Ticket Management
Learn FoxDesk ticket management: create, assign, prioritize, and resolve support tickets. Understand the full ticket lifecycle and workflow.
Creating a ticket
An agent can create a ticket from New ticket. A customer can create one through the client portal, and a configured IMAP mailbox can create a ticket from an incoming message.
Select the client or organization, then set the title, description, status, priority, type, tags, and assignee that apply to the request. Available values depend on the workspace configuration.
Ticket activity
The ticket detail page contains the request, activity history, time entries, files, and current ticket fields.
- Public reply: visible to the customer when client visibility is enabled.
- Internal comment: visible only to authorized team members.
- Attachment: stored with the ticket and governed by the ticket’s access rules.
- Time entry: records who worked, when, for how long, and whether the work is billable.
FoxDesk warns when another agent is viewing the same ticket. This warning helps reduce duplicate work but does not lock the ticket.
Archive and deletion
Archive a resolved ticket when it should leave the active queue but remain available for history and reporting. Permanent deletion is a separate administrative action and may also remove related records. Back up the database and files before deleting data in bulk.