Working with tickets

This guide covers the day-to-day mechanics of managing support tickets in Mantle—statuses, assignment, organization, and tracking multiple issues within a single conversation.

Ticket statuses

Every ticket has a status that reflects where it is in your workflow:

Click the status badge on any ticket to change it. You can also set status automatically using Flows—for example, auto-resolve tickets after 7 days of no response.

Assigning tickets

Tickets can be assigned to individual agents, teams, or both.

Agent assignment

Assign a ticket to a specific person on your team. The assignee sees the ticket in their personal queue and is responsible for responding.

To assign a ticket:

1. Open the ticket

2. Click the assignee field in the sidebar

3. Select an agent from the list

Team assignment

Assign tickets to a team when anyone in that group can handle it—like "Billing" or "Technical Support." Team members see these tickets in their shared queue.

You can assign both an agent and a team. This is useful when someone specific owns the ticket but the broader team should have visibility.

Priority levels

Set priority to help your team focus on what matters most:

• High — Urgent issues that need immediate attention

• Medium — Standard priority (default)

• Low — Can wait, not time-sensitive

Priority shows as a colored dot on tickets in the list view, making it easy to spot urgent items at a glance.

Tags

Tags let you categorize tickets however makes sense for your team. Unlike status or priority, tags are freeform—create whatever labels you need.

Common uses for tags:

• Issue type: bug, feature-request, billing

• Product area: checkout, dashboard, api

• Urgency context: enterprise, trial-user, churned

To add tags, click the tags field on a ticket and type. Existing tags autocomplete as you type. You can apply multiple tags to a single ticket.

Internal notes

Sometimes you need to communicate with your team without the customer seeing it. Internal notes let you:

• Leave context for the next agent who picks up the ticket

• Ask a teammate a question about the issue

• Document troubleshooting steps you've tried

To add an internal note:

1. Click Add internal note in the ticket composer

2. Write your note—you can use formatting, mentions, and attachments

3. Click Add note

Internal notes appear in the ticket timeline with a distinct yellow background so you can tell them apart from customer messages.

Tracking issues with Loops

Real support conversations aren't one question, one answer. Customers often ask multiple questions in a single message, or new issues come up as you troubleshoot.

Loops help you track each individual topic within a ticket so nothing falls through the cracks. When a customer asks three different things in one message, create three separate Loops to track each one independently.

Creating a Loop

To create a Loop from a customer message:

1. Click the menu icon (⋯) on the message

2. Select Open loop

3. Review the details—Mantle's AI suggests a summary and category

4. Click Open loop

You can create multiple Loops at once by clicking Add another loop before saving.

Managing Loops

Open Loops appear in the ticket sidebar. You can see at a glance how many are open vs. closed. Click any Loop to see its details or close it when that specific issue is resolved.

Pinned messages

Long ticket threads can get hard to navigate. Pin important messages—like the original problem description or a key piece of context—so they're easy to find.

To pin a message, click the menu icon (⋯) on any message and select Pin message. Pinned messages are accessible from the ticket header.

Bulk actions

Need to update multiple tickets at once? Select tickets from the list using the checkboxes, then use bulk actions to:

• Change status across all selected tickets

• Assign to an agent or team

• Set priority

• Add or remove tags

This is especially useful for triaging a backlog or reassigning tickets when someone is out.