Understand how ticket records work in Sanka, including support requests, pipeline stages, priorities, associations, imports, ownership, and AI checkpoints.
Last updated: May 28, 2026
The Ticket object tracks support requests, service issues, implementation requests, and other customer-facing or internal requests that need status, priority, owner, and follow-up. Use tickets when the team needs to triage an issue, connect it to customers or deals, and keep the resolution history visible.This reference explains what a ticket record should contain, how tickets connect to other records, and what to check before creating, updating, importing, mapping, closing, or troubleshooting tickets with AI, CSV, integrations, or manual entry.
Claude/Codex
Review this ticket before updating it. Check requester, company, related contact, related deal or order, status, priority, owner, pipeline stage, source, attachments, duplicate tickets, and whether it is expected behavior or a possible bug. Do not update or close it yet.
Reviewing ticketI reviewed the ticket. Confirm requester, owner, stage, related records, evidence, and whether this is a configuration issue before changing the status.
Ask for another ticket check...
What a ticket record represents
A ticket record represents one request or issue that should be triaged, owned, and resolved. It should help the team answer:
Who reported the request?
Which company, contact, deal, order, invoice, item, or integration is affected?
What is the current status and priority?
Who owns the next step?
What evidence, screenshot, file, message, or source system created the ticket?
Is the expected outcome documented, or does the report describe a possible bug?
Common fields include:
Ticket ID or record ID
Subject, description, status, priority, pipeline, and stage
Owner, requester, source channel, and source detail
Related company, contact, deal, order, invoice, payment, item, task, contract, or custom object
Attachments, messages, screenshots, comments, and resolution notes
External ticket IDs from CSV imports or connected systems
Ticket fields, stages, and priorities can be customized by workspace. If a stage or priority is missing, check ticket pipeline and property settings before treating it as a bug.
How tickets connect to other records
Tickets are useful when they stay connected to the record that explains the work.
Companies and contacts: requester, affected customer, or support recipient
Deals and orders: sales or fulfillment context for a customer issue
Invoices and payments: billing disputes, payment questions, or reconciliation follow-up
Items, inventory, and locations: stock, SKU, shipment, or warehouse-related issues
Tasks: internal follow-up work created from a ticket
Contracts and subscriptions: renewal, entitlement, or agreement context
Integrations: source system mapping, external ticket IDs, and sync status
A ticket does not fix the related record by itself. Closing a ticket should mean the team has resolved or explicitly accepted the request outcome.
Review before changing tickets
Ask AI to review the ticket and related records before assigning owners, changing priority, closing the ticket, importing tickets, or replying to the customer.
Sample prompt
/sanka Review this ticket before changing it. Compare requester, company, contact, related deal/order/invoice/item, status, priority, owner, pipeline stage, source channel, external ticket ID, attachments, comments, duplicate tickets, permissions, and audit history. Do not update or close the ticket yet.
For ticket imports or integration mapping, ask for a dry-run review first.
Sample prompt
/sanka Review this ticket import or integration mapping before running it. Map ticket ID, external ticket ID, subject, description, requester, company, contact, status, priority, owner, pipeline stage, source channel, and duplicate key. List rows that need manual review. Do not create or update tickets yet.
Expected behavior
When a ticket is created or updated successfully:
It appears in the Ticket object list unless it is archived, filtered out, or hidden by the current view.
Status, priority, owner, stage, requester, source, related records, attachments, comments, and custom fields are saved when configured.
Related records can show the ticket as support or request context.
Integrations and CSV imports can store source details and external ticket IDs for future updates.
Reports can include ticket volume, status, priority, owner workload, and resolution trends.
Workflows and actions can create or update tickets when trigger conditions and permissions allow it.
Ticket updates do not bypass permissions, required fields, pipeline settings, source mapping, association rules, view filters, or audit history.
Troubleshooting
A ticket is missing from the list
Check the current view, archive state, status, priority, owner filter, pipeline, permissions, source system, and whether the ticket was imported into another workspace.
A ticket is linked to the wrong customer
Review requester email, company or contact association, external ticket ID, source mapping, imported customer identifier, and duplicate records. Do not merge or close tickets until the affected customer is confirmed.
A workflow did not update a ticket
Check the trigger conditions, ticket pipeline, required fields, owner permissions, related record scope, and whether the workflow action is enabled.
A ticket was closed too early
Review comments, resolution notes, related records, customer confirmation, and whether the issue is expected behavior, a setup issue, a missing permission, or a product bug.
AI cannot decide whether this is a bug
Ask AI to compare the ticket evidence, expected behavior docs, related records, source channel, import or integration mapping, permissions, workflow history, and audit log. Treat it as a possible bug only after setup, permissions, source data, and documented behavior have been checked.
Checkpoints
Before changing ownership, priority, stage, customer links, source mapping, or closure status, check ticket evidence, related records, permissions, source details, duplicates, and audit history.
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Review ticket lifecycle
Logs
Search logsAll actionsAll dates
ID / ActionDateTarget / ItemChangeActor
3Ticket triaged2026/05/20 10:00Payment question ticketChecked requester, company, invoice, and prioritySupport lead
2Related records confirmed2026/05/20 10:20Payment question ticketLinked invoice and payment before replyOperations admin
1Closure held2026/05/20 10:45Payment question ticketCustomer confirmation was missing, so ticket stayed openClaude / Codex
Ticket review should confirm requester, related records, status, source evidence, and resolution notes before customer-facing replies or closure.
