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Once tickets exist, the day-to-day work happens on the list view and inside individual tickets. This page covers everything that happens after a ticket is created.

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The ticket list

/{subdomain}/tickets shows every ticket the current user has access to — for a customer, that’s their own tickets. Fresh activity bubbles to the top based on last_reply_at.

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What each row shows

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Filter the list

Use the filter controls above the list to narrow down what’s shown:
Open, Answered, or Closed. Most customers keep this on Open + Answered to see active cases.

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Open a ticket

Clicking a row opens the ticket view at:
From there you see:
  • Header — ticket ID, subject, status, priority, department.
  • Thread — the original body, then every reply in chronological order with its attachments.
  • Reply composer — at the bottom, for adding your next message.
  • Close action — a button to resolve the ticket.

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Reply to a ticket

1

Scroll to the composer

At the bottom of the ticket view.
2

Type your reply

Plain text. Required. Minimum 5 characters, maximum 2000 characters.
3

Attach files (optional)

Up to 10 MB per file. Allowed types: jpg, jpeg, png, gif, pdf, doc, docx, txt, zip.
4

Click 'Send Reply'

Posts to POST /{subdomain}/tickets/{ticket}/reply. The reply is appended to the thread and the other party is emailed.
When an admin replies, the ticket status moves to Answered. When a customer replies on an Answered ticket, it’s the admin’s turn to respond — follow-up emails are sent automatically in both directions.

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Writing a reply that helps

Stay within 2000 characters

If you need more room, attach a document rather than pasting walls of text.

Reference specifics

Quote the relevant ticket ID, invoice number, or campaign name in every reply.

One issue per reply

Don’t pile three questions into one message — answer a, b, c in order.

Attach proof

Screenshots of error states, confirmation emails, or policy documents — up to 10 MB per file.

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Download an attachment

Every file shared in the thread has a download action. It hits:
Attachments live under tickets/{tenant_id}/replies/ on the workspace’s public disk and are served to members of the ticket thread.

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Close a ticket

When the issue is resolved, close the ticket:
1

Open the ticket

From the list.
2

Click 'Close Ticket'

Posts to POST /{subdomain}/tickets/{ticket}/close.
3

Status flips to Closed

The other party gets an email letting them know the ticket has been closed.
A closed ticket is archived. If the same customer needs help again, open a new ticket — don’t try to resurrect an old closed one.

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Status lifecycle recap

Only three statuses exist: Open, Answered, Closed. There’s no “on hold” or “pending” — if a case is waiting on a third party, leave a reply explaining and keep it Answered.

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Email notifications

Xobito sends emails automatically on these events: If a customer isn’t receiving emails, double-check spam and the email on file against the contact record.

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Productivity tips

Filter to Priority = Urgent, then High, Status = Open. Work through those first.
The reply body is capped at 2000 characters for a reason — readers scan, they don’t read. One tight reply beats a rambling one.
A ticket that hasn’t had activity in a few weeks is almost certainly resolved. Close it; the customer can always open a new one.
When you reference a ticket in email or Slack, paste the full TKT- ID — it’s copy-paste searchable from the list.

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Automation and webhooks

Ticket events do not trigger outbound webhooks. The Xobito webhook system fires only on Contact, Status, and Source create/update/delete events — not on ticket activity. For automation around tickets, reply through the UI or monitor the email notifications.

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Next

Tickets overview

Back to the tickets hub.

Create a ticket

Open a new ticket from the portal.