A ticket is a single piece of work with an owner, a priority, and a status you track over time. Where the inbox is for live conversations, tickets are for follow-up that someone needs to own until it is done.
The stages a ticket moves through
Every ticket has one status, and you move it along as the work progresses:
Open, new and not started.
In progress, someone is working on it.
Waiting on customer, you are waiting for a reply.
Resolved, the work is done.
Resolved is the final stage. There is no separate Closed status, and nothing auto-closes a ticket for you.
What is on a ticket
A subject and a description.
An assignee (a person) and, optionally, a team.
A priority: Low, Medium, High, or Urgent.
A type and category that group it, plus a timeline of everything that has happened to it.
The demo ticket
The first time you turn tickets on, Mando adds one demo ticket so the board is not empty. It is called "Damaged packaging on order 1024", carries a Demo badge, and starts as Open and unassigned. It is only an example, so delete it whenever you like.