Tickets give members and staff a structured way to report issues and requests, from a broken printer to a billing question, and track them through to resolution. Each ticket has a status, a priority, a submitter, a threaded reply conversation, and a private notes area for staff. This article covers how tickets are submitted, how they move through the pipeline, and how email notifications keep everyone in the loop.
Who can see and manage tickets
Access to tickets follows two rules based on a person's role in the workspace:
- Staff (workspace owners, workspace admins, and location admins) can see and manage tickets. Workspace owners and admins working across all locations see every ticket in the workspace. An admin pinned to a specific location, or a location admin, sees tickets submitted by members whose primary location falls within their accessible locations.
- Members can submit tickets and see only the tickets they personally submitted. They cannot see other people's tickets or the staff management view.
The ticket list opens filtered to active tickets, with an Open and Closed toggle: Open shows tickets that are open or in progress, and Closed shows tickets that are resolved or closed. You can search the list by title and sort by any column. For more on how roles are assigned, see Roles and permissions.
Submitting a ticket
Open a new ticket from the Tickets area. The submission form captures:
- Title: a short summary of the issue. Required.
- Location: the area or location the issue relates to, entered as text. Required.
- Category: one of Maintenance, Technical, Request, Complaint, or Other. Required.
- Priority: one of Low, Medium, High, or Urgent. Required.
- Description: a longer explanation of the issue, such as when it started and any steps already taken. Required.
Once submitted, the ticket is created with a status of Open and is recorded against the person who submitted it. The location and category are used to describe the ticket in the admin notification email; the ongoing ticket record tracks the title, description, priority, and status. Each ticket carries a short reference number derived from its identifier. In the ticket list it is shown as #TK followed by six characters, and a matching reference appears at the top of the ticket detail page, so it is easy to refer to.
Status and priority
Every ticket carries a status and a priority that together tell staff what state the ticket is in and how urgent it is.
Status
Tickets move through four statuses:
- Open: the default for a newly submitted ticket.
- In Progress: staff are actively working on it.
- Resolved: the issue has been addressed. When a ticket is moved into Resolved, Deskie stamps the resolution time so it appears on the ticket's timeline.
- Closed: the ticket is finished and no further action is expected.
Priority
Priority can be set to Low, Medium, High, or Urgent. It is chosen by the submitter when the ticket is created and can be adjusted later by staff. Priority and status are both shown as colored badges in the ticket list and on the ticket detail page so the queue is easy to scan at a glance.
Editing a ticket
Staff with ticket management access can edit a ticket to change its title, description, priority, and status. Members cannot edit tickets; editing is restricted to staff. Saving a status change can trigger an email to the submitter, described below.
The ticket detail page
Opening a ticket shows everything about it in one place. A left column summarizes the ticket: its title and reference number, current status, priority, the date it was created, last updated, and resolved (if applicable), who submitted it, and an Assigned To card. The right side is organized into tabs:
- Details: the full description provided by the submitter, plus a short timeline of key events (created, status changed, resolved).
- Conversation: the back-and-forth reply thread between the submitter and staff.
- Activity: a fuller log combining ticket creation, status updates, notes, and resolution in chronological order.
- Notes: private staff notes that the submitter never sees.
The reply conversation
The Conversation tab is a threaded discussion attached to the ticket. Both the submitter and staff can post replies, and the thread shows each message with the author's name and time. A message from the original submitter is tagged with a Submitter badge so staff can tell at a glance who is speaking.
To reply, type into the reply box and send. A reply cannot be empty.
Internal notes inside the conversation
When a staff member writes a reply, they see an Internal note toggle. Turning it on posts the message as an admin-only comment: it appears in the conversation for staff, marked with a lock and an Internal label, but it is hidden from the submitter entirely and never triggers an email. This is a scratchpad for staff to coordinate without the member seeing it. Only staff can mark a comment internal; if a member's submission somehow requests internal, Deskie forces it to a normal, visible reply.
Internal conversation notes are distinct from the Notes tab, which is a separate area of private staff notes also kept out of view from the submitter. For more on the general notes feature, see Notes and tagging.
Email notifications
Deskie sends email at the key moments in a ticket's life so people do not have to keep checking the dashboard. Emails come branded with your workspace name and include a button linking straight to the ticket.
When a ticket is submitted
When a new ticket is created, Deskie notifies your staff. Admin notification emails are sent only to staff who have the ticket creation email preference enabled, so admins who have opted out are skipped. The notification includes the submitter, the ticket title, category, priority, location, and description. Deskie also attempts to send SMS and push notifications to admins about the new ticket. See Notifications for how these preferences work.
When someone replies
When a staff member replies in the conversation, the submitter receives an email with the reply text and the ticket's current status, so the conversation can continue by inbox as well as on screen. Two rules keep these emails sensible: internal notes never email anyone, and Deskie never emails a person about their own reply.
When the status changes
When staff change a ticket's status, the submitter receives an email showing the old status, the new status, and who made the change, with a link back to the ticket. As with replies, Deskie skips this email when the person changing the status is also the submitter, so people are not emailed about their own changes.
Tips for running a clean ticket queue
- Move tickets to In Progress as soon as work starts so the submitter and the rest of the team know it is being handled.
- Use the Internal note toggle for staff-only coordination and normal replies for anything the member should see.
- Reserve Urgent and High priority for issues that genuinely need fast attention so the queue stays meaningful.
- Mark a ticket Resolved when the issue is fixed; this stamps the resolution on the timeline and emails the submitter to confirm.