Triage

Triage is the Manager/Admin job: look at incoming tickets, decide who works on what, and keep things moving. Snippath gives you two views of the same tickets — a drag-and-drop Board and a filterable All issueslist. Techs don't see either; their home is My assignments.

Statuses

Open — new, unassigned. The triage queue.
Assigned — has an owner who hasn't started.
In progress — actively being worked.
Blocked— waiting on a part, vendor, or approval. Moving here requires a short note saying what's blocking.
Done — completed. Kept for history and reports.
Cancelled— closed without doing the work (duplicate, invalid). Requires a note. Done and Cancelled tickets stop counting toward the Free plan's active-issue limit.

The Board

The Snippath kanban board with Open, Assigned, In progress, Blocked, and Done columns — Five status columns. Each card has a quick-assign dropdown.

Sidebar → Board. One column per status (Cancelled tickets are hidden, and Done cards drop off after 14 days to keep the board tidy). Two things you can do directly on a card:

Assign — every card has an assignee dropdown. Picking a person on an Open card assigns it and moves it to Assigned in one step; the assignee gets a push notification.
Drag between columns — changes status. Transitions that need a note (into Blocked, out of Blocked, reopening Done) prompt you for it before the move happens.

Click a card's title to open the full ticket. The board auto-refreshes every few seconds, so it works as a wall display.

The All issues list

Sidebar → All issues. Filter by status, priority, assignee (including "Unassigned"), or location (picking a parent location includes its sub-locations), and search across titles and descriptions. This is also the only place to see Cancelled tickets and Done tickets older than the board's 14-day window.

Saved views Pro+ — on Pro and Business plans, set any filter combination and click + Save current viewto keep it as a named chip above the filters ("Urgent + open", "Unassigned", your own triage queue). Views are personal — each manager keeps their own set, up to 20.

Assignment habits that work

One ticket, one owner. If two people collaborate, one owns it and the other watches it.
Use priority sparingly. If everything is High, nothing is. Urgent sends Managers a distinct alert — reserve it for drop-everything problems.
Don't triage in your head.If a ticket sits in Open, either assign it or comment why it's waiting.

Watching tickets

Every ticket has a Watch button at the top. Watchers get a push notification for every new comment. The reporter and assignee are added as watchers automatically, and commenting on a ticket makes you a watcher too.