Ticket Management
Pingtree includes a built-in ticket management system so you can report issues, request help, and track the status of ongoing work — all without leaving the platform.
Creating a Ticket
To open a new support ticket, navigate to Support > Tickets and click New Ticket.
Fill in the following fields:
| Field | Description |
|---|
| Title | A short, descriptive summary of the issue |
| Description | Full details of the problem or request |
| Priority | How urgently this needs to be addressed |
| Attachments | Screenshots, files, or logs to help the support team |
Be as specific as possible in the description. Including steps to reproduce an issue, the affected campaign or source, and any error messages will help the team resolve your ticket faster.
Ticket Priority Levels
| Priority | When to Use |
|---|
| Low | Minor issues or questions with no immediate impact |
| Medium | Issues affecting workflow but with a workaround available |
| High | Significant problems impacting campaign performance |
| Urgent | Critical issues causing system downtime or data loss |
Ticket Statuses
Tickets move through a defined lifecycle so you always know where things stand:
| Status | Meaning |
|---|
| New | Ticket has been submitted and is awaiting triage |
| Open | The support team is actively working on the issue |
| Blocked | Progress is paused due to a dependency or blocker |
| Pending Client | The team is waiting for additional information from you |
| Testing | A fix has been applied and is being verified |
| Closed | The issue has been resolved |
Viewing Your Tickets
Table View
The default view lists all tickets in a sortable table. You can search, filter, and sort by any column.
Kanban Board View
Switch to the Kanban view to see tickets organized by status in columns. Drag and drop tickets between columns to update their status instantly.
The Kanban board is great for getting a quick overview of where your team’s workload is concentrated — especially useful during busy campaign launches.
Filtering and Searching
Use the filter toolbar to narrow down your ticket list:
- Status — filter by one or more statuses
- Priority — focus on urgent or high-priority items
- Assignee — view tickets assigned to a specific team member
- Tags — filter by custom labels applied to tickets
- Date Range — narrow results to a specific time period
- Organization — filter across multiple organizations (enterprise accounts)
Use the search bar to find tickets by keyword across titles and descriptions.
The pipeline view at the top of the ticket list shows a count of tickets in each status at a glance.
Ticket Detail View
Click any ticket to open the detail view, which includes:
- Full description and all ticket fields
- Comment thread — add updates, questions, or notes
- Attachments — view existing files or upload additional ones
- Change history — a complete audit log of every status change, field update, and assignment
Inside an open ticket, use the comment box to communicate with the support team. Attach files directly to comments or use the attachment section on the ticket.
Ticket Change History
Every action taken on a ticket is recorded in the History log, including:
- Status changes
- Priority updates
- Assignee changes
- Comments added
- Attachments uploaded
This audit trail ensures full accountability and makes it easy to review the timeline of any issue.
