Ticket Management#

While every incoming conversation in Novaza Desk is tracked automatically, the Ticket system adds a structured layer on top — with priorities, SLA policies, formal status workflows, and assignment rules — for teams that need more rigorous issue tracking.

Creating a Ticket#

Tickets can be created in three ways:

From a conversation — open any conversation and click Create Ticket in the right panel. The ticket is linked to the conversation and inherits the contact information.
Manually — go to Tickets → New Ticket to create a ticket without a prior conversation, useful for internally discovered issues.
Automatically — configure an automation rule to create a ticket when a conversation meets certain criteria (e.g., all conversations tagged critical become tickets automatically).

Ticket Fields#

Each ticket includes:

Subject — a short description of the issue
Status — Open, In Progress, Waiting on Customer, Resolved, Closed
Priority — Low, Medium, High, Urgent
Assigned agent and team
Labels — for categorization and filtering
Due date — manually set or automatically calculated from an SLA policy
Linked conversation(s) — one ticket can aggregate multiple related conversations

SLA Policies#

SLA (Service Level Agreement) policies define the maximum time allowed for a first response and for full resolution, based on ticket priority. Configure SLA policies in Desk → Settings → SLA Policies.

Example policy — “Standard SLA”:

Urgent: First response within 1 hour, resolution within 4 hours
High: First response within 4 hours, resolution within 24 hours
Medium: First response within 8 hours, resolution within 48 hours
Low: First response within 24 hours, resolution within 5 business days

When a ticket breaches an SLA threshold, it is visually flagged in the inbox with a red indicator, and a notification is sent to the assigned agent and team lead.

Assignment Rules#

Automatic assignment rules distribute incoming tickets across your team based on configurable criteria:

Round-robin — tickets are distributed evenly to available agents
Load-balanced — new tickets go to the agent with the fewest open tickets
Channel-based — always assign tickets from a specific channel to a specific team
Label-based — route by applied labels (e.g., billing, technical) to a pre-configured team

Configure assignment rules in Desk → Settings → Assignment Rules.

Ticket Views#

Agents can switch between predefined views:

My Tickets — tickets assigned to the logged-in agent
Team Tickets — tickets assigned to any team the agent belongs to
All Open — all open tickets in the workspace
SLA Breached — tickets past their SLA deadline
Custom views — saved filter combinations with a custom name

Merging Tickets#

If the same customer submits duplicate tickets about the same issue, use Merge to combine them into a single ticket. All conversations, notes, and history from the secondary ticket are moved to the primary, and the secondary is archived.