work Queue, or use the card menu on the Tickets board, then confirm in the Close Ticket? dialog.

If Pulse Connect or text replies are not turned on for your company, the Work Queue opens these tickets in Ticket Details instead, as described below.

Text Tickets Without a Linked Contact

Text tickets that are not linked to a customer or lead open in the Ticket Details drawer. That drawer has a Conversation section and a reply box, so you can answer without leaving the board.

Reading the Conversation

The Conversation thread shows the full text history. Your team's messages and the customer's messages appear on opposite sides, with sender names, so you can follow who said what.

Sending a Reply

1. Type your reply in the Type your message... box.
2. Watch the character count — messages can be up to 1,600 characters, and the count updates as you type.
3. Click Send SMS, or press Ctrl+Enter to send from the keyboard.

In this drawer, sending a reply closes the current ticket automatically. You answered the customer, so the ticket is done. A "Message sent and ticket closed." confirmation appears. If the same conversation has other open tickets, check Close all open SMS tickets for this conversation before sending to clear them all at once.

note

Text replies may need to be enabled by your administrator. If you do not see the reply box on an SMS ticket, ask them to check your feature settings.

Tips and Best Practices

• Always write close notes. "Resolved" tells the next person nothing. One sentence about what happened saves a future phone call.
• Snooze instead of ignoring. If you cannot act today, snooze the ticket to the right day. An honest snooze beats a stale board.
• Check the conversation before replying. Read the full thread first. The customer may have texted twice, and the second message changes the answer.
• Close text tickets once you have replied. Replying from the conversation leaves the ticket open, so click Close Ticket when the customer is taken care of.
• Jump to the record before you call. Click the name in the header to review account history first. You will sound prepared because you are.
• Keep replies short and clear. Text messages work best under a few sentences, even though the limit is 1,600 characters.

Troubleshooting

What you see	Solution
Clicking a card does not open the drawer	Refresh the page and try again. If it still fails, your role may not have permission to view tickets.
The Remind Me section is missing	Reminders may not be enabled for your company. Contact your administrator.
I snoozed a ticket and now cannot find it	Snoozed tickets hide from the board until their reminder date. It will return automatically, or open the ticket from the linked record's notes.
I cannot pick today as the reminder date	Reminder dates start at tomorrow. A reminder for today would not hide the ticket at all.
No record to open	This ticket is not linked to a customer, lead, or technician. System-generated tickets sometimes have no linked record.
The reply box is missing on an SMS ticket	Text replies may need to be enabled by your administrator, or the ticket may not be an SMS ticket. Look for the SMS badge in the header.
Send SMS is disabled	The message box may be empty, or your message may exceed the 1,600-character limit. Check the character count.
My reply sent but the ticket vanished	That is expected in the Ticket Details drawer. Sending a reply there closes the current ticket automatically and removes it from the board.
I replied but the ticket is still open	That is expected when you reply from the conversation. Click Close Ticket when you are finished.

Related Articles

• Tickets Board — Organize open tickets into buckets, filter and search, and drag tickets between columns
• Tickets Overview — What tickets are and where they come from
• Pulse Connect — The full messaging inbox for customer conversations
• Customer Notes — Notes and tickets on a customer record