Tickets

Tickets are the core unit of work in FlowMingo. Employees submit requests through guided forms; agents triage, assign, collaborate, and resolve them in Tasks.

Two perspectives

Perspective	Where	What you can do
Employee	Home, My Tickets	Submit requests, follow the public conversation, share access, attach files
Agent / admin	Dashboard, Tasks	Full ticket management, internal notes, merge, delete (if permitted), approvals

Staff can switch to Employee view from the profile menu to preview the requester experience without leaving the workspace.

Submitting a ticket (employees)

Open Home and pick a category (or use search).
Choose the ticket form that matches your request.
Complete required fields — typically Subject and Description, plus any custom fields or file uploads.
Track progress under My Tickets.

Employees only see tickets where they are creator, participant (shared), or assignee. Internal notes, staff-only fields, and in-review-only details are hidden from the employee portal.

Ticket lifecycle

FlowMingo uses a legacy status (open, in-progress, resolved, closed) and, on Pro and Enterprise, custom workflow statuses per ticket form (what agents see in Inbox and Kanban).

Phase	Employee sees	Agent sees
Open	Open	Open (+ custom status label on Pro+)
In progress	In progress	In progress
In review	Shown as in progress	Separate column; approver workflow (Pro / Enterprise)
Resolved	Resolved	Resolved
Closed	Closed	Closed

Priority (low, medium, high, urgent) is independent of status and helps agents sort work.

Conversation and attachments

Each ticket has a thread — the initial description plus replies.

Message type	Who sees it
Reply to requester	Employees and agents; triggers notifications
Internal note	Agents and admins only

Attachments: up to 15 MB per file. Upload from the composer or file custom fields. Images, PDFs, video, and audio can preview inline in My Tickets and agent views.

In the composer, type @ to mention a member and # to link another ticket.

Working tickets as an agent

Dashboard

At-a-glance KPIs: new today, open, in progress, resolved today.

Tasks — Inbox

Sortable table with filters (status, form, category, assignee, custom fields).
Inline edit for status, priority, and assignee when options are loaded.
Bulk actions and saved views (stored per browser).
Open a ticket in a split panel or fullscreen tab bar.

Tasks — Kanban

Columns follow workflow phases (open, in progress, in review when enabled, resolved).
Drag a card to another column → confirm target status and optionally add an internal or public message.
Cards show form icon, priority, assignee, and custom status label.

Ticket detail

Edit custom fields, relations, followers, and approvers (by form configuration).
History tab shows field changes and system events.
Merge combines related tickets into one thread (sources close with a public notice).

Approvals (Pro / Enterprise)

Ticket forms can include an approver field and an in-review workflow phase. Approvers receive notifications; rejections can return the ticket to a previous status with a reason. Consensus rules (all approvers vs. any) are configured per form in Studio.

Integrations

Automate ticket create/update via the Public REST API (Pro / Enterprise). API keys are managed under Admin → API.

Plan differences

Feature	Basic	Pro / Enterprise
Open, in progress, resolved	Yes	Yes
In-review phase	No	Yes
Custom workflow statuses	No	Yes
Full approver workflow	Limited	Yes
Public REST API	No	Yes

FAQ

Why does my ticket ID look like IT-0042?
IDs combine a form-specific code with a sequential number.

Can employees change status or assignee?
No — only agents and admins with edit permissions.

What happens when tickets are merged?
The main ticket keeps the conversation; source tickets close with a public system message.

Can I add messages from an integration?
Yes — use POST /tickets/{id}/comments on the public API. See Public REST API.

Areas — structure categories and forms
Team & roles — who can see and edit tickets
Public REST API — programmatic access