Reviewed 06/10/2026

Tickets Overview

Phase 6 — Tickets & PSA Workflow · OpenFrame Onboarding

Tickets are where work actually gets tracked in OpenFrame — a problem comes in, it moves through your workflow, it gets resolved. What makes OpenFrame's tickets different is that AI is built into every one: each ticket has two chat lanes, one where Fae works with the client and one where Mingo helps your tech. This guide is the lay of the land before the next four go deep.

The board

Open Tickets in the left nav and you land on a Kanban board — columns are ticket statuses, and you drag cards between them as work progresses. Each card shows the ticket title, the linked device and customer/org, the date, and — when the AI is waiting on you — a Technician approval required badge.

Up top you'll find:

• A board / list view toggle (work the way you prefer).
• Show All Customers and Show All Employees filters, plus a Search box.
• A "…" menu with Edit Statuses, Tickets Archive, and Archive Resolved Tickets.
• New Ticket to create one by hand (see Create a Ticket Manually).

Statuses — system and custom

This is the part worth understanding up front. Your columns come in two kinds:

• System statuses (fixed, can't be deleted): AI Handling and Tech Required at the start, Awaiting Feedback and Archived at the end. These anchor the workflow.
• Custom statuses (yours to define): anything you add in between — On Hold, Waiting on Client, Escalated, whatever your shop needs. Each gets a name and a color.

To manage them, open "…" → Edit Statuses. You can Add Status, rename, pick a color (presets like Sand, Teal, Sky, Lavender, Peach… or a Custom hex), drag to reorder, and delete the custom ones. Hit Save Statuses and your board updates. So the board bends to your process instead of forcing you into a fixed one.

What the first two statuses mean. AI Assistance is where Fae is actively working the client side; Tech Required is the signal that a human needs to step in. The custom statuses you add live between "tech required" and "resolved" — your hands-on working lanes.

The two AI lanes

Open any ticket and you'll see two chat panels:

• Client Chat — Fae, the client-facing assistant, talks with the end user and proposes fixes. (See Using Mingo AI in a Ticket Chat for how the AI assists, and Approval Workflows for the approve/reject step.)
• Technician Chat — Mingo, your technical assistant, helps you investigate and act across the device and fleet.

That split — client-facing vs. tech-facing — is the core of how OpenFrame tickets work.

Quick checklist

• Found the Tickets board and the board / list toggle
• Understood system vs custom statuses
• Opened "…" → Edit Statuses and saw where to Add Status / reorder / recolor
• Noticed the Technician approval required badge on AI-driven tickets
• Know the difference between Client Chat (Fae) and Technician Chat (Mingo)

What's next

Now make one: Create a Ticket Manually covers the new-ticket form (customer, device, assignee, tags, attachments). Then Ticket Lifecycle — From Open to Resolved walks a ticket all the way through your stages.

Based on OpenFrame v0.9.19. Custom ticket statuses are configurable, so your board may look different from the examples here — what's in your console wins.