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Tickets

A ticket is the unit of work in a help desk or support system — a recorded customer issue, question, or request that an agent works through to resolution. Tickets are typically created via email, web form, in-product widget, or phone.

Ticket states

  • New / open — created, unassigned
  • Assigned — has an owner
  • In progress — being worked
  • Pending customer — waiting on customer reply
  • Resolved — fix delivered, awaiting confirmation
  • Closed — confirmed resolved

Ticket properties

  • Priority (low / normal / high / urgent)
  • Category (bug, feature request, billing, general)
  • SLA target (e.g. first response in 4 hours)
  • Owner
  • Customer record (linked)

Ticket vs. task

A ticket is customer-originated; a task is internal-originated. BlueHill treats both as work items linked to customers but maintains the distinction for reporting.

How BlueHill helps

Tickets live alongside tasks, notes, emails, and time entries on the customer record. SLA timers run automatically. Internal notes let agents collaborate without polluting customer-facing replies.

Related: SLA · Escalations · Knowledge base