Tickets in Pulse — Kanban for Internal Service Teams

Projects in Pulse track client-delivery work. Quick Jobs handle one-off billable tasks. Tickets is the third pillar — it is your internal work-request system, built for teams that need to route tasks between people, departments, and branches without chaos.

What Tickets solves

Service businesses typically manage internal requests through WhatsApp group threads, shared spreadsheets, or email chains. Nothing is tracked, nothing has a deadline, and nobody knows what is overdue. Tickets gives every request a reference number, an owner, a status column, and a history — without the per-seat pricing that makes tools like monday.com or Jira unaffordable for small teams.

The structure: boards, columns, and tickets

A board is a project space — most teams have one per department or workflow. Each board contains columns that represent stages in your process (for example: Intake → In Progress → Approvals → Done → Archive). A ticket is a single task request that moves through those columns as work progresses.

Columns have types that Pulse uses for automation and reporting:

• Intake — new requests land here
• Active — work in progress
• Approval — decisions must be made before moving forward
• Done — completed and logged
• Archive — hidden from requesters, preserved for records

Who uses it

Tickets is designed for internal teams. Clients never see it. It respects the same capability system as the rest of Pulse, so you can give some team members full access to manage boards, while others can only create and track their own tickets.

Cross-branch routing

If your organisation has branches, tickets can be sent from one branch to another. A resort branch can open a design request directly on the HQ marketing board, track it from their Outgoing Tickets view, and get notified when it moves to Done — without ever logging into the HQ account.

Approval gates

Approval columns block forward movement until a designated approver signs off. Approvers get an in-app notification and a direct link — they do not approve via email reply. Every approval and rejection is recorded in the immutable activity feed.

Automation rules

Boards can have when/then automation rules: assign a team member when a ticket enters a column, set a due date when a ticket is created, post a reminder when a ticket goes overdue, or move a ticket to Done automatically after it is approved. Rules run automatically so routine steps do not require human attention.

Custom intake forms

Attach a custom form to any ticket category. Every ticket created in that category will include the form fields inline, so submissions arrive with structured, complete information from the start. Combined with named intake routes for cross-branch requests, this turns your Tickets board into a fully structured intake pipeline — correct routing, the right form, auto-assigned, with a due date, all without manual intervention after the initial setup.

Plan availability

Tickets is available on all paid Pulse plans. If your organisation has branches, each branch inherits the plan of the master account, so the full ticket system is accessible across the entire group from day one.

Parts in this series

This series walks you through the complete Tickets system in six parts:

1. Getting started — creating a board, setting up columns, and creating your first ticket
2. Organising work — categories, priorities, assignees, comments, and the activity feed
3. Cross-branch routing — sending tickets between branches and tracking outgoing work
4. Approvals — approval columns, approvers, the full approval workflow, and the audit trail
5. Automation rules — creating when/then rules that assign, move, notify, and comment automatically
6. Forms and intake routes — attaching custom forms to categories and setting up named intake routes for structured cross-branch intake