Work tickets on the board and table

Your team works tickets from the Pipeline page in the sidebar. Choose Tickets from the type list next to the page title, and your tickets show in two ways:

• Board: one column per stage, where you drag cards from stage to stage. This is the default view.
• Table: sortable rows you can page through.

Note

If you do not see Pipeline in the sidebar, it may not be turned on for your account, or your role may not allow it. Ask your account owner or contact tkana support.

Ticket stages

Stage	When to use it
New	The ticket arrived and nobody has started on it.
Open	Someone on your team is working on it.
Pending	You are waiting for a reply or information from the customer.
Resolved	The request is done, with a resolution message.
Closed	Follow-up on the ticket is finished.
Cancelled	The request was cancelled and will not be carried out.

Move a ticket between stages

Drag the card and drop it in the column you want. A ticket can move from any stage to any other.

• Moving an unassigned ticket assigns it to you.
• Moving a ticket assigned to a colleague keeps it assigned to them.
• Dropping into Resolved opens the Resolve ticket window. Describe how the request was solved in Resolution message, then click Resolve.

Tip

Moving a ticket from Resolved or Closed back to an earlier stage reopens it. Its time to resolution starts again, and the earlier dates stay in the activity history.

Open a ticket’s details

Click any card or row to open the details panel. It shows:

• Description, Customer, category, channel, priority, Request #, and who created the ticket and when.
• Assignee: pick someone under Team members, one of your AI agents, or Unassigned.
• Attachments: the photos and files the customer sent on WhatsApp with their request. Photos show as thumbnails; click any attachment to open it. Opening them only needs permission to view tickets, not conversations. If the customer’s data was erased, the attachment reads No longer available.
• Conversation: a summary of the conversation the ticket came from, with a View conversation link.
• Resolution: the resolution message, with Add resolution or Edit resolution.
• Comments: internal notes for your team. The customer never sees them and they are not sent anywhere.
• Activity: a history of every change to the ticket and who made it.

To change the subject, description, category, or priority, click Edit. To remove the ticket, click Delete and confirm.

Note

The details panel shows the current stage but does not change it. To move the ticket to another stage, close the panel and drag the card on the board.

TODOScreenshot coming soonPipeline > Tickets: an open ticket details panel showing Assignee, Conversation, Resolution, Comments, and Activity

Search and filter tickets

At the top of the page:

• Search looks through the subject, description, request number, and category.
• Priority, Assignee, and Customer filters work on both the board and the table.
• Status is available on the table only, since the board already shows each status as its own column.

The page keeps your filters in its link, so you can bookmark a filtered view and share it with teammates.

Note

The board shows the newest 200 tickets. To reach older ones, use the Table, search, or a filter.

Create a ticket yourself

1. Click New ticket.

2. Choose the Customer. The customer must already exist in CRM.

3. Type the Subject, choose the Category, Priority, and Channel, and add a Description.

4. Click Create.

A ticket you create is credited to you, and it also appears on the customer’s record in CRM.

Next steps

• Ticket notifications for your customers and team
• Connect your systems with API keys and webhooks