difference between a ticket and an issue
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for TicketsWe have a summarize option (it would resemble sparkle symbol) in the top right corner of the ticket view, which uses the ticket content to summarize the ticket\n\n7. Difference between Issues and Tickets\n\nTickets\xc2\xa0are for customer support\xe2\x80\x94tracking requests, problems, or questions from customers or prospects.\n\nIssues\xc2\xa0are internal work items for developers\xe2\x80\x94used to improve the product, fix bugs, or implement features. Issues can be linked to
Support queries related playbook
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|\n| --- | --- | --- |\n| Issue | Ticket | \xe2\x9c\x85 |\n| Private Comment on Issue | Internal Comment on Ticket | \xe2\x9c\x85 |\n| Public Comment on Issue | Customer Comment on Ticket | \xe2\x9c\x85 |\n| Label on Issue | Tag on Ticket | \xe2\x9c\x85 |\n| Link between Issues | Link between Tickets | \xe2\x9c\x85 |\n| Attachment on Issue | Attachment on Ticket | \xe2\x9c\x85 |\n| Status Category/States of Issue | State/Stage of Ticket | \xe2\x9c\x85 |\n| Workflow of Issue | Stage Transition
Jira Service Management AirSync | AirSync | Snap-ins | DevRev
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\xe2\x86\x92 Issues\n  Items to track customer requests/problems \xe2\x86\x92 Tickets\n\n\nGiven the converged nature of the DevRev platform, we have both Tickets, and Issues, so when do you use what? The answer is \xe2\x80\x9cit depends\xe2\x80\x9d on what your role is on the part you\xe2\x80\x99re creating the work item on. In general, issues should be restricted to those individuals that either own or contribute to a part. Tickets should be used for all customer/consumer (internal or
Tickets, Issues: When to Use Each
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synchronous or near-synchronous discussion that may be escalated to a ticket. Conversations are part of [Computer for Support Teams](./support).\n* A *ticket* is a work item created by the customer or consumer. Tickets are part of [Computer for Support Teams](./support).\n* An *issue* is a work item created by the builder or maintainer. Issues are part of [Computer for Builders](./build).\n* An *enhancement* is the parent of multiple issues that lead to a desired change to the product.
Core concepts | Computer by DevRev | DevRev
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language is reflected in issues.\n\nIssues\n------\n\nLater on, a software engineer may start work on this ticket by creating an issue and breaking that issue into smaller pieces with tasks. An issue describes what the developer will work on and is created or accepted by someone who owns or works on the associated part of the product. This distinction allows developers to break up a ticket from an external user into issues as they see fit and delegate the work to other team members as
Apps | Computer by DevRev | DevRev
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hold value\n  reduces noise as only valid issues are created/tracked\n  unifies the triage process for escalations between tickets and issues\n\n\nTL;DR\n\n\n  If you work on a part, you create issues\n  If you are a consumer/customer of a part, you create tickets\n\n'
Tickets, Issues: When to Use Each
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necessary.\n\n> Example: "Feature A on product Y exhibited unexpected behavior. This is a defect and needs to be fixed."\n\nTickets and issues are linked in many-to-many relationships. It may require multiple issues to resolve a ticket, or one issue may resolve multiple tickets if different external users experience and describe the same behavior in different ways.\n\nWork/state relationships\n------------------------\n\nThe following figure shows how the various work object types
Apps | Computer by DevRev | DevRev
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b'Tickets and issues | DevRev | Docs\n\n[![]()![]()](https://developer.devrev.ai/)\n\nPublic\n\nPublic\n\nSearch\n\n`/`\n\n[API Reference](/api-reference/getting-started)[works](/api-reference/works/tickets-and-issues)\n\nTickets and issues\n==================\n\nCopy page\n\n`works` endpoint\n\n\xe2\x84\xb9\xef\xb8\x8f A work item is a record of some work that has to be done for a customer (ticket) or for another builder or maintainer of a part (issue).\n\n\xf0\x9f\x93\x8c For more information
Tickets and issues | DevRev | Docs
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external) items.\n\nThe following figure shows a decision tree that will help you identify what work type you should be using (this is not global but part specific):\n\n\n\nFor example, if I work on part foo, I can create issues on it. However, if I am a consumer of part bar I would create tickets which would then be triaged and potentially escalated into an issue by that team.\n\nWhy\n\n\n  Noise and context switching kill productivity\n\n\nHistorically, a huge pain point has been that any
Tickets, Issues: When to Use Each
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filters and **Group** conditions across various vistas in DevRev to track specific work, capacity, and more.\n\nYou can add custom attributes to tickets to track additional information. For more information on custom attributes, see [object customization](./object-customization).\n\nIssues are attached to tickets in order to track efforts with product priorities.\n\nCreate a ticket\n---------------\n\n1. Go to **Support** > **Tickets** from the sidebar on the left.\n2. Click **New Ticket** on
Tickets | Computer for Support Teams | DevRev
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b'[](/public/api-reference/works/tickets-and-issues)\n\nPublic\n\n[API Reference](/public/api-reference/getting-started)[Works](/public/api-reference/works/tickets-and-issues)\n\n#\n\nTickets and issues\n\n`works` endpoint\n\n\xe2\x84\xb9\xef\xb8\x8f A work item is a record of some work that has to be done for a customer (ticket) or for another builder or maintainer of a part (issue).\n\n\xf0\x9f\x93\x8c For more information about work items, refer to
Tickets and issues — DevRev | Docs
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tickets for escalation or tracking.\n\nQuick summary: If you\xe2\x80\x99re a customer, you create tickets. If you\xe2\x80\x99re a developer, you create issues.PLuG widget and SDK\n\nIntegrating PluG in React Native Expo Apps\n\nPluG is designed for web, but you can embed it in a React Native Expo app using react-native-webview. Install the package with npx expo install react-native-webview, then use a WebView component to load your PluG widget\xe2\x80\x99s URL. Some advanced features may not
Support queries related playbook
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allows you to create parent/child relationships between issues, you cannot do the same with tickets. If your workflow requires manual creation of parent/child relationships in DevRev work items, you should use issues. If that is not a requirement and tickets are preferred for another reason, you can specify tickets as the target for ClickUp tasks.\n\nImport from ClickUp\n-------------------\n\nFollow the steps below to import from ClickUp:\n\n1. In **Marketplace**, search for **ClickUp** and
ClickUp AirSync | AirSync | Snap-ins | DevRev
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ticket.\n* Make sure all tickets have the customer org field populated.\n* Cancel any internal ticket without a customer org that has been created by a developer. Ask them to create an issue instead.\n* If a customer raises a feature request that aligns with the product strategy, but needs significant development effort and will not be delivered in the near future, move it to the *accepted* stage, rather than keeping the ticket open. Inform the customer accordingly.\n* If a customer reports a
Support best practices | Computer for Support Teams | DevRev
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systems, important details that help define the *why* behind work is lost.\n\n\xf0\x9f\x8e\xa5 Video: Convergence: Bringing work together\n\nBy linking work items\xe2\x80\x94conversations and tickets for support, issues and enhancements for build\xe2\x80\x94together, DevRev preserves context. That context defines the problem and requirements for anyone who works on this issue. Moreover, both tickets and issues are always associated with [parts](/docs/product/parts), tying them to the overall
Apps | Computer by DevRev | DevRev