Skip to main content

Tickets

The Tickets module lets your team create and track internal support requests, issues, or tasks that need to be routed to a specific group or person — independent of a client case. These are internal tickets, not client-facing requests.

Navigate to Tickets in the left sidebar.

Note: Ticket routing rules (which tickets go to which group) are configured by an administrator in Admin Settings → Ticket Routing.

1. What is a Ticket?​

A ticket represents an internal request or issue. Examples:

  • "Need access to the shared drive"
  • "Client is asking for a status update — who's handling it?"
  • "System issue with the client portal login"
  • "Request to create a new workflow for H-4 EAD"

2. Creating a Ticket​

  1. Navigate to Tickets.
  2. Click New Ticket.
  3. Fill in:
    • Subject — brief description of the issue or request
    • Category — the type of ticket (used for routing)
    • Priority — Low, Normal, High, or Urgent
    • Description — full details of the issue
    • Attachments — any relevant files (optional)
  4. Click Submit.

CaseBright will route the ticket to the configured group or person based on the category and routing rules.

3. Ticket Statuses​

StatusMeaning
OpenNew, not yet assigned or acknowledged
In ProgressBeing worked on
PendingWaiting on additional information
ResolvedIssue has been addressed
ClosedTicket is fully closed

4. Working with Tickets​

Assigned to you​

The My Tickets view shows all tickets currently assigned to you. Update the status as you work through them.

All tickets (managers/admins)​

With the appropriate permissions, you can see all tickets across the organization and reassign them.

Commenting on a ticket​

  1. Open a ticket.
  2. Type your comment in the Reply box.
  3. Click Submit Reply.

All ticket activity — status changes, assignments, and comments — is visible in the ticket's activity log.

Closing a ticket​

  1. Open the ticket.
  2. Change the status to Resolved once the issue is fixed.
  3. After the reporter confirms, close it or set it to Closed.

5. Admin: Ticket Routing Settings​

Administrators can configure routing rules at Admin Settings → Ticket Routing. Rules define:

  • Which category maps to which group or person
  • Notification preferences when a ticket is created

See the Admin Settings chapter for configuration details.