Help Center
Tickets
Tickets are the core unit of work in Issuely — every bug report, support request, or task lives as a ticket.
Creating a ticket
Click + New Ticket from the Tickets page or the dashboard. Fill in the following fields:
| Field | Required | Description |
|---|---|---|
| Subject | Yes | A short, clear title for the issue. |
| Description | No | Full details, steps to reproduce, screenshots, etc. |
| Priority | Yes | Low, Medium, High, or Urgent. |
| Project | Yes | The project this ticket belongs to. |
| Category | No | Custom label for filtering (e.g. Billing, Bug, Feature). |
| Assigned To | No | Agent responsible for resolving the ticket. |
| Sprint | No | Attach to a sprint for Kanban board tracking (Admin/Agent only). |
| Story Points | No | Effort estimate used in sprint planning (Admin/Agent only). |
Ticket statuses
Newly created, waiting for someone to pick it up.
An agent is actively working on it.
Blocked on a response from the customer or a third party.
Work is done; waiting for customer confirmation.
Fully completed and archived.
Hidden from default views (e.g. spam or duplicates).
Priority levels
Minor issue, no immediate impact.
Should be addressed soon.
Significant impact, needs prompt attention.
Critical — address immediately.
Commenting & activity
Open any ticket to see its full activity timeline. You can post comments (visible to all members with access) and internal notes (visible to Agents and Admins only). Every status change, assignment, and sprint update is automatically logged.
Filtering & searching tickets
The Tickets list page has filters for Status, Priority, Category, Assigned Agent, and Project. Your filter preferences are saved in the browser so they persist between sessions. Use Rows per page to control how many tickets appear at once (10 – 200).