Tickets

A ticket is a request from outside: from a contact form, an app, an email, a monitor or a phone call. Each one has a number in the format TK-1044.

The list

The list on the left, the open ticket on the right. Filter by status (“All”, “Open”, “In progress”, “Waiting”, “Resolved”) and by channel. The “?” button explains how reports come in and offers “Copy form code”.

Channels: Contact form, App, Email, Monitor, Customer portal, Phone, On site, Stripe and API. How to set up the intake channels is described under Ticket intake.

Priorities: Low, Normal, High, Critical.

Response deadlines (SLA)

A ticket’s response deadline comes from the customer’s contract (customer record › “Contract & SLA”):

The deadline is fixed when the ticket is created — a later change of contract does not move any open deadlines. The list shows the remaining time (“Reply due in 1 h 35 min”), red below two hours, yellow below six hours, after that “overdue”. Without an active contract there is no promised deadline; the ticket then shows “No active contract” or “External request”.

Status follows from the history

Nobody maintains the status by hand; it follows from what happens in the history:

• The first reply to the customer stops the clock and sets “Open” to “Waiting”.
• If the customer writes back, “Waiting” or “Resolved” goes back to “Open”; the deadline starts again — from “Resolved” just as from “Waiting”, provided the customer has an active contract. If they reopen a resolved ticket, an email “Ticket TK-… reopened” also goes to the recipients from Settings › Notifications (can be switched off).
• Internal notes and drafts change nothing.

Status and priority can still be set by hand in the ticket header.

Replies, notes, drafts

Below the history is a field with three buttons — deliberately three and not one with a checkbox:

• “Send reply” sends an email to the customer and sets the ticket to “Waiting”.
• “Internal note” stays within the team; the customer never sees it.
• “As draft” saves a reply without sending it — this is also how Claude prepares replies.

If an agent key has the permission tickets:reply (only if you switch it on, see Claude and MCP), Claude also sends replies itself — the same way as “Send reply”, with a fixed notice to the customer that an AI assistant wrote it. In the history, such replies are marked “sent by AI” with the name of the key.

If reply templates are set up, they appear as buttons above the field. Replies carry the sender name and mailbox from Settings › Email sender; if the customer replies, their email lands in this ticket again.

Actions in the header

“Create task” turns the ticket into a task for Claude — with the whole ticket: the subject becomes the title, the description carries number, link and sender and the complete history in chronological order (every message in full with sender and time, internal notes marked as such, attachments as a list). Drafts are not included because they have not been sent. Under “More”: “Assign project” or “Change project”, “Invoice from ticket” (owner only), “Edit” and “Delete ticket”. If time is booked on the ticket or a timer is running on it, VentionDesk refuses to delete it.

In the customer portal

If the customer portal is switched on, the switch “Visible in portal” / “Not in portal” appears below status and priority. A ticket is only visible on its own if it arrived through a verified channel: from the portal, created by hand, or by email from a known address of the customer (email in the customer details or a portal account). Reports from form, app and interface, and emails from unknown senders, stay “Not in portal” until you switch it on — even if they are assigned to a customer. Switching it off removes a ticket including its history again.

Creating a ticket by hand

For phone calls, on-site appointments and forwarded emails: “+ New” › Ticket (key t) or “Create ticket”. Fields: Subject, Channel (Phone, On site or Email), Urgency, Customer, Project, Who called, Address for the reply and What was discussed (required).