Overview
Tickets don't manage themselves — this article covers everything your team can do with them. From creating a ticket in OmniServe to adding internal notes, linking related cases, and archiving resolved ones, Ticket Actions is where the actual work happens. Every action is tracked, every change is logged, and customers are kept in the loop automatically.
How It Works
Creating a Ticket from OmniServe
When handling a customer engagement in OmniServe, agents can open the Tickets sidebar from the action bar and create a ticket linked to that engagement. Ticket creation is a two-step process:
Step 1 — Ticket Info: Select a ticket template, add a title, description, and priority. The template drives what comes next.
Step 2 — Ticket Fields: Fill in the customer's name, phone number, and email (at least one of phone or email is required), assign a team and agent if needed, and complete any custom fields defined in the template.
Once created, the ticket appears at the top of the linked tickets list in the sidebar. The customer immediately receives an SMS or email with a link to their Customer Portal.
Multiple tickets can be linked to the same engagement. Each ticket shows its ID, status, priority, title, creation time, and assigned agent — with a direct link to open it in full view.
Customer-facing tickets must be linked to an engagement. If you need to create a ticket that isn't tied to a customer interaction, use the internal ticket flow below.
Creating an Internal Ticket
Internal tickets can be created from any ticket tab using the [+] icon in the top bar.
They follow the same template-based flow but without customer information fields, since they're not linked to an engagement. Only internal ticket templates appear in the dropdown.
Team leaders can access the template creation page directly from the dropdown if a new template is needed on the spot.
Updating Ticket Status
Tickets move through four main statuses — Submitted, Pending, Ongoing, and Resolved — each with configurable sub-statuses. There are no restrictions on how you navigate: move forward, go backward, or skip statuses entirely based on what the situation calls for.
Selecting a new sub-status triggers an immediate snackbar confirmation. The customer notification waits one minute before sending — if you adjust the sub-status within that window, only the final selection gets sent. Skipped sub-statuses don't trigger notifications.
Linking Tickets
Tickets can be linked to other tickets regardless of type or status. Open the link panel from within a ticket, search by ticket ID or title, and select one or more tickets to link. Archived tickets can be linked too.
To unlink, hover over the linked ticket and use the unlink option — a confirmation prompt will appear before the link is removed. Unlinking doesn't affect the tickets themselves, only the connection between them.
Adding Internal Notes
Notes are private — visible only to your team. To add one, click the notes field, start typing, and hit send. You can:
Mention teammates using @ — they'll receive an email notification with a link to the ticket.
Add emoji using the emoji picker.
Write up to 500 characters per note.
Notes can be edited or deleted after creation. If you edit a note and mention new people, only the newly mentioned users get notified. The original timestamp doesn't change when a note is edited.
Managing Tags
Tags help categorize and filter tickets. Up to 10 tags can be added per ticket. If the company's 350-tag limit has been reached, existing tags must be deleted before new ones can be created.
Tags are managed in Configurations (Team Leader only), but any user can apply them to tickets.
Archiving a Ticket
Any ticket can be archived regardless of its current status. Once archived:
It moves to the Archived tab and disappears from all other tabs.
It can no longer be edited, tagged, linked, or have notes added.
Existing notes, tags, and linked tickets remain visible but no further actions can be taken.
The customer portal is not affected.
To bring a ticket back, use the Unarchive option — the ticket returns to its previous status and position.
Activity Log
Every action taken on a ticket is automatically recorded in the activity log — including status changes, assignments, edits, notes, tags, linking, and archiving. The log entries use clear, consistent language, for example:
Marked this ticket as [sub-status name]
Assigned this ticket to [Agent Name]
Linked this ticket with ticket #T-XXXXXX
Archived this ticket
The log supports infinite scroll for tickets with a long history.
Why It Matters
Seamless ticket creation: Creating tickets from OmniServe takes seconds and keeps everything connected — the engagement, the customer info, and the assigned team — without switching tools.
Smart notifications: Customers are notified at the right moments, without your team having to think about it. The one-minute delay prevents accidental messages from going out.
Internal communication built in: Notes and mentions keep conversations inside the ticket — no side channels, no lost context.
Complete audit trail: The activity log gives team leaders full visibility into what happened, when, and by whom — useful for quality reviews and escalations.
Flexible case management: Linking related tickets, managing tags, and archiving closed cases keeps your queue clean and your context intact.
Up next: learn how to use the Analytics section to track performance and make sense of your ticketing data.