Tickets
Collect requests from a client or an internal tool, track them from New to Done, and create a ticket straight from a project task.
A ticket is a one-off request: a bug to fix, an improvement, a change requested by a client. Each ticket belongs to a space and lives in its Tickets tab.
Statuses, priorities and references
- Statut (Status): Nouveau (New), En cours (In progress) or Terminé (Done). The Tickets tab shows one column per status.
- Priorité (Priority): Basse (Low), Moyenne (Medium, the default) or Haute (High).
- Référence (Reference): each ticket has a number within its space, preceded
by the space's prefix, for example
SEO-12.
The prefix is built from the space's name: a single word gives its first four
letters ("Stralya" → STRA), several words give their initials ("The Camavinga
House" → TCH). For internal tools, a leading "Klickbee" is ignored ("Klickbee
SEO" → SEO).
Create a ticket
There are three ways to create a ticket:
- From the space: Tickets tab → Nouveau ticket (New ticket). Fill in the Demande (Request — the title), the Détails (facultatif) (Details, optional), the Priorité and, for an internal tool, the relevant Fonctionnalité (Feature). Then click Créer le ticket (Create the ticket).
- From a project task (see below).
- From Slack, with the Créer un ticket Klickbee (Create a Klickbee ticket) shortcut. See Slack connector.
A ticket's panel
Click a ticket to open its panel:
| Field | Purpose |
|---|---|
| Title | Editable in place. |
| Statut | Nouveau, En cours or Terminé. |
| Responsable (Owner) | The person handling the ticket (Non assigné, Unassigned, by default). |
| Priorité | Basse, Moyenne or Haute. |
| Fonctionnalité | The tool feature concerned (internal tools). |
| Tâche liée (Linked task) | The project task the ticket came from, with a link to the project. |
| Origine (Source) | For a ticket from Slack: Voir dans Slack (View in Slack) opens the original message. |
| Description | The details of the request. |
| Commentaires (Comments) | The discussion. See Comments. |
Under the title, the ticket shows who requested it and when (for example Demandé par Claire depuis Slack, Requested by Claire from Slack).
Tickets from Slack
When the status of a ticket from Slack changes, the requester is notified in the original Slack thread. Your comments are also posted there if the Répondre aussi dans le fil Slack (Also reply in the Slack thread) box is ticked.
Create a ticket from a task
During a project, a task often brings up a request to handle separately: a fix on the client's website, an improvement to an internal tool. Rather than jotting it down somewhere, create a ticket linked to the task:
Open the task, go to the Tickets liés (Linked tickets) section, and click Créer un ticket (Create a ticket).
Fill in the Titre du ticket (Ticket title — "Ce qu'il faut faire ou corriger", What needs doing or fixing), the Détails (Details) and the Priorité.
Click Créer le ticket.
The ticket is created in the project's space and stays linked to the task: the task lists its tickets with their status, and the ticket shows its Tâche liée.
The project must be attached to a space. Otherwise, Klickbee Projet shows "Impossible de créer le ticket : ce projet n'est rattaché à aucun espace" (Can't create the ticket: this project isn't attached to any space). Use Actions › Déplacer vers un client (Actions › Move to a client) on the project's page.
Deliver several tickets together
On an internal tool, tick several tickets, then click Créer une mise à jour (Create an update): they'll be handled and delivered in one go. See Updates.
Delete a ticket
Supprimer le ticket (Delete the ticket), at the bottom of the panel, deletes it permanently. This action is restricted to Admins and the Propriétaire (Owner).