Store Tickets — User Guide

Store Tickets is where your team raises, tracks, and resolves issues and requests for your store locations — anything from a broken freezer or a maintenance request to a supply order that needs following up.

Each ticket is tied to a store, sorted into a category, and routed to the right team so nothing falls through the cracks. Everyone involved can add comments, share photos, and stay up to date through notifications.

This guide covers everyday use for all users, followed by a Manager & Admin Guide for the extra tools available to managers.

Getting started

Open Store Tickets from your main navigation menu. You’ll land on the Tickets page — your home base for everything you do here.

What you can see depends on your access level:

• Standard access lets you create tickets, follow the ones you’re involved in, add comments, and react to and mention teammates.

• Manager access adds tools for triaging and reporting: changing a ticket’s status, assigning it to a team member, merging duplicates, posting internal notes, viewing the Analytics dashboard, and managing categories.

Throughout this guide, anything limited to managers is clearly marked Manager only and explained in full in the Manager & Admin Guide. If you don’t see a button or tab described here, it’s usually because it’s a manager-only tool.

Understanding a ticket

Ticket numbers

Every ticket gets a unique number when it’s created — for example, ST-00042. You’ll see it at the top of the ticket, and you can click the copy icon next to it to copy it to your clipboard. Use this number when you need to reference a ticket to a teammate or search for it later.

Ticket statuses

A ticket’s status tells everyone whose court the ball is in. You’ll see the status as a colored badge on the ticket and in every list.

Tip: Tickets that still need work — everything except Closed and Cancelled — are considered Active. You’ll see an “Active” filter and an “Active” count to help you focus on open work.

Priorities

Every ticket has a priority so urgent problems stand out:

• Urgent

• High

• Medium (the default)

• Low

You choose the priority when you create the ticket. Afterward it’s shown as a badge on the ticket and in lists so everyone can see how pressing it is.

Creating a ticket

1. On the Tickets page, click New Ticket (you can also use the New Ticket item in the menu).

2. Fill in the form:

3. Click Create Ticket. You’ll see a confirmation and be taken straight to your new ticket.

About attachments: You can add up to 10 files per ticket. Each file can be up to 100 MB, and all files together can total up to 100 MB. Allowed file types are images, videos, and PDF documents. Other file types (like Word or Excel documents) aren’t supported — if you need to share those, convert them to PDF first.

Note: If you start filling in the form and then try to leave, Store Tickets asks whether you want to discard your changes, so you won’t lose your work by accident.

What happens next: Your new ticket starts with the status New, and you’re recorded as the requester. Depending on the category, it may be automatically assigned to a team member right away, or a manager will assign it. You’ll be kept in the loop as it progresses.

Finding and tracking tickets

The Tickets page organizes tickets into tabs across the top.

Everyone sees:

• Assigned to Me — tickets currently assigned to you to work on.

• My Tickets — tickets you created (you’re the requester).

Managers also see:

• My Team — tickets assigned to members of their team.

• All Tickets — every ticket across the locations they have access to.

• Analytics — reporting dashboard (see the Manager & Admin Guide).

Search and filters

Above the list you’ll find tools to narrow things down:

• Search — type in the “Search tickets…” box to find tickets by title. Enter at least a couple of characters and results update as you type.

• Status — show only tickets in a particular status, or choose Active (open work only) or All States.

• Priority — show only Urgent, High, Medium, or Low tickets, or All Priorities.

Summary cards and counts

At the top of each list, summary cards give you an at-a-glance count of tickets — for example Total (or Total Active), New, On You, and Closed — so you can quickly gauge your workload.

The ticket list

Each ticket in the list shows its number, status, priority, title, who opened it, who it’s assigned to, and when it was created. Click any ticket to open its full detail page.

Long lists are split into pages (20 tickets per page) — use Previous and Next to move between them.

Working on a ticket

Click a ticket to open its detail page. Here’s how it’s laid out.

Description

At the top you’ll find the ticket’s title, its number, current status, and the full Description, along with any photos or files attached when it was created. Click an image to open it full-size in a viewer; if there are several images you can page through them.

Activity: comments and timeline

The Activity area has two tabs:

• Comments — the running conversation about the ticket (see Comments and collaboration).

• Timeline — an automatic history of everything that’s happened to the ticket: when it was created, status changes, reassignments, category changes, comments, vendor-info updates, merges, and who did what and when.

The details sidebar

Along the side of the ticket you’ll find:

• Details — the ticket’s Priority, Category, and Location.

• People — the Requester (who raised it), the Assignee (who’s handling it, or “Unassigned”), and any Watchers following it.

• Vendor Info — a PO Number and Tracking Number, shown when a ticket involves an outside vendor. When these are filled in, anyone viewing the ticket can copy the values with one click.

• Timestamps — when the ticket was Created and last Updated.

Some of these — changing status, assignee, or category, and editing vendor info — are Manager only. If you have standard access you’ll see the information but not the controls to change it. To share an update or ask a question on any ticket, add a comment.

Comments and collaboration

Comments are the main way everyone communicates on a ticket.

Adding a comment

Open a ticket, scroll to the Comments tab, and type in the comment box (labeled “Write a comment…”). You can:

• Format your text — bold, italic, underline, strikethrough, inline code, bullet and numbered lists, quotes, headings, and links.

• Attach files — add photos, videos, or PDFs (same limits as tickets: up to 10 files, 100 MB each and 100 MB total).

• Mention teammates — see Mentions below.

Click Post to add your comment. It appears in the conversation with your name, photo, and the time.

Editing or deleting your own comments

You can edit or delete comments you wrote:

• Edit (pencil icon) — update the text and click Save.

• Delete (trash icon) — you’ll be asked to confirm (“Delete comment?”). Deleting is permanent and can’t be undone.

You can only change your own comments — you won’t see these options on other people’s comments.

Mentions: tagging teammates

To pull a specific person into the conversation, type @ in a comment and start typing their name. Pick them from the list that appears. They’ll be notified that you mentioned them, even if they weren’t already following the ticket. It’s the best way to get someone’s attention on a specific ticket.

Reactions

You can react to any comment with a quick emoji instead of writing a reply. Hover or tap the Add reaction button (the smiley) and choose one:

• 😀 Smile

• ✅ Check

• ❤ Like

• 👍 Thumbs up

Reactions appear as small pills under the comment with a count of how many people used each one. Click a reaction to add yours; click it again to remove it. Yours is highlighted so you can tell which ones you’ve used. Reactions don’t send notifications — they’re a lightweight way to acknowledge a comment.

Notifications

Store Tickets keeps the right people informed automatically, so you don’t have to keep checking back. Notifications are delivered by email (and, where your organization has it enabled, as in-app and push notifications). You’re never notified about your own actions.

Here’s when a notification goes out and who receives it:

As the requester or assignee of a ticket, you’re automatically kept up to date — there’s nothing extra to turn on. If you want to follow a ticket you’re not directly on, a manager can add you as a watcher (see Watching a ticket).

Manager & Admin Guide

This section covers the additional tools available to users with manager access. If you don’t have manager access, these controls won’t appear for you.

Triaging a ticket

On any ticket’s detail page, managers can:

• Change the status — use the status dropdown at the top of the ticket to move it between New, On You, On Requestor, On Vendor, Closed, and Cancelled as work progresses.

• Assign or reassign it — in the People panel, click the edit icon next to Assignee and search team members (“Search team members…”) to hand the ticket to the right person. The people you can choose from come from the ticket category’s assignment team.

• Change the category — in the Details panel, pick a different category if the ticket was filed under the wrong one. This can also change who it’s routed to.

Every one of these changes is recorded on the ticket’s Timeline, so there’s always a clear history of who did what.

Internal notes

When posting a comment, managers can flip the Internal Note toggle to make it private. Internal notes:

• Are visible only to managers — the requester and other standard users never see them.

• Are useful for behind-the-scenes coordination (for example, notes to another manager).

• Don’t notify the requester. If you @mention a manager in an internal note, only that manager is notified — and for privacy, the notification never includes the note’s text.

Everyone can tell an internal note apart by its highlighted styling and the Internal badge.

Watching a ticket (manager only)

Managers can Watch a ticket to follow it even if they’re not the requester or assignee. Click Watch at the top of a ticket to start following it (it changes to Watching, with a count of how many people are watching); click again to stop. Watchers receive notifications for status changes, closures, and new public comments.

The requester and assignee are always kept informed automatically, so there’s no need to add them as watchers.

Merging duplicate tickets

When the same issue has been raised more than once, managers can merge the duplicates together:

1. Open the ticket you want to keep.

2. Click Merge into… at the top.

3. Search for the duplicate ticket by number, title, or requester and select it.

4. Review the confirmation and click Merge.

The ticket you started from is the one that stays open and receives all the comments from the duplicate. The duplicate is closed and marked as merged. Merged tickets become read-only — you can’t comment on or change them — but they remain reachable by their number for reference.

Vendor information

When a ticket is On Vendor, managers can record a PO Number and a Tracking Number in the Vendor Info panel (up to 100 characters each). Once entered, these stay visible on the ticket even after the status changes, and anyone viewing the ticket can copy them with one click.

Analytics dashboard (manager only)

The Analytics tab on the Tickets page turns your ticket data into reporting. At the top, filter the whole dashboard by:

• Date range — Month to Date, Quarter to Date, Year to Date, Last 30 Days, Last 90 Days, or a Custom start and end date.

• Category and Priority.

The dashboard includes:

• Tickets by Location — ticket counts across your company hierarchy (company → region → district → store), which you can expand and collapse and export to a CSV file.

• Tickets by Category — how tickets are distributed across categories.

• Tickets by Priority — the split across Urgent, High, Medium, and Low.

• Average response time — how long, on average, before tickets are first acted on.

• Average resolution time — how long, on average, tickets take to close.

• Open vs Closed over time — a trend of opened versus closed tickets, viewable as a Bar or Line chart.

• Store performance — open counts, closed counts, and average resolution time per store.

• Top Requestors — the people raising the most tickets.

Managing categories (manager only)

Categories classify tickets and route them to the right team. Open Categories from the menu to manage them.

To create a category, click New Category and fill in:

To edit a category, click the pencil icon on its card. To hide a category from new tickets without losing its history, use Deactivate (you can Activate it again later).

Deleting a category: You can delete a category only if no tickets use it. If a category already has tickets, delete is blocked — Deactivate it instead so existing tickets keep their history.

FAQ: Frequently Asked Questions

Can I edit a ticket’s title or description after I create it? The best way to add information to an existing ticket is to post a comment — that keeps a clear, time-stamped record and notifies the right people. Managers can update key fields like status, assignee, and category directly on the ticket.

Why can’t I change a ticket’s status or assign it to someone? Those are manager tools. With standard access you can create tickets, comment, mention teammates, and react. If you need a ticket reassigned or its status changed, add a comment (mention a manager with @) or reach out to your manager.

What does “On You” mean? It means the ticket is waiting on the person it’s assigned to. The status always shows whose court the ball is in — see Ticket statuses.

How do I get notified about a ticket? If you created a ticket or it’s assigned to you, you’re notified automatically. You’ll also get a notification any time someone @mentions you. See Notifications for the full list.

What files can I attach? Images, videos, and PDF documents — up to 10 files per ticket or comment, with each file and the total both capped at 100 MB. For other document types (like Word or Excel), save them as PDF first.

What happens when a ticket is merged? The ticket that was kept stays open and collects all the comments; the duplicate is closed and marked as merged. Merged tickets can’t be edited or commented on, but you can still find them by their number.

A comment has an “Internal” label — what is that? Internal notes are private manager-to-manager notes. Only managers can see or create them; requesters and standard users never see them.