Tickets System

Create and manage support tickets, tasks, and work items within your organization

Tickets System The Tickets system allows you to create, track, and manage support requests, tasks, and work items within your organization. It's perfect for agencies managing client work or teams coordinating website improvements. Creating a Ticket To create a new ticket, click the 'New Ticket' button and fill in the following fields: Required Fields Title - A brief, descriptive summary of the issue or task Optional Fields Description - Detailed information about the ticket. Label - Categorize as Web Development, Site Management, SEO, or Consult. Priority - Set as Low, Medium, or High. Status - Choose from Todo, In Progress, Done, or Canceled. Assigned To - Select a team member or leave unassigned. Scheduled Date - Set a due date for the ticket. CC Emails - Add additional email addresses for notifications Email notifications are automatically sent to the ticket creator, assignee, and any CC recipients when a ticket is created or updated. Understanding Ticket Statuses 📋 Todo - New tickets waiting to be started. 🏃 In Progress - Actively being worked on. ✅ Done - Completed tickets. ❌ Canceled - Tickets that won't be completed Managing Tickets Viewing and Filtering The tickets table provides several ways to find and organize your tickets: Sort by any column (title, status, priority, assignee, date). Filter tickets using the search box. Select multiple tickets for bulk actions (coming soon). Overdue tickets appear in red for easy identification Editing Tickets To edit a ticket: Click the three-dot menu on any ticket row. Select 'Edit' from the dropdown. Update any fields as needed. Click 'Update Ticket' to save changes Deleting Tickets To delete a ticket: Click the three-dot menu on the ticket. Select 'Delete'. Confirm the deletion in the dialog Deleting a ticket is permanent and cannot be undone. Consider changing the status to 'Canceled' instead if you might need the information later. Email Notifications The ticketing system automatically sends email notifications to keep everyone informed: When Notifications Are Sent New ticket creation - Creator and CC recipients. Ticket assignment - Assignee (if different from creator). Ticket updates - All relevant parties Email Contents Notification emails include: Ticket title and description. Priority level and label. Scheduled date (if set). Creator and assignee information. Direct link to view the ticket Organization and Permissions Tickets are organized by profile (organization/website): Each profile has its own separate ticket list. All profile members can view and manage tickets. Tickets are isolated between different profiles. Switch profiles to see different ticket sets Best Practices Use descriptive titles that summarize the issue clearly. Set appropriate priorities to help team focus. Assign tickets to specific team members for accountability. Use scheduled dates to track deadlines. Update status regularly to keep everyone informed. Use labels to categorize work by type Use Cases For Agencies Track client requests and deliverables. Manage website maintenance tasks. Coordinate SEO improvements. Schedule content updates For In-House Teams Bug tracking and fixes. Feature requests. Content publishing schedule. SEO optimization tasks Coming Soon Future enhancements planned for the ticketing system: Comments and activity history. File attachments. Bulk operations. Ticket templates. Advanced filtering and saved views. Time tracking Pro Tip: Use the CC email field to keep clients or stakeholders informed without giving them direct access to your QueryCatch account.