Your quest log is empty. Time to fix that.

The Short Version

Ticket queue with priorities and tags

  1. Click + New Ticket in the tickets panel.
  2. Fill in the Subject, pick a Customer, set Priority.
  3. Add an initial message if you have context.
  4. Hit Create.
  5. Resolve it. Earn XP. Level up.

The Details

Required Fields

Subject is a short description of the problem. "Login broken on mobile" beats a paragraph that buries the lede.

Customer is who needs help. Pick from the list or create a new customer on the fly.

Priority sets urgency and base XP:

Priority XP Reward When to Use
Urgent 75 XP Everything is on fire
High 50 XP Important, not apocalyptic
Normal 25 XP Standard work, most tickets
Low 10 XP Nice to handle when you have time

(If your team's priority labels are customized, the underlying values still map to these four.)

Optional Fields

Tags: categorize for easier filtering later.

Initial Message: context to get the conversation started.

Attachments: screenshots, logs, whatever helps.

The Ticket Lifecycle

Status What it means
New Just created, waiting for someone to pick it up
Open Actively being worked
Pending / Waiting on customer Ball is in their court (SLA timer pauses here, if your team has those statuses configured to pause SLA)
Resolved Fixed, waiting for confirmation
Closed Done. XP awarded.

The exact list of statuses and which ones pause SLA is configurable per team in Settings → Global → Ticket Statuses.

How XP Works for Tickets

You earn XP when a ticket you're assigned to is closed. The amount depends on priority, SLA performance, efficiency (how few back-and-forth messages it took), and whether you've got an active streak going.

SLA tier multipliers stack: hitting Gold (resolved in under 25% of the target time) triples your ticket's XP value. Silver doubles it. Bronze pays standard. Missing the SLA pays nothing extra.

Don't worry about the math on your first ticket. Just help the customer and close it out. The system rewards good work naturally.

Your First Ticket Checklist

  • Click + New Ticket
  • Add a Subject and Customer
  • Set Priority (Normal is fine when in doubt)
  • Create it
  • Respond with an actual solution
  • Close it
  • Watch the XP notification pop

Welcome to the party.