Tickets, tasks and comments

A ticket is one customer request, from its beginning to its recorded outcome. omotto tracks it automatically. People can set its status label and owner. The recorded outcome, revenue and billing remain automatic.

Tasks and comments brings your team’s work and private discussion together. A task can be Promised to customer or Internal.

How it works

A conversation is the chat on one line. A ticket is the request being handled. Several tickets can happen in one conversation, and one ticket can continue across the same customer’s conversations or channels. See customer profiles and linked identities.

The ticket contains:

Tasks and comments: checkboxes for work, and private comments with replies. Existing team notes appear here with their authors and edited markers.
What happened: a read-only history of customer needs, messages, tasks and available team or Expert correspondence.
Value and Human handling, where available: recorded orders and a summary of staff involvement.

Ticking a task does not send a customer message, reopen a ticket, change its closing outcome or change billing. An open task does not prevent quiet closure.

Status and owner

The two pills beneath the ticket title show its status and owner. People with ticket-management access can open either pill to change it. Search statuses by name or description. The picker groups them into To do, In progress, Waiting on customer, Done and Cancelled. Your workspace can add its own labels within these fixed states.

Choosing Done or Cancelled closes the ticket immediately. Choosing an open state on a closed ticket reopens it. Cancelled does not remove the work from billing or change any numbers. omotto still assesses how the request ended. If omotto is replying, the change may be refused; wait for the reply to finish and try again.

The owner can be a team member, omotto, or Unassigned. Mine shows the tickets you own. A person who no longer has workspace access reads as Unassigned. Assigning omotto does not return control of a conversation you took over; use the conversation’s handback action separately.

omotto sets the state when activity changes: a new ticket starts at To do; replies, takeover and starting a task can move it to In progress. An answer with nothing owed moves it to Waiting on customer. A later customer reply moves it back to In progress. A quiet close moves it to Done. Only people choose Cancelled.

Promised and internal tasks

System-created tasks come from tracked team requests and arrangements to return with an answer. They start as promised. Staff-created tasks start as internal unless you turn on Promised before adding them.

omotto may record team follow-ups, such as a call, cancellation or credit, as tasks marked omotto. They can be promised to the customer or internal, as marked on each task. Staff own completion and can edit, tick or delete them. A team need can close while its tasks remain on the ticket; closing the need does not complete the tasks.

Only an open task marked Promised to customer puts an open ticket in the Promised view. Internal, completed, let-go and conditional-offer tasks do not. The footer explains whether the ticket belongs in Promised.

Task state	Meaning
Open	Work still to do. An offered return arrangement stays out of Promised while the customer chooses a channel.
Done	Completed by a staff tick or recorded completion evidence. The box is checked.
Let go	No longer needed, rather than completed. The box is checked and the status says Let go.

The state of the task is separate from the ticket’s recorded outcome. Handled can still have unfinished work. Unanswered means a customer need remained without an answer. Unresolved means a recorded problem remained, such as a final answer that was not delivered. See Analytics.

Comments stay private

A task with replies has a coloured reply-count chip and a one-line preview of the latest reply. Select either to open the thread. A thread opens automatically only when it contains a reply you have not seen; your read marker is personal, not shared with the team.

Comments and their replies are private to your team. Without a picked @omotto mention they do not instruct the bot. Choosing @omotto, or assigning a task to omotto, hands work to the bot as a directive. That can lead to customer messages or other actions, without approval of wording or steps. For your own urgent customer answer use the conversation.

A recorded closing answer can appear as the first reply under a task, with its author, source and closed this task marker. It is your team’s original answer, not another copy you need to send. omotto can also close a task on its own when it stands down from a team request: Done when the team’s answer reached the customer, or Let go when the customer no longer needs it. Its first reply is then omotto’s internal explanation, marked In the conversation. If omotto is unsure, the task stays open. A task you gave omotto as a directive is not closed this way; it goes back to you instead. Missing or erased evidence does not have a replacement answer.

Where to find it

In Inbox, open a conversation and choose Ticket beside Conversation. With several tickets, choose from Tickets on this conversation. You can also enter the same record through Promised, Open tickets or History, or Open ticket in Details. Tasks and comments is in the ticket record; Details keeps a compact task checklist.

Set it up

No setup is needed. Task controls need ticket-management permission. Comment creation and editing use separate note permissions. Read-only colleagues can inspect the card without changing it.

Add a task or comment

Type in the one-row composer below the list. It starts in comment mode.
To add a task, click the leading icon or type [] or [ ] at the beginning. The marker disappears and task controls appear.
For a task, optionally turn on Promised and choose a person with Assign. Otherwise it starts Internal and unassigned.
Press Enter to add it. The text, Promised choice and assignment clear for the next item.

Backspace at the beginning of a task draft switches it back to a comment. Enter during text composition does not submit.

Assign or mention a colleague

Click the avatar beside a task to open its assignee picker.
Search by name or email, then choose a person or Unassigned. Email helps distinguish people with the same name.
To mention someone while writing a task, comment or reply, type @ and choose them from the picker.

A picked mention notifies the colleague through their notification preferences. A typed name that was never picked does not. In a new task, an explicit Assign choice wins; otherwise the first picked mention assigns the task. A new picked mention in an existing task label also assigns it. Mentions in comments and replies only notify; they do not reassign a task.

If an assigned colleague loses workspace or Inbox access, the task reads Unassigned. The saved assignment is kept. Restoring access shows it again unless someone reassigned the task.

Give a task to omotto

Click the task’s avatar to open Assign task to….
Under Assistant, choose omotto. omotto can take any open task, including an internal one. To give omotto a task that’s already done, reopen it first.
Choose Reply to expand the task. Directive to omotto · from … shows the instruction and who gave it.
Read the replies. Working on it records progress. Waiting on you and Question · @You mean omotto needs your input.
Answer in Reply to omotto… (same as answering in the team channel) and press Enter.

The task’s text becomes the directive. You can also type @ and choose omotto while adding a task or comment. This creates a task for omotto. Picking @omotto in a task reply hands that task to omotto and uses the reply as the directive. On a comment reply it creates a separate task; the comment stays in place, and the task links back to its source comment. Merely typing the name without choosing it does not hand over work.

The task and internal channel show the same messages, marked also in the team channel on the task. Earlier replies are available as context when the task is handed over. Available Expert correspondence appears with with …; it is read-only.

omotto reports back to the assigner. A completed report checks the task off. If omotto cannot complete it, the report says why and hands the still-open task back. If that person no longer has access, the task becomes Unassigned instead. Reports and questions tag the assigner when they still have access.

Complete, let go or reopen a task

Click an unchecked box to mark the task done.
Click a checked box to reopen that task, whether it was done or let go.
When the work is no longer needed, use Let go (no longer needed) instead of the checkbox.

Click the Promised to customer or Internal chip to switch the flag. That changes whether an open task counts in Promised; it does not send anything to the customer.

Edit or convert an item

Click a task label or comment body and edit the text. Task labels can be edited even when they were created automatically.
Press Enter or move focus away to save. Labels are plain text, not formatted text.
To turn a comment into a task, type [] at its beginning or choose Turn into task.
To turn an open internal task into a comment, press Backspace at its beginning or choose Turn into comment.

Conversion keeps the item’s position and replies. A promised task must be switched to Internal first. Completed or let-go tasks do not convert; reopen them first. Conversion needs both task and comment permissions.

Replies and Hide done

Choose Reply under a task or comment to open its replies.
Type a reply and press Enter. You can pick mentions here too.
Turn on Hide done to hide done and let-go tasks. Comments stay visible.
Choose Show … done to reveal them again.

Hide done is your personal preference and survives a reload. It does not delete tasks or hide them from colleagues.

In What happened, select a numbered need to jump to its evidence. Show everything expands folded messages; Compact collapses them. Available team and Expert exchanges have their own expansion buttons. After the ticket closed separates later changes from the original closing event; Show changes reveals the details.

Copy link to ticket copies the ticket link. Sharing the link does not grant access.

Settings

Kind is the category chip beside the ticket status. omotto chooses it automatically; an authorized colleague can correct it. Choices include Quick answer, Question, Complaint, Order support, Booking, Sales and Other. This does not change the outcome or complete a task.

Tasks start Internal; Promised is off in the composer. Hide done is off until you choose it. Neither is a business-wide bot setting.

Settings → Workflow → Statuses

Open Settings → Workflow to manage Statuses. The five states cannot be renamed or reordered. Inside each state:

Edit a status name or its optional description directly. Changes save automatically.
Choose Add a status to… to append a row. Type its name; leaving an empty row discards it.
Drag the grip to change the order within that state.
Choose Make default on another label to change the default. The default cannot be deleted.
Choose Delete on a non-default label. If tickets use it, confirm the number of tickets and the default they move to. This includes closed tickets; their outcome and billing do not change.

Names allow up to 40 characters, descriptions up to 300, and each state holds up to 20 statuses. Unnamed shipped defaults display in each viewer’s language; names you type stay as written. A description tells omotto when to choose a label within a state. With no described custom choice, it uses the default. Readers without management access can inspect this page but cannot edit it.

What happens when…

The ticket goes quiet or the customer returns

Tickets normally close after a period without activity. Closes, where shown, is an estimate: new activity or pending work can delay it. An open task does not itself prevent closure. A later continuation may reopen the old ticket or start another one. Editing or reopening one task does not reopen the ticket.

A closed ticket with an open promised task can remain in Closed, still unchecked. It does not increase the Promised badge, and tasks can still be ticked after close.

omotto asks which conversation to use

When several conversations belong to the ticket and there is no clear reachable choice, the task asks Which conversation should omotto use? Choose a conversation from its channel and last-activity buttons. Nothing is issued before you choose. A choice that is no longer available is refused with an explanation. If no conversation can be used, omotto hands the task back with a reason.

A closed ticket cannot receive a new omotto assignment. Read the refusal; assigning a task does not reopen the ticket. Checking, letting go or reassigning the task retires the old directive. Reopening it does not restart omotto: choose omotto again to give a fresh directive.

The return arrangement is still being verified

An offered channel choice is not an open promised task. An open task can nevertheless remain open while contact verification is unfinished. It does not prove that the team received the request. Read What happened and the return-arrangement details before assuming delivery succeeded.

Recorded activity completes or releases work

For ordinary tasks, a recorded team answer, delivered answer or handling elsewhere can complete the task. A recorded cancellation or decision that follow-up is no longer needed can let it go. Withdrawn delivery can reopen a completion that depended on it; a newer staff decision still stands. Once a task has been handed to omotto, a team answer is not completion by itself: omotto’s report or a person’s checkbox decision determines completion.

Completing or releasing the last open promised task removes an open ticket from Promised. If another ticket remains, your action may advance to it and offer a way back. If none remain, the current ticket stays open on screen.

Troubleshooting

An item changed while you were editing: the card reloads the latest version. Review it before trying again; do not assume your stale action succeeded.
A task will not save: use at most 2,000 characters. Shorten oversized text. If it still fails, contact support with the ticket link and what you tried.
No edit or conversion controls: check task-management and note permissions with the workspace owner.
A mention did not notify: choose the colleague in the picker. Typed text alone is not a mention; the person must still have access to the ticket.
A task was erased: its state can remain without recoverable wording. Erased source answers are not shown as closing replies.
An outcome looks wrong: read the history and delivery evidence before changing task states. Contact support if they still disagree.