Overview
The Tickets module in gaiia gives your team a centralized place to track work, organize internal communication, and handle customer-facing conversations. Whether you're logging call notes, coordinating internally, or responding directly to customers, tickets keep everything structured, visible, and easy to follow.
In this article, we’ll be covering the different types of tickets, how to navigate the main ticket list, how to open new tickets, and how to stay organized using custom views and bulk actions.
Understanding ticket types
Tickets come in two visibility types. Each one serves a different purpose in day-to-day operations and determines whether customers receive your comments.
- Internal Tickets – Comments logged on internal tickets are not sent to customers. These are ideal for tracking call details, troubleshooting steps, escalations, or internal discussions when the account’s Notes section isn’t sufficient.
- External Tickets – Used when you want to communicate directly with the customer via email. You can also CC additional recipients if someone else needs visibility or will communicate on the customer’s behalf. Tickets opened by customers will be defaulted to the External visibility type.
Tickets that are opened as Internal can be adjusted to External. Tickets that are External will still allow you to toggle between leaving Internal and External commnets
Navigating the Tickets list
The main table in the Tickets module displays all your tickets along with key details that help you quickly triage and sort work. Each column surfaces important information about the ticket’s ownership, urgency, and activity.
- ID – The ticket number.
- Title – The subject line of the ticket.
- Assignee – The agent(s) currently assigned.
- Due Date – A manually set date that also triggers an email reminder.
- Priority – The urgency level (Low, Normal, High, Critical).
- Status – The current ticket stage. Defaults include Open, In Progress, and Closed, but your tenant may customize these.
- Linked Entity – The connected entity (for example, an Account).
- Last Edited – When the ticket was last updated (status change, comment added, etc.).
- Created At – When the ticket was originally created.
Opening a new ticket
The button in the top right corner of the Tickets module allows you to create a new ticket. During ticket creation, you can configure all key details before the ticket is opened.
- Choose whether the ticket should be Internal (comments not sent to customers) or External (comments emailed to the customer).
- Link the ticket to an entity such as an Account to ensure activity is tracked in the right place.
- Set the priority, assign the ticket to one or more agents, and optionally choose a due date if you want an email reminder.
- For External Tickets, add CC recipients when additional parties need to be included in the conversation.
Using views to stay organized
Custom views are unique to you and are not visible to other agents. This allows each team member to build personalized filters that match their workflow— whether that’s Marketing, Technical Support, Billing, or general operations.
Views help you filter out noise and focus only on the tickets that matter to your role.
To learn more about creating custom views, see Introducing Custom Views.
Managing tickets in bulk
The Tickets module supports individual and bulk actions so you can update many tickets at once without repetitive manual work.
- Update the status of one or multiple tickets.
- Archive tickets that no longer require attention.
- Merge duplicate or related tickets into a single thread.