Work with incidents

Use an incident to track a support problem from first contact to resolution. Requesters can use the public ticket form or a configured support mailbox; operators work from Incidents at /incidents.

Submit a support problem

On the instance home page, select Submit a New Ticket, or open /submit-ticket. Complete Contact Info, Ticket Details, optional attachments and Review & Submit. Enter the displayed CAPTCHA and choose Submit Ticket. Keep the ticket reference from the result.

To view a ticket through the public portal, open the secure link in its email. The link carries the access token; a tracking ID and email address alone aren’t sufficient. Continue an email conversation by replying to the existing thread and keeping its reference.

Triage the queue

1. Open /incidents. Search by ticket text or use filters for customer, requester (For), assignee, state and priority.
2. Select Unassigned to find work without an owner. Active excludes completed tickets; use Historic or All to find resolved work.
3. Open the incident and read Messages and Timeline. Check the requester, organization, existing replies and attachments before assigning it.
4. Set Status, Priority, technician and categories as needed, then select Save Changes. Revert discards unsaved detail edits.

When creating an incident on someone’s behalf, choose Create from the list. Supply a clear title and description, select the organization and customer, and optionally assign a technician. Available choices follow your access in that organization.

Keep the conversation useful

Use Timeline → Add Note to record an update or time spent. Select Internal note for staff-only context. A customer-facing worklog can queue an email; check its recorded delivery result instead of assuming the note’s successful save means the email arrived.

Use Attachments for relevant files and Listeners to review the people attached to the conversation. Detailed note and task handling is covered in tasks and worklogs.

Resolve or link the incident

Record the outcome and select Resolved when the work is finished. Verify it under the historic view if it disappears from the active queue.

For duplicate or related incidents, choose Close / Link. Select Duplicate of or Related to, find the target incident and add a useful note. A duplicate link closes the source incident; for a related link, review Close source incident before choosing Link. The Relations tab keeps those links accessible.

If a field or action is unavailable, check your role and organization access. If an email reply is missing, start with email diagnostics.

Incident interface · Public submission · Secure ticket viewing