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What are tickets

Tickets are incidents about devices, integrations, spaces, or anything else your operators need to track to resolution. They live in the Tickets list, where each row carries a state, a source, and a timeline. For operations and facilities admins managing incidents.

What a ticket is

A ticket is one row representing one incident. It carries:

  • State — Open, In Progress, or Resolved. The team works the ticket through these states.
  • Source — where the ticket came from: Health monitor, User, or Workflow. Different sources mean different ownership and lifecycle expectations.
  • Subject — the device / integration / space / other entity the incident is about.
  • Kind — operational category (Device offline, Integration credentials invalid, Multiple devices offline, User report, …). Workflow-opened tickets can supply a free-form kind.
  • Timeline — chronological list of every event: opened, started, resolved, reopened, comments, description edits.
  • Description — a markdown body. Editable; edits land on the timeline.
  • Sequence — a per-org running number (#42) used in URLs and copy. Use this for human references.

The Tickets list page with a mix of device-offline, bad-credentials and unreachable tickets. Highlight the State filter.

Where tickets come from

Today, four sources:

  • Health monitor — fires automatically when a device or integration goes unhealthy past the debounce window. See the Health Monitor KB.
  • User — a person clicks "Report issue" (when that flow is enabled) and files a ticket directly.
  • Workflow — a workflow's Open Ticket action files a ticket from an external signal (a scheduled check, an integration's event). See Open Ticket from external check.
  • Platform outage (future) — a backoffice-declared "platform X is down" surface. Not shipped yet; the word "outage" is reserved for it.

What you do with a ticket

  • Triage — read it in the Tickets list, click through to detail. Decide if it's actionable.
  • Start — flip Open → In Progress to signal "I'm on it." Recipient: anyone subscribed to the Ticket Started workflow trigger.
  • Comment — append a note. Markdown, immutable.
  • Edit the description — keep the body up to date as you investigate. Edits land on the timeline.
  • Resolve — close it. If the underlying subject is still unhealthy, the health monitor may reopen the same ticket (inside the reopen window).
  • Reopen — pull a Resolved ticket back to Open when the issue recurs.

Workflows that fan out

Every state transition emits a workflow trigger: Ticket Opened, Ticket Started, Ticket Comment Added, Ticket Resolved, Ticket Reopened. Wire each to your notification channel of choice. Worked example: Alert when a device goes offline.

For workflow-driven mutations, three action nodes exist: Open Ticket, Resolve Ticket, Add Comment. See the workflows KB's action catalog.

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