Ticket*

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In short: In this article, you’ll learn how Tickets in Timebook are essential for managing feedback, requests, and bug reports. It covers how to create and manage Tickets, whether manually or through external integrations, via the [Inbox] module configurable in Team settings. There is also a dedicated section on generating other Timebook objects from Tickets.

What are Tickets?

In Timebook, Tickets are dynamic objects designed to help you manage and track feedback, requests, and bug reports, driving continuous discovery. Tickets allow you to capture and process valuable insights from your users or team. Each Ticket holds key details, like descriptions and attachments, to help you turn feedback into actionable steps and unlock opportunities to improve your product.

To manage Tickets efficiently, you can use a separate [Inbox] module for each . With Inbox, you can connect external tools like Slack for automated feedback capture or configure an email address and forms to collect feedback directly. For full control, you can also create Tickets in the [Inbox] module manually whenever needed.

From each Ticket, you can easily generate or to ensure feedback translates into actionable tasks or recorded ideas. This flow helps you stay organized and turn insights into progress. See below for more information on generating objects from Tickets.

As a Team Admin or Owner, you must first enable the Ticket and Inbox features in your Team's settings. You can also customize the [Inbox] module's behavior by creating custom statuses or increasing automatization by integrating with external resources like Slack.

For more information, see Inbox (Team settings)*

Managing Tickets in the Inbox

Each Timebook Team has a dedicated [Inbox] module for managing Tickets, offering multiple perspectives through different data layouts. The [Inbox] module is designed to streamline feedback collection, organize responses efficiently, and provide clear insights for your Team to act on.

As a Customer Support Lead, you can use the [Inbox] module to automatize all incoming customer issues, whether from Slack, email, or forms.
As a Product Manager, you can turn insights into actionable Work Items or Opportunities and prioritize product improvements that address real user needs efficiently.

The [Inbox] module holds all the feedback-related data for your Team, which you can customize using various layouts, filters, and grouping options. Additionally, you can save these customized views as public for all members to access or keep them private for your personal use.

We have dedicated articles that explain how to manage data views and layouts in several Timebook modules, including this one.

For more information, see Layouts & views*

Creating a Ticket

Ticket creation in the [Inbox] module is designed to be mostly automatic, pulling feedback and requests from connected external sources like Slack, email, or forms. However, you can also create Tickets manually to ensure all important information is captured.

To create a Ticket:

Click the [+] button at the top of the list of Tickets. The button placement may vary depending on your chosen data layout.
Give your new Ticket a meaningful name. At this stage, you can also:
Add a short description.
Assign the Ticket to a specific person.
Assign the Ticket to another Team that uses the [Inbox] module using the selector at the top.
Click [Create...] to save your changes. The new Ticket is added to the list.
Open the Ticket to edit its details and access all the available options and properties.

After you create a Ticket, you can use its [Related] section to connect it to other Timebook items. This way, you can easily align your work with the work of others.

See below for more information.

Ticket cards

In Timebook, each Ticket has its own card that displays all the options and properties you can use to manage it. In different layouts, you can also use cards to move your Tickets around. For instance, you can drag and drop a Ticket card to:

Mark the status and progress of the Ticket in the .
Change the Ticket's position in the List layout.

After you open a Ticket card, you can manage and navigate using the options in the top bar.

Options available in the Ticket's top bar

[Navigation arrows] These arrows help you navigate between recently opened objects. Use the arrows to quickly return to the previous object and then move back to the original one. This is especially useful when navigating between linked objects or parent and sub-objects.
[Parent object indicator] If your Ticket has a defined parent object, we will show the parent's type and name here. You can click the indicator to open the parent object's card.
[Item ID] This field shows the unique number of your Ticket in Timebook. Click the ID field to copy it for future reference.
The following options are available in the top-right corner of the card:
- [Generate] Use this button to generate other Timebook objects from this Ticket. See below for more information.
- [Collapse/Expand] This button lets you show or hide the right-side drawer. The drawer contains all the properties of your Ticket, such as Assignee, Status, and the Team it is assigned to. Expand the drawer to modify properties or collapse it to focus on the description or attachments.
- [Copy link] Use this button to copy a link to your Ticket for quick sharing with others.
- [Watch] This feature is useful if you are not the creator or assignee but still want to track changes. When you start watching a Ticket, we will notify you about all important changes. You can also assign others to watch a Ticket.
- [...] Use this additional menu for more options. You can [Duplicate] your Ticket to create an identical copy in the same location, [Link parent] to select a parent object for your Ticket, or [Delete] it if it's no longer needed.

You can safely close a Ticket card by clicking out of it. We will save all the changes you made to the Ticket.

Generating objects from Tickets

You can use existing Tickets to generate other Timebook objects to quickly turn feedback into actionable steps. Once generated, you can quickly assign the new object to the appropriate , ensuring that the right people are involved in driving the next steps forward.

You can generate the following objects from a Ticket:

Work Item: To turn feedback into actual work. This could be especially helpful when dealing with reported bugs.
Opportunity: To turn feedback into ideas for improvement. This could be especially helpful when dealing with customers' requests or pain points.

The objects you generate from a Ticket will be displayed in the [Related] section of its card. See below for more information.

Ticket cards: sections

When you look at the left side of a Ticket card, you'll notice several sections. Each section has a specific purpose: to help you describe the feedback, categorize it, or add supporting resources.

Here’s an overview of the sections of a Ticket card and their purpose:

Name

This field will be prepopulated if you use automated feedback capture configured using the Inbox settings.

You can edit this field at any time to rename your Ticket. Next to this field is a switch that lets you change the type of your Ticket. Click the icon next to the name to select a different type.

Ticket card: tabs

When you look at the right side of a Ticket card, you'll notice several tabs. Each allows you to further define your Ticket, schedule the actual work, or provide an update.

Here’s an overview of the Ticket card tabs and their purpose:

Tabs of a Ticket card

[Properties] You can use multiple fields in this tab to fine-tune, categorize, or track your Ticket. You can start by changing the status or assignee, but there are more properties to handle more complex cases. For more details, see our separate article dedicated to Properties*
[Schedule] This tab shows the time slots dedicated to actual work. You can schedule more by using the [+] button and clicking anywhere on the calendar grid. This will create a tile representing the time slot scheduled for this Ticket. This tab is your go-to when you want to check how much time was spent on a specific Ticket.
[Comments] This tab allows members to communicate, share updates, and collaborate directly within the Ticket. They can ask questions, provide updates, or offer feedback, making it a central hub for Ticket-related communication. You can mention others using the @ symbol and notify specific people directly. For more information on how comments work in Timebook, see Pages*
[Activity] This tab tracks all actions and changes made to a Ticket, providing a detailed history of events. It displays all events in chronological order, showing when changes were made and by whom. The information in this tab is generated automatically, usually including status updates, reassignments, and comments.