Skip to main content
A ticket is a piece of follow-up somebody owns: an unhappy review to answer, a low survey score to call back, a problem a customer reported. It carries a status, an owner, watchers, a comment thread and a full history of who did what. Click Tickets in the left navigation.

​
Step 1: Find the ticket

The subnav gives you four standard views, each with a live count:
  • Assigned to Me — the default landing view; the ones you own
  • Open Tickets — everything still open
  • Watching — tickets you asked to follow
  • Closed — the ones that are done
Saved views your team has created appear underneath. Narrow further with the filter bar: Location, Status, Status Type (Not Started, In Progress, Done), Created Date, Owner (including Assigned to me and Unassigned), Watcher (including Watching (me)), Custom, a sort toggle between Newest First and Oldest First, and a search box, “Search tickets…”. Each ticket is a card. Click it to open.
Landed on a filter set you’ll want again? Save it — it becomes its own subnav entry with a live count, alongside the four standard views.

​
Step 2: Read what happened

The ticket page opens with the ticket’s name and number at the top, then a toolbar with the date, the location, the status, the owner and the watcher count. Under that, if the ticket came from somewhere, you get the source: the review itself for a review ticket, the survey response for a survey ticket, or the description someone typed for a ticket raised by hand. Then two tabs:
  • Activity & Notes — the history and the comment thread, oldest first
  • Customer Messages — the message thread with the customer
The activity timeline records everything automatically. Entries read like “Ticket created”, “Ticket status updated from New to In Progress”, “Ticket assigned to Dana Reyes”, “Ticket closed”, “Ticket reopened”, “Ticket name updated to …”, “Ticket location changed to …”. Entries Liftify recorded by itself show as System.

​
Step 3: Set the status, owner, and watchers

All three are edited straight from the toolbar, and each saves the moment you pick — there is no separate save. Status. Click the colored status pill and pick a new one. Your account’s statuses are grouped under Not Started, In Progress, and Done. Owner. Click the name — or Unassigned — and pick a teammate. There’s a Search people… box, and Unassigned at the top to hand it back to the pool. Watchers. Click the eye icon with the count. Under Select Watchers, tick everyone who should follow the ticket. Watching doesn’t make anyone responsible for the ticket — it decides who gets emailed about it.
Emails about a ticket go to its watchers and its owner, nobody else. If you want a colleague kept in the loop, add them as a watcher — having permission to see tickets is not enough on its own to get them notified.

​
Step 4: Comment and @mention

The comment box sits at the bottom of Activity & Notes, prompting “Add a comment - use @ to mention someone”.
  1. Type your note. Comments are internal — they are not sent to the customer.
  2. To pull a colleague in, type @ and start their name. Pick them from the list that appears. They’ll be emailed about the mention.
  3. Templates next to the button drops in a saved response instead of typing it out, if your role includes response templates.
  4. Click Save.
Your own comments get Edit and Delete controls underneath. An edited comment is marked (edited). You can only edit or delete comments you wrote.

​
Step 5: Message the customer

Comments stay internal. To actually contact the customer, use the Customer Messages tab — it’s the same thread you’d see in the Inbox, with the same composer. If the ticket has no contact attached, the tab says Link a contact to send messages — “A contact must be associated with this ticket before you can view or send messages.” Link one first (below). A ticket raised from an anonymous review or an unmatched survey response has no contact. The details sidebar says so — “This review is not linked to a contact.” — and shows a Link to Contact button. Click it and either search your contacts (“Search contacts by name, email, or phone…”) or fill in First Name, Last Name, Email, Phone and Location to create one, then click Link. Liftify confirms with “Contact linked successfully.” If the details you enter match a contact you already have, Liftify says so and offers Use this contact rather than creating a duplicate. Once linked, the sidebar shows Customer, Email, Phone Number, Created, Last Activity, any custom fields with a value, and a View All link to the full contact record.

​
Step 7: Edit or close the ticket

Edit ticket — in the header, or Edit Ticket in the Actions menu — opens Edit Ticket, where you can change Name, Description and Location (including No location). Click Save Changes; Liftify confirms “Ticket updated successfully.” Closing a ticket means moving it to a Done status. There is no separate close button. Pick a status in the Done group — your account’s default set ends with Resolved and Closed — and the timeline records “Ticket closed”. Moving it back to an open status records “Ticket reopened”. Delete Ticket, in the Actions menu, removes it permanently after a confirmation. Only do this for tickets raised in error — deleting takes the whole history with it. Prefer a Done status.

​
Create a ticket by hand

  1. Click Create Ticket on the tickets list.
  2. Pick who it’s about: search your contacts, or click New Contact and fill in the contact form.
  3. On the next screen fill in the Details: Status, Title (“Short summary of the issue”), Description (“Additional details about the issue”), Owner, and Watchers. Title and Description are both required.
  4. Click Create. Liftify confirms “Ticket created successfully.”
Change Contact takes you back a step if you picked the wrong person. Tickets can also open themselves from a bad review or a low survey score — see Create tickets automatically.

​
Export the list

Export CSV on the tickets list exports what you’re currently looking at, so filter first. A window tracks the job and shows Your CSV is Ready with a Download button when it’s finished.

​
Change the statuses your team uses

Click Manage Statuses in the subnav. Statuses are grouped into Not Started, In Progress and Done, and the page explains: “Customize the statuses used to track ticket progress. Drag statuses within a group to reorder them.”
  • Add New Status — set Status Type, Name (“e.g. In Review”) and Color, then click Add Status.
  • Edit an existing one inline and click Save Changes.
  • Drag by the handle to reorder within a group. You can’t drag a status into a different group.
  • Default status for assigned tickets — “A new ticket moves here automatically when it gets an owner. Only one status can hold this; picking it here removes it from the current one.”
Two deletions are refused, because they’d break the workflow:
  • “You can’t delete the only status new tickets start in. Set another status as the default first.”
  • “You can’t delete the only Done status. Add another Done status first.”
And a status still in use can’t go either: “Cannot delete a status that has tickets assigned to it.” Move those tickets first.

​
Troubleshooting

A ticket I’m watching is read-only. Watching lets you see and follow a ticket, not change it. If you need to work it, get it assigned to you. I can’t find a ticket a teammate mentioned. The default view is Assigned to Me. Switch to Open Tickets, or Closed if it’s already done. The tickets list is empty and says “No tickets assigned to you”. That’s the default view doing its job — click View all open tickets. A teammate isn’t in the Owner or Watcher list. Owners and watchers have to have access to the ticket’s location. Change the ticket’s location, or ask whoever administers your account about that person’s location access. Nobody got an email about a ticket. Check the owner and the watcher list — those are the only people notified. I can’t edit someone else’s comment. By design. Only the author can edit or delete a comment.