Tickets overview

Tickets turn a conversation into a piece of work your team can assign, prioritize and resolve — without losing the chat it came from.

Tickets can be switched off for a whole workspace. If you don’t see Tickets in the sidebar, the owner has disabled Enable tickets for the workspace in privacy settings.

Creating a ticket

Four entry points:

From	How
The Tickets page	New
A chat	Create Ticket in the chat panel’s Tickets tab
A single message	Create ticket in the message’s action menu
An AI agent	Over MCP

Creating from a message stores it as the ticket’s Source Message (marked Incoming or Outgoing), so whoever picks the ticket up sees exactly what triggered it.

Fields on the create panel

Field	Notes
Title	Required, minimum 2 characters
Description	Free text
Linked Chats	One or more chats — the conversation context
Source Message	Auto-filled when created from a message
Priority	Low, Medium, High
Assign To	A workspace member, or Unassigned
Date	Due date
Files	Attachments, subject to a per-file size limit and a max count per ticket
Custom Columns	Your own ticket fields
Comments	You can queue comments while creating — they save with the ticket

Save with Submit as {status} — the split button lets you choose which status the ticket starts in.

Statuses and priorities

Default statuses: New, Open, Pending, In Progress, Blocked, Solved, Completed, Closed. Priorities: Low, Medium, High.

Both are option lists you can edit — rename them, recolour them, add your own. Changes are recorded in the activity log (Ticket status option updated, Ticket priority option created, and so on).

Closed tickets are read-only

A closed ticket shows a Closed badge and “This ticket is closed and read-only.” Use Reopen to edit it again.

The ticket details panel

Section	Contents
Ticket ID	Stable reference
Title / Description	Editable
Status / Priority / SLA	Inline editors, with an SLA badge
Assign To	Member picker
Created By / Created At, Closed By / Closed At	Audit fields
Last Updated
Linked Chats	Add or remove chats; each links back to the conversation
Files	Add file and download
Custom Columns	Your ticket fields
Comments	Threaded team discussion

Comments and activity

Comments support emoji and are attributable to a member. Alongside them, Entergram records every change as activity you can read back in plain English:

set Status to In Progress
changed Priority from Low to High
cleared Due date
added VIP to Segment

The same events feed Log history and Ticket analytics.

Who can do what

Three separate workspace toggles govern members (owners and admins always have full access):

Members can create tickets
Members can edit tickets — status, priority, fields and linked chats
Members can delete tickets — permanent deletion

A member without permission sees “You do not have permission to create tickets.”