Tickets
Tickets are the core unit of work in Ticku. Each ticket lives inside a Subject (folder) within a project, and carries a unique ticket number, status, priority, assignees, and tags. In Consulting and Dev projects a ticket is called a Task; in Epic projects it's an Epic.
Creating a Ticket
(Requires a role with the create permission — e.g. Support Creator or Consulting/Dev Lead/Member. See Roles & Permissions.)
- Open the project, pick a Subject folder, and click New Ticket / Task.
- Fill in title and description.
- Set priority:
- Support — Low / Medium / High / Critical (+ Custom). Priority drives the SLA deadline.
- Consulting / Dev / Epic — P1 / P2 / P3.
- For Consulting/Dev, set the planned start/end, estimate hours, and (later) actual/billable hours.
- Optionally add tags and assign one or more teammates.
Tickets can also be created automatically from inbound email — see Email-to-Ticket — or via Incoming Webhooks, or in bulk via Bulk Upload.
Multiple Assignees
A ticket can be assigned to more than one person. All assignees receive notifications for relevant events.
Ticket Statuses
The available statuses depend on the project type (see Project Types). The full set:
| Status | Meaning |
|---|---|
| OPEN | Just created (shown as "Active" in Epic projects) |
| ASSIGNED | Has at least one assignee (Support) |
| IN_PROGRESS | Actively being worked on |
| ON_HOLD | Paused; on-hold time is tracked (see SLA) |
| DEFERRED | Paused indefinitely — a scheduling decision |
| REVIEW | Ready for review |
| FIXED | Work done, awaiting confirmation |
| CLOSED | Resolved and closed |
| REOPENED | Was closed but re-opened |
Which roles may move a ticket to which status is controlled by permissions — typically only the lead-tier role can Close, Reopen, or Defer. Custom display names and colors are set by an admin (Admin → Statuses).
Data captured on a transition
Some transitions open a dialog asking for extra detail before they complete:
| Project type | Transition | Captures |
|---|---|---|
| Consulting | → In Progress | Estimated hours |
| Consulting | → Fixed | Actual hours, billable hours |
| Dev | Fixed → Review | Commit id (optional) plus an optional review note |
The commit id records which commit a fix shipped in. It's typed manually — there's no git integration — and only ever asked for on the Dev Fixed → Review step. Once captured it's shown read-only and isn't asked for again if the ticket goes round that loop a second time.
:::note Consulting estimates can need approval If an estimate exceeds the project's pre-approval threshold, a Lead has to approve it before the ticket can be marked Fixed. :::
Escalation
Flag a ticket as urgent with an urgency reason so the right people are notified — see Escalation.
Views
Beyond list and grid, tickets can be viewed on the kanban board (drag to change status) and a timeline with date-range filtering to see work across a period.
Sub-tickets & Duplicates
- A ticket can have a parent ticket (a hierarchy).
- A ticket can be marked as a duplicate of another.
Custom Attribute Fields
Projects can define custom fields that appear on every ticket. Required fields must be filled before saving. Configured by an admin per project — see Custom Attributes.
Editing
Open the ticket to use the details panel — change status, priority, assignees, tags, dates, and custom attribute values. Changes apply immediately with optimistic UI.
Searching
Use Global Search (Ctrl+K) to find tickets across your projects, or the dashboard filter bar for quick filtering. See Global Search.
Followers
Anyone can be subscribed to a ticket without being assigned to it — see Followers.