Triage
Triage is what Managers and Admins do — looking at incoming tickets, deciding who works on what, and moving things through the system. Snippath gives you two views: a Kanban Board for drag-and-drop and an All issues list for filtering and search.
The Board
Sidebar → Board. Each ticket is a card; each column is a status:
- Open — new, no assignee yet. The triage queue.
- Assigned— has an assignee but they haven't started.
- In Progress — the tech is actively working it.
- Blocked— work paused, usually waiting on a part or vendor. A short note explaining what's blocking is required when moving here.
- Done — completed. The ticket stays visible for history; reports pull from here.
- Cancelled— closed without completing (duplicate, can't reproduce, etc.).
Drag a card to assign or change status
Drop a card from Openonto a tech's column to assign and move to Assigned in one motion. Drop between status columns to change status. Snippath prompts for the required note when you drop into Blocked.
The board updates live for everyone in the workspace — when a Manager assigns a ticket, the assigned Tech sees it appear in their My assignmentswithin a few seconds (push notification too, once they've enabled notifications).
All issues list
Sidebar → All issues. Same data, list format. Useful when you have lots of tickets and need to filter or search.
Filters:
- Status — multi-select.
- Priority — multi-select.
- Assignee— pick a specific tech or "Unassigned".
- Location / Asset — if those modules are enabled.
- Search — full-text across title and description.
Assignment best practices
- One ticket = one assignee.If two people need to collaborate, one owns the ticket and the other watches it. Avoids ambiguity about who's actually doing the work.
- Use priority sparingly.If everything is High, nothing is. Save Urgent for things that genuinely need someone to drop what they're doing.
- Don't triage in your head.If a ticket has been sitting in Open for hours, either assign it or comment why you're leaving it — otherwise your team doesn't know you've seen it.
Watching tickets
Anyone (Tech, Manager, Admin) can Watcha ticket they don't own — useful for managers who want a heads-up when a critical fix is done, or techs who want to see when a related ticket is resolved. Watchers get notified on status changes and new comments.
The reporter and assignee are auto-watched. Click the bell icon on a ticket to start or stop watching.