Complete function reference
This reference also explains controls whose purpose may appear obvious. Availability depends on role, edition, project access and enabled features. A hidden function is not necessarily broken.
Sidebar and top bar
| Element | Function |
|---|---|
| Tickessa logo | Identifies the application and changes no data. |
| All inboxes | Opens all permitted active tickets and removes a fixed project filter. |
| Knowledge & snippets | Opens articles, reusable replies, candidates and search index. |
| Feedback | Shows received ticket ratings and linked cases. |
| Team & permissions | Manages users, roles and project access; administrators only. |
| Settings | Opens all administrative configuration areas. |
| Project name | Opens the inbox filtered to exactly that project. |
| User block | Shows the signed-in name and effective role. |
| Sign out | Ends the current session. Unsaved forms are lost. |
| Language | Changes the interface and stores the choice on the user account. Existing ticket content is not translated. |
| Version number | Green: current; red: newer stable release; grey: check unavailable. Administrators use it to open the embedded update area. |
| Role badge | Shows the effective role. |
| Cog button | Opens Settings; aria-pressed identifies the active area. |
Inbox and queues
The New, Open, Waiting for customer, Urgent, Resolved, Quarantine, Personal review and Unanswered tiles are counters and filters. Selecting one again clears it. Resolved and Quarantine are deliberately absent from the normal list. Closed tickets opens the separate archive; Back to inboxes leaves it.
| Action | Function |
|---|---|
| New ticket | Starts a customer email without an incoming message; collects project, recipient, name, priority, language, subject and message. |
| Reload tickets | Reloads tickets and counters from the database without fetching mail. |
| Fetch mail | For administrators, runs protected cron, processes workflows, removes successfully imported mailbox messages and reloads the list. |
| Search | Searches ticket number, subject, contact and message content. |
| Project filter | Limits the list to one project. |
| Status filter | Limits the list to an active state; special queues remain available through tiles. |
| Priority filter | Limits to Low, Normal, High or Urgent. |
| Date sorting | Switches between newest and oldest cases first. |
| Reset filters | Clears search, project, status, priority and queue filters together. |
Selecting a row's subject or body opens details. Selectors change status, assignment or priority directly. The dots menu offers recoverable trashing or spam classification. Touch users receive the same actions after swiping.
Ticket details
- Status, Priority and Assignment save and audit their respective change.
- Product version associates a report with a product release.
- Conversation history shows emails, internal notes, attachments, response origin and technical events chronologically.
- Reply creates a customer email. Reply language overrides the project language only for that ticket.
- Internal note stays inside Tickessa and sends no email.
- Create/refresh AI suggestion creates a reviewable draft when provider, policy, budget and sources allow it. Apply copies it to the normal editor; only Send reply delivers it.
- Reusable replies and knowledge sources insert reviewable content and never send by themselves.
- Personal review requests follow-up and blocks automatic replies for the thread.
- Project plugins may add clearly labelled ticket actions. Their safety confirmation does not replace a customer email.
- Close closes the detail panel, not the ticket. Only its status or an approved workflow closes a ticket.
Details: Managing tickets, Replies and notes, AI assistance, and Personal review.
Knowledge, feedback and team
- Knowledge & snippets: choose project, search, create draft, create version, set internal/public audience, maintain sources and product versions, review, approve, publish or withdraw. Reusable replies are separate from public articles. Candidates can be rejected or converted to internal drafts. The local search index can be rebuilt per project.
- Feedback: view score, comment, project and ticket relation; open the ticket; edit the feedback-request email.
- Team & permissions: create account, edit display name/email, choose role, set active state, assign project access and inspect your own profile. Viewers cannot write; agents work only in allowed projects; administrators configure the installation.
See Knowledge entries, Candidates, snippets and search, and Users and permissions.
Settings – every tab
| Tab | Included functions |
|---|---|
| Projects | Create project and maintain name, slug, support address, default language, colour and active state. |
| Plugins | Set up, inspect, test, change or revoke project extension connections. |
| Portal | Configure public help portal, address, appearance, analytics, retention and public AI help. |
| Forms | Version public contact form, required fields, privacy link, allowed origins and topic mapping. |
| Colours | Set status, priority and assignment colours, preview them and restore defaults. |
| Save and test IMAP/SMTP, folders, sender, TLS, limits, spam headers and spam folder per project; inspect cron errors. | |
| Email texts | Choose project/language, edit subject/body, inspect preview, save a version or reset. |
| Workflows | Control closing, closure email, permanent deletion, feedback requests, personal-review periods and vacation replies per project. |
| AI providers | Manage BYOK profiles, models, tasks, fallbacks, budgets, reply profiles, Tickessa AI, Local AI, routing and controlled auto-send. |
| AI quality | Manage anonymised cases, readiness, preflight, shadow run, individual review, approval and emergency stop. |
| Quarantine | Inspect held messages and signals, then deliberately release or discard them. |
| Trash | Inspect deleted/spam tickets, restore them, release sender blocking and follow due purging. |
| System | Inspect edition, licence, capabilities, server checks, cron, data export and technical diagnostics. |
See Project workflows and deadlines for every workflow switch and period. The other tabs have dedicated chapters under Administration.
Public and external areas
- The help portal exposes only approved, published content for the correct project. Search, categories, featured articles and contact transfer are separate functions.
- The contact form creates a regular web ticket only after submission; opening or filling it sends nothing.
- Public AI help is visibly labelled, uses permitted sources only, and transfers question and result to the editable form only after consent.
- The customer account manages purchases, licences, update periods, downloads, consent, automatic update access and plugin connections. It is not Tickessa's administration interface.
- Cron and the integration API are authenticated server endpoints without normal browser navigation.
Distinguishing save, send and delete
Save stores form values but sends email only where explicitly stated. Test checks a connection and imports no message. Preview changes no customer data. Send reply, manual mail fetching and confirmed plugin actions perform real operations. Trash is initially recoverable; permanent deletion also removes related content after the applicable periods and safeguards.