Getting Started with Tickets — Your First Board and Ticket

This guide walks you through creating a Tickets board, adding your first ticket, and understanding how columns map to your workflow.

Finding Tickets

Tickets appears in the left navigation bar under your team-facing features. If you don't see it, check with your admin — you need the tickets.read capability. Admins grant capabilities from the Team page.

Creating a board

Open Tickets and click New board. Give it a name that reflects the team or workflow it belongs to — for example, "Marketing Requests" or "IT Support". Add a short description so team members understand what this board is for.

The first board you create is automatically set as the default board. If your organisation has the cross-branch feature enabled, you can also mark a board as accepting inbound tickets from other branches.

Understanding columns

Each board comes with a default column layout. Columns have a semantic type that determines how Pulse handles tickets in them:

• Intake — the landing zone for new requests. New tickets created by team members (including cross-branch senders) land here unless you route them elsewhere.
• Active — work in progress. Most boards have one or more active-type columns for different stages.
• Approval — movement forward is gated. A ticket can't leave an approval column without a sign-off from a designated approver. See Part 4 for the full approval workflow.
• Done — completed tickets. The completion timestamp is recorded automatically when a ticket enters a done-type column.
• Archive — the final resting place. Requesters (including cross-branch senders) can't see tickets in archive columns — this keeps the historical record separate from active work.

You can rename, reorder, and add columns from Board Settings (the gear icon on the board). Column names are yours to customise; the semantic type is what Pulse uses internally.

Creating your first ticket

Click New ticket on any board. Fill in:

• Title — a clear, specific description of the request. Avoid generic titles like "Design work" — instead write "Design social post for June product launch".
• Description — additional context, requirements, file links, or constraints.
• Category — the type of work. Your admin sets these up in Board Settings (examples: Design, Website update, Language check). Categories let you filter the board and run reports by work type.
• Priority — Low, Normal (default), High, or Urgent. Priority adds a visible badge on the ticket card so the team can triage at a glance.
• Due date — optional, but recommended for anything time-sensitive.

Click Create ticket. The ticket lands in the Intake column and gets a permanent reference number (TKT-001, TKT-002, etc.). The submission date is immutable — it can't be edited after creation.

Moving tickets between columns

Drag a ticket card to a different column, or open the ticket and use the Move button. The board tracks every column change in the activity feed on the ticket.

If you move a ticket into an Approval column, Pulse will automatically create approval requests and notify the designated approvers — it doesn't simply move and stay quiet.

Assigning team members

Open a ticket and use the Assignees section to pick from your organisation's active team members. Clients aren't assignable. Each assigned member gets an in-app notification and appears as an avatar on the ticket card so the board immediately shows who owns what.

Reference numbers

The ticket reference number (TKT-123) is always visible and clickable. Sharing the URL /tickets/{boardId}?ticket=123 opens the ticket detail modal directly — useful for pasting in notifications or messages.