Core concepts
Tickets
How tickets work in Treqdesk — creation, statuses, and lifecycle.
A ticket represents a request that someone flagged by reacting to a Slack message.
Creating a ticket
In any source channel, add a 🎫 or 🎟️ reaction to a message. That message becomes a ticket and a card is posted in your support team’s triage channel.
Ticket lifecycle
Tickets move through a simple, four‑step lifecycle that you can follow directly from the ticket card. Click the appropriate button on the card to start work, mark it resolved, or close it.
| Status | Symbol | Meaning |
|---|---|---|
| Open | ⏳ | The ticket has been created and is waiting for an agent. |
| In progress | 👀 | An agent is currently working on the request. |
| Resolved | ✅ | The request has been fulfilled by the agent. |
| Closed | ✅ | The ticket is closed. |
Assignment
Once a ticket appears in triage, click Assign to me to take it on. Workspaces may also enable auto‑assign so the ticket is routed automatically.
What information is shown
On the ticket card you’ll see just the details that matter:
- Title (from the original message)
- Current status
- Assigned agent
- A link back to the Slack thread where the request came from
- Team name
You don’t need to worry about anything else.