Skip to main content
You can update a ticket from any ticket list or ticket detail page to reflect the latest progress or changes. Ticket updates include reassignment, priority changes, new comments, and state changes.

​
Manually assigning a ticket

Tickets are assigned using the Assignees field. To assign a ticket
  1. Open the ticket from any ticket view.
  2. Click the Assignees field.
  3. Search for a user by name and select them from the list.
Image
Only members of the project’s group appear in the Assignees list. For example, if a group has three members, only those three users will be available to assign.
Image
Once assigned, the assignee receives a notification in their Inbox. Clicking the notification opens the ticket detail page directly.
Image

​
Updating Priority and Other Fields

In the ticket list view, you can update fields such as Priority, Type, and Tags at any time by clicking directly on those fields. You can also open a ticket and update fields in the Ticket Properties panel on the right side.
Image
All changes are saved immediately and reflected across all ticket views. Every field update is also recorded in the ticket’s activity log, so your team always has a clear history of what changed and when.
Image
After you update a ticket, you are automatically added as a Participant on that ticket and it appears in your My Tickets list so you can easily track everything you are involved in.
Image
Image

​
Adding comments

Comments are where communication, collaboration, and status updates happen during ticket handling. To add a comment:
  1. Click the ticket title to open the ticket details page.
  2. Scroll to the Add a comment section.
  3. Enter your comment and submit.
Image
After a comment is submitted, all collaborators on the ticket receive a notification in their Inbox.
Image

​
Editing or deleting comments

To edit or delete a comment you posted:
  1. Find the comment.
  2. Click … next to the comment.
  3. Select Edit or Delete.
Image

​
Formatting Comments

Comments support rich text formatting including links, inline images, tables, bold, italics, and bulleted lists. Formatting tools are available at the top of the comment editor. Markdown syntax is also supported.
Image

​
Updating Ticket State

Tickets in SeaTicket move through different states as work progresses. For an overview of ticket states and lifecycle transitions, see the Ticket Life Cycle Overview From the Ticket Detail Page
  1. Open the ticket.
  2. Click the State button
  3. Select the desired state from the menu
Image
From the Ticket List
  1. Go to All Tickets or My Tickets
  2. Click the state field directly on the ticket row.
  3. Choose a new State and Substate.
Changes take effect immediately.
Image
Available states depend on how an administrator has configured the project — you may see the standard states (New, working on, Backlog, waiting on user, Completed, not planned, Duplicate) or custom states configured for your team.

​
Resolving and Closing tickets

When work on a ticket is complete, you can close it to mark it as resolved.
  1. Open the ticket.
  2. Click the State button
  3. Select Closed and choose a substate that describes the reason for closure
Image
Closed tickets can be viewed in the Closed view in the ticket list.
Image
When a ticket is closed, the state changes to Closed, the Closed Time is automatically recorded, and the ticket moves from the Open view to the Closed view. Closed tickets remain accessible for reference at any time.

​
Reopening a Closed ticket

If an issue is not fully resolved, a responder can reopen the ticket. To reopen a ticket
  1. Open the closed ticket.
  2. Click Reopen as New and choose a reopen option:
Resets the ticket to new status, treating it as a fresh issue.
Marks the issue as actively being worked on again.
Adds the issue back to the backlog for future attention.
Marks the ticket as waiting for additional input before proceeding.
Closes the ticket with the reason that it will not be fixed at this time.
Closes the ticket as a duplicate of another existing ticket.
Image
  1. Optionally add a comment explaining why the ticket is being reopened.
Once reopened, the ticket moves back to the Open view and is automatically reassigned to the responder who previously resolved it. If that responder is no longer available or part of the group, an administrator can reassign the ticket as needed.