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.
What each row shows
| Column | What’s in it |
|---|---|
| Ticket ID | Unique ID like TKT-000042 |
| Subject | One-line summary entered by the customer |
| Department | Team the ticket was routed to |
| Priority | Low / Medium / High / Urgent |
| Status | Open / Answered / Closed |
| Last activity | Timestamp of the most recent reply |
Filter the list
Use the filter controls above the list to narrow down what’s shown:- By status
- By priority
- By department
Open, Answered, or Closed. Most customers keep this on Open + Answered to see active cases.
Open a ticket
Clicking a row opens the ticket view at:- 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.
Reply to a ticket
Attach files (optional)
Up to 10 MB per file. Allowed types: jpg, jpeg, png, gif, pdf, doc, docx, txt, zip.
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.
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.
Download an attachment
Every file shared in the thread has a download action. It hits:tickets/{tenant_id}/replies/ on the workspace’s public disk and are served to members of the ticket thread.
Close a ticket
When the issue is resolved, close the ticket:Status lifecycle recap
| From | Trigger | To |
|---|---|---|
| (new) | Customer submits the create form | Open |
| Open | Admin posts a reply | Answered |
| Answered | Customer replies | (stays Answered, admin notified) |
| any | Close button pressed | Closed |
Email notifications
Xobito sends emails automatically on these events:| Event | Sent to |
|---|---|
| Ticket created | Admin users + staff assigned to the department |
| Reply posted | The other party (admin ↔ customer) |
| Status changed | The other party |
| Ticket assigned to a department/admin | The new assignee |
Productivity tips
Start each day on Urgent + High
Start each day on Urgent + High
Filter to Priority = Urgent, then High, Status = Open. Work through those first.
Keep replies tight
Keep replies tight
The reply body is capped at 2000 characters for a reason — readers scan, they don’t read. One tight reply beats a rambling one.
Close resolved tickets promptly
Close resolved tickets promptly
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.
Use the subject as your breadcrumb
Use the subject as your breadcrumb
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.
Next
Tickets overview
Back to the tickets hub.
Create a ticket
Open a new ticket from the portal.