Ticket
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Reading time: 7 minutes
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In short: Tickets in Timebook are essential for managing feedback, requests, and bug reports. It covers how to create and manage Tickets, whether manually or through external integrations, via the [Inbox] module configurable in Team settings. There is also a dedicated section on generating other Timebook objects from Tickets.
In Timebook, Tickets are dynamic objects designed to help you manage and track feedback, requests, and bug reports, driving continuous discovery. Tickets allow you to capture and process valuable insights from your users or team. Each Ticket holds key details, like descriptions and attachments, to help you turn feedback into actionable steps and unlock opportunities to improve your product.
To manage Tickets efficiently, you can use a separate [Inbox] module for each Team. With Inbox, you can connect external tools like Slack for automated feedback capture or configure an email address and forms to collect feedback directly. For full control, you can also create Tickets in the [Inbox] module manually whenever needed.
From each Ticket, you can easily generate Work Items or Opportunities to ensure feedback translates into actionable tasks or recorded ideas. This flow helps you stay organized and turn insights into progress. See below for more information on generating objects from Tickets.
As a Team Admin or Owner, you must first enable the Ticket and Inbox features in your Team’s settings. You can also customize the [Inbox] module’s behavior by creating custom statuses or increasing automatization by integrating with external resources like Slack.
For more information, see Inbox settings
Each Timebook Team has a dedicated [Inbox] module for managing Tickets, offering multiple perspectives through different data layouts. The [Inbox] module is designed to streamline feedback collection, organize responses efficiently, and provide clear insights for your Team to act on.
You can access Ticket-related data in the following ways:
As a Customer Support Lead, you can use the [Inbox] module to automatize all incoming customer issues, whether from Slack, email, or forms.
As a Product Manager, you can turn insights into actionable Work Items or Opportunities and prioritize product improvements that address real user needs efficiently.
The [Inbox] module holds all the feedback-related data, which you can customize using various layouts, filters, and grouping options. Additionally, you can save these customized views as public for all members to access or keep them private for your personal use.
We have dedicated articles that explain how to manage data views and layouts in several Timebook modules, including this one.
For more information, see Layouts & views
Ticket creation in the [Inbox] module is designed to be mostly automatic, pulling feedback and requests from connected external sources like Slack, email, or forms. However, you can also create Tickets manually to ensure all important information is captured.
For more information on configuring your Inbox to capture feedback automatically, see Inbox settings
To create a Ticket manually:
Click the [+] button at the top of the list of Tickets. The button placement may vary depending on your chosen data layout.
Give your new Ticket a meaningful name. At this stage, you can also:
Add a short description.
Assign the Ticket to a specific person.
Assign the Ticket to another Team that uses the [Inbox] module using the selector at the top.
Click [Create...] to save your changes. The new Ticket is added to the list.
Open the Ticket to edit its details and access all the available options and properties.
When editing a Ticket, explore sections and tabs on its card to easily access all management options. See below for more information.
In Timebook, each Ticket has its own card that displays all the options and properties you can use to manage it. In different layouts, you can also use cards to move your Tickets around. For instance, you can drag and drop a Ticket card to:
Mark the status and progress of the Ticket in the Board layout.
Change the Ticket’s position in the List layout.
After you open a Ticket card, you can manage and navigate using the options in the top bar.
You can safely close a Ticket card by clicking out of it. We will save all the changes you made to the Ticket.
You can use existing Tickets to generate other Timebook objects to quickly turn feedback into actionable steps. Once generated, you can quickly assign the new object to the appropriate Team, ensuring that the right people are involved in driving the next steps forward.
You can generate the following objects from a Ticket:
Work Item: To turn feedback into actual work. This could be especially helpful when dealing with reported bugs.
Opportunity: To turn feedback into ideas for improvement. This could be especially helpful when dealing with customers’ requests or pain points.
When you generate a new object from a Ticket, several details from the original Ticket are automatically carried over to the new object, ensuring consistency and saving you time. The copied details include:
Description
Priority
Tags
Links and attachments
Watchers
The objects you generate from a Ticket will be displayed in the [Related] section of its card. See below for more information.
When you look at the left side of a Ticket card, you’ll notice several sections. Each section has a specific purpose: to help you describe the feedback, categorize it, or add supporting resources.
Here’s an overview of the sections of a Ticket card and their purpose:
The sections presented above are not exclusive to Ticket cards.
Cards of other object types in Timebook, such as Goals or Work Items, have nearly identical designs.
When you look at the right side of a Ticket card, you’ll notice several tabs. They allow you to further define your Ticket, provide an update, and track changes over time.
Here’s an overview of the Ticket card tabs and their purpose:
Properties
You can use multiple fields in this tab to fine-tune, categorize, or track your Ticket. You can start by changing Status or Assignee, but there are more properties to handle more complex cases.
Comments
Activity
[Activity] This tab tracks all actions and changes made to a Ticket, providing a detailed history of events. It displays them in chronological order, showing when changes were made and by whom. The information in this tab is generated automatically, usually including status updates, reassignments, and comments.
We put all the tabs in a drawer, so you can hide them by clicking the [Collapse/Expand] button at the top of your Ticket card.
For more information, see our separate article dedicated to
This tab allows members to communicate, share updates, and collaborate directly within the Ticket. They can ask questions, provide updates, or offer feedback, making it a central hub for Ticket-related communication. You can mention others using the @ symbol and notify specific people directly.
For more information, see
