Tickets
Tickets are units of work within projects. Use them for support requests, tasks, bugs, or any trackable work item.
What Are Tickets?
Tickets represent individual work items:
- Support requests from clients
- Internal tasks and to-dos
- Bug reports
- Feature requests
- Any discrete piece of work
Every ticket belongs to a project, which belongs to a company.
Creating Tickets
Manual Creation
Navigate to project
Or use Cmd+K to search.
Click New Ticket
Or press N from the tickets list.
Enter details
Title, description, priority, assignee.
Save
Ticket is created and assigned.
Email-to-Ticket
Automatically create tickets from emails:
- Go to Settings → Email Integration
- Copy your project’s unique email address
- Give it to your client
- Emails to that address become tickets
support+acme-corp@mail.govantage.coEach project can have its own email address. Client emails go directly to the right project.
Ticket Fields
Standard Fields
| Field | Purpose |
|---|---|
| Title | Brief description |
| Description | Full details, supports markdown |
| Status | Current state (customizable) |
| Priority | Urgency level |
| Assignee | Who’s responsible |
| Due Date | When it’s needed |
Custom Fields
Add any fields your workflow needs:
- Ticket type (bug, feature, support)
- Environment (production, staging)
- Client-facing (yes/no)
- Whatever you need
Statuses
Default statuses:
| Status | Meaning |
|---|---|
| Open | New, not started |
| In Progress | Being worked on |
| Waiting | Blocked, waiting on client |
| Resolved | Work complete |
| Closed | Verified and done |
Custom Statuses
Create your own workflow:
- Go to Settings → Ticket Statuses
- Add, rename, or reorder statuses
- Set which statuses count as “open” vs “closed”
Priority Levels
- Critical - Drop everything
- High - Do soon
- Medium - Normal priority
- Low - When you have time
Priority affects sort order in lists and can trigger SLA timers if configured.
Views
List View
Traditional list with sortable columns. Best for:
- Bulk operations
- Detailed filtering
- Export to CSV
Kanban Board
Drag-and-drop cards by status. Best for:
- Visual workflow
- Team standups
- Sprint planning
My Tickets
Filtered view of tickets assigned to you. Access via sidebar or G then T.
Time Tracking on Tickets
Log time directly to tickets:
- Open the ticket
- Click the timer or Log Time
- Time is linked to both the ticket and its project
Benefits:
- See time spent per ticket
- Know exactly what work was done
- Invoice with line-item detail
Comments & Activity
Adding Comments
- Internal comments (team only)
- Client-visible comments (sends email)
Toggle Client visible carefully. Client-visible comments send an email notification to the ticket requester.
Activity Feed
Every ticket tracks:
- Status changes
- Assignment changes
- Time logged
- Comments added
- File attachments
Bulk Operations
Select multiple tickets to:
- Change status
- Reassign
- Update priority
- Add to sprint
- Close
SLA Tracking
Set response and resolution time targets:
| Priority | First Response | Resolution |
|---|---|---|
| Critical | 1 hour | 4 hours |
| High | 4 hours | 24 hours |
| Medium | 8 hours | 72 hours |
| Low | 24 hours | 1 week |
Vantage shows countdown timers and alerts when SLAs are at risk.
Next Steps
- Time Tracking - Log time against tickets
- Projects - Ticket parent containers
- Reporting - Ticket metrics and SLA reports