---
title: "A ticket"
slug: portal/ticket
url: https://projectri.com/docs/portal/ticket
section: portal
audience: portal
app_route: "/portal/tickets/[id]"
mobile: "/(portal)/tickets/[id]"
updated: 2026-09-08
source: Projectri documentation
---

# A ticket

One support ticket — the thread, its attachments, whether the team is waiting on you, and the buttons that close or reopen it.

![A ticket](https://projectri.com/docs-shots/portal-ticket.png)

## What it is

One ticket in full: the original report, every reply that is not an internal
note, the files on each, and a reply box. Images appear as thumbnails, voice
notes and video get a player, everything else is a link.

## How to get there

**Support** in the sidebar, then the ticket. A notification about a reply links
straight here.

Any contact at your company can open any of your company's tickets. A view-only
contact reads it and gets no reply box.

## How to use it

### Read the thread

1. The header carries the title, the reference such as `#412`, when it was
   raised, the project if one was named, and the status pill.
2. **We are waiting on you** appears as a highlighted strip when the ball is in
   your court. It is driven by the status itself, so rewording does not lose it.
3. **Waiting for a first response** appears until your supplier has replied for
   the first time.
4. Your own side is named — you and your colleagues by name — while the
   supplier's side is simply **Support**. Which engineer is on it is not
   published, on purpose.

### Reply

1. Type in the box at the bottom.
2. **Attach** adds files, up to 10, each up to 100 MB. They are attached to the
   reply you are writing; attaching with no text hangs them off the ticket
   itself.
3. Press the send button. If the text sends but a file does not, you are told
   exactly that rather than losing the message.

### Close or reopen

1. **Close ticket** closes it. The thread stays readable.
2. A closed ticket shows **Reopen** instead of the reply box.
3. Reopening does not restart your supplier's response deadlines — those record
   what was promised when the ticket was first raised.

## What it affects

- **A reply notifies every other active contact at your company**, and reaches
  the phone app if it is installed.
- **Closing and reopening are recorded** on the ticket's history as actions you
  took.
- **The Overview counts** and the Open filter on the ticket list follow whether
  the ticket is closed.

## On mobile

The phone app has the same ticket screen with the same reply box, reached from
the Support tab or the Inbox.

## Limits and gotchas

- Internal notes your supplier writes to itself are never loaded into what the
  portal sends, so there is nothing hidden on the page to reveal.
- Closing and reopening are the only two things you can change about a ticket.
  Title, description and urgency are fixed once sent.
- A thumbnail that will not load falls back to a plain link with the file's
  name. Attachments recovered from an older support system can carry a signed
  link that eventually expires.

## Related

- [Support tickets](/docs/portal/tickets) — the list and the new-ticket form.
- [Help centre](/docs/portal/help) — worth a look before raising another one.

## Related

- [Support tickets](https://projectri.com/docs/portal/tickets.md): Raise a support ticket with screenshots or a recording, and follow every ticket your company has open with this supplier.
- [Help centre](https://projectri.com/docs/portal/help.md): The articles your supplier has published to customers, searchable, with a one-press route to a ticket when nothing answers your question.
- [The client portal](https://projectri.com/docs/portal/overview.md): Your own view of the work your agency is doing for you — projects, requests, support tickets, quotes and invoices, in one place with your own login.