Daily Usage
How to create and resolve tickets in your daily workflow.
Before managing tickets, it's highly recommended you understand what the different Slack emojis mean. Read the Tickets & Lifecycles Concept first.
For Users: Creating a Ticket
Ask your question
Post your question or issue in a designated Source Channel.
Add the reaction
Click the "Add reaction" button on your message and select either the 🎫 :ticket: or 🎟️ :admission_tickets: emoji.
Track the status
You will instantly see a confirmation message in the thread. Watch the emojis on your original message—when the ticket is created, it gets an ⏳ emoji. When an agent starts working, an 👀 emoji implies the ticket is "In Progress".
For Agents: Resolving a Ticket
Monitor Triage
Open your Support Team's Triage Channel. New ticket cards will appear here.
Claim the Ticket
If your team isn't using Auto-Assign, click the Assign to me button on the ticket card. This changes the ticket status to In Progress and automatically places the 👀 emoji on the user's original message.
Respond to the User
Click the "View Thread" link on the ticket card to jump directly to the user's message and reply with your solution.
Mark as Resolved
Return to the ticket card in the Triage channel and click the Resolve button. This automatically places the ✅ emoji on the user's original message, signaling that the work is complete.
Reassign a ticket
If you need to pass a ticket to a different agent (for example if you're switching shifts or the issue needs a different skillset), open the ticket card and click Reassign. Choose the new agent and confirm; the ticket moves immediately under their name.