Organising Tickets — Categories, Priorities, Assignees, and Comments
How to use categories, priorities, and assignees to keep your Tickets board readable, and how comments and the activity feed create an audit trail.
Pulse · 16 Jun 2026
A board with 20 tickets in the same column looks like noise. This guide explains how to use the built-in organisational tools so any team member can walk up to the board and immediately understand what is happening.
Categories
Categories classify the type of work a ticket represents. Your admin creates them in Board Settings → Categories. A marketing team might have: Design, Website update, SMS campaign, Social post, Language check. A support team might have: Hardware, Software, Access request, Training.
Once categories are set up, they appear as a dropdown when creating or editing a ticket. On the board view, each category is colour-coded so you can visually scan the distribution of work types across columns.
Categories are board-specific — they aren't shared across boards by default. If you manage multiple boards, each can have its own category structure.
Priorities
Every ticket has a priority level:
- Low — background tasks, no deadline pressure
- Normal — the default; standard turnaround expected
- High — needs attention before low and normal tickets
- Urgent — drop everything; immediate attention required
Priority appears as a colour-coded badge on the ticket card. Most teams sort their In Progress column by priority so urgent work stays at the top.
Assignees
Each ticket can have multiple assignees. Open the ticket detail and click Add assignee to pick from active, non-client team members. Each person is notified when assigned.
The ticket card shows assignee avatars in a compact row. If more than three people are assigned, the card shows the count (e.g., +2). Removing an assignee is done from the same Assignees section — click the X next to their name. Assignments are tracked in the activity feed.
Due dates
Set a due date when creating or editing a ticket. Overdue tickets get a visual indicator on the board and appear in the dashboard overdue count. Due-soon tickets (within 3 days) also surface in the summary.
Due dates are editable — changing a due date logs the old and new dates in the activity feed so the history is preserved.
Comments
The Comments tab on a ticket detail is the primary communication thread for that work request. Comments are permanent and can't be edited or deleted — this is by design. It creates an honest, sequential record of what was discussed, decided, and changed.
To add context or a file, use the Attachments tab. Attachments support file uploads or link references (paste a URL to a Figma file, a Google Doc, a shared folder, etc.).
The activity feed
Every significant action on a ticket is logged automatically in the Activity tab: who created the ticket, every column move, every assignee change, due date edits, and approvals. You don't need to narrate these in comments — the activity feed handles it. Use comments for decisions, feedback, and discussion.
Searching and filtering
The board toolbar has a search field that filters tickets by title across all visible columns. You can also filter by category, priority, and assignee. Combine filters to quickly answer questions like "show me all high-priority design tickets assigned to Sarah that are currently in review".
Reference numbers
Every ticket gets a permanent reference number (TKT-001, TKT-002, etc.) the moment it is created. Reference numbers never change, even if the ticket is archived. Use them in messages, email threads, or conversations to make it unambiguous which ticket you mean.