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Once a ticket is open, your team’s job is to move it forward — gathering context, communicating with the requester, delegating to the right agent, and ultimately resolving the issue. FusionDesk gives you a full set of tools to manage every ticket across its lifecycle: inline editing, internal notes, merge workflows, and powerful filters to keep your queue organized. This guide covers all of those actions in one place.
Every action taken on a ticket — status changes, reassignments, edits, replies, and merges — is permanently recorded in the Ticket Activity Log at the bottom of the ticket detail view. This audit trail cannot be edited or deleted, making it a reliable record for compliance reviews and post-incident analysis.

Ticket Lifecycle

Tickets in FusionDesk move through a defined set of statuses from creation to closure. Understanding the lifecycle helps your team communicate progress accurately and keeps SLA timers behaving as expected.

Open

The ticket has been created and is waiting to be picked up by an agent. SLA first-response timer is active.

In Progress

An agent is actively working on the issue. The first-response SLA is paused; the resolution timer continues.

Pending

The team is waiting for a response from the requester or a third party. SLA timer can be paused during this state if configured.

Resolved

The issue has been addressed. The requester receives a notification and can reopen the ticket within the configured reopen window.
After Resolved, a ticket moves to Closed automatically after the reopen window expires (default: 48 hours), or immediately if an agent manually closes it. The full flow is:
Any ticket in Resolved status can be Reopened — which returns it to Open and restarts the relevant SLA timers.

Updating a Ticket

You can update any field on a ticket directly from the ticket detail view. Changes are saved automatically and appear in the activity log.
1

Open the ticket

Click the ticket subject from the queue or search results to open the detail view.
2

Change the assignee

In the right-side Details panel, click the Assignee field and start typing an agent’s name or select a team from the dropdown.
3

Confirm the change

The new assignee is saved instantly. They receive an in-app notification and email alert. The previous assignee also receives a handoff notification if that setting is enabled in your workspace.

Updating Tickets via API

You can update any field on a ticket programmatically using the PUT /tickets/{id} endpoint. Send only the fields you want to change — any fields you omit remain unchanged.
A successful response returns the full updated ticket object with a 200 OK status.

Merging Duplicate Tickets

When multiple tickets describe the same issue — for example, several users reporting the same outage — you can merge them into a single primary ticket to avoid duplicated effort.
1

Open the primary ticket

Open the ticket you want to keep as the primary record. This is usually the oldest or most detailed ticket on the issue.
2

Click Actions → Merge

In the ticket detail view, click the Actions menu (three-dot icon) in the top-right corner, then select Merge Ticket.
3

Search for the duplicate

In the merge dialog, search for the duplicate ticket by ID, subject, or requester name. You can merge up to 10 tickets into one at a time.
4

Confirm the merge

Review which ticket will be the primary and which will be closed as a duplicate, then click Merge. All replies, notes, attachments, and activity history from the duplicate are appended to the primary ticket. The duplicate ticket is marked Closed (Merged) and its requester receives a notification linking them to the primary ticket.
Merging is permanent. Once two tickets are merged, they cannot be unmerged. Take a moment to confirm the correct primary ticket before proceeding.

Closing and Reopening Tickets

To close a ticket manually, open the ticket detail view, click the Status dropdown in the Details panel, and select Closed. You can optionally add a closing note to explain the resolution. To reopen a closed ticket, open the ticket and click Reopen in the status bar at the top of the detail view. The ticket returns to Open status, a new SLA timer starts, and the assigned agent receives a notification. Use the Description field or an internal note to explain why the ticket is being reopened so the agent has full context.
Requesters can reopen their own tickets via the customer portal or by replying to a resolution email — as long as the ticket is still within the reopen window defined in your workspace settings.

Filtering and Searching Tickets

FusionDesk’s queue view supports both quick filters and an advanced filter builder to help you find exactly the tickets you need. Quick filters are available in the left sidebar of the Tickets view:
  • My Open Tickets — tickets assigned to you with an Open or In Progress status
  • Unassigned — tickets with no assignee
  • Due Today — tickets whose SLA resolution deadline falls today
  • Overdue — tickets that have already breached their SLA
Advanced filters let you combine multiple conditions. Click Add Filter above the ticket list to build a query using any combination of: Save any filter combination as a View by clicking Save as View after building your query. Saved views appear in the left sidebar for quick one-click access and can be shared with your entire team. You can also retrieve filtered ticket lists programmatically using the GET /tickets endpoint. The following query returns all open, high-priority tickets assigned to a specific agent:
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