Update a ticket

Edit a ticket's title, description, kind, priority, labels, dates, estimate, and assignee from the ticket page, and who may change each field.

Written for
user
Roles
owner, admin, member, project-manager, elevated-client-user, client-user
Requires
Owner or Admin on any ticket; a member of the ticket's project; any workspace user on an Inbox ticket
Feature
tickets

Every field of a ticket is edited in place on the ticket page: the title and description in the main column, everything else in the Details rail on the right (on a narrow screen, under the Details heading). Each change is saved immediately and most changes are recorded in the timeline.

Before you start

Who may edit depends on the ticket and your role:

Role Title, description, priority, labels, dates Kind Assignee Estimate and billing fields
Owner, Admin Every ticket Yes Yes Yes
Member, Project manager (on the project) Tickets on their projects, and every Inbox ticket Yes Yes Yes
Member not on the project No No No No
Elevated client user (on the project) Tickets they can see on that project Only while the ticket has no unbilled billable time Yes No
Regular client user No No No No

A regular client user can still comment, and can close their own ticket with the customer-resolve state (see Change a ticket's state). Client users never see the estimate. Billing fields (Billing client, Policy, Mode, Billing description) are described in Ticket billing fields.

An archived ticket cannot be edited: restore it first.

Steps

  1. Open the ticket, for example from Tickets or by pasting its id in the command palette.
  2. To change the title, select the pencil next to it (Edit title), change the text, and select Save.
  3. To change the description, select the pencil next to Description (Edit description), edit the Markdown, and select Save.
  4. In the Details rail, change any field directly: choose from the Assignee, Kind, State, and Priority lists, toggle Labels, pick Start / Due dates, or type an Estimate and leave the field.

Fields

Field Rules
Title 1–200 characters. Recorded in the timeline as "renamed the ticket to".
Description Markdown, up to 50 000 characters. Rendered with the same rules as comments; not recorded as an event.
Kind One of the workspace's kinds. Recorded as "changed the kind to".
Priority One of the workspace's priorities. The lowest priority ("No priority") shows no badge. Recorded as "set the priority to".
Labels Any number of the workspace's labels, toggled as chips. Not recorded as an event. Labels are managed under Settings → Labels.
Start / Due Two dates. Clearing a date is recorded ("cleared the due date"). An open ticket past its due date is marked overdue.
Estimate Workspace users only. "1h30", "90" (minutes), or "45m". Only a ticket without children has its own estimate; a parent shows the sum of the estimates of the children you may see, marked "(sum of children)". Recorded as a Staff-only event.
Assignee Unassigned or one person. The list offers workspace users and, on a project ticket, client users elevated on that project.

Rules

  • Who may be the assignee. Any workspace user. A client user only if they are elevated on the ticket's project and have a full login (password or passkey). Inbox tickets can be assigned to workspace users only.
  • Assignee changes send email. The new assignee is told by email, unless their preference is "None". Their timeline entry reads "assigned Kari Nordmann".
  • Kind changes and billing. A change of kind can change which billing policy applies. An elevated client user is refused while the ticket has billable time that has not been billed yet; workspace users are never refused.
  • Priority and dates are triage fields. They belong to project members and workspace users. Regular client users cannot set them, not even on their own tickets.
  • Every event bumps "Updated". Changing a field moves the ticket to the top of the list and counts as activity for staleness.

Examples

Reassigning work: open the ticket, choose the new person under Assignee. The timeline shows "Ola Nordmann assigned Kari Nordmann", and Kari gets an email.

Through the API: PATCH /api/w/acme/tickets/ACME-184 with {"priorityId": "01924c3e-6b2a-7d11-9d0e-3a1f4b5c6d7e", "dueDate": "2026-10-01"}. Fields you omit are left unchanged. See the API reference.

Common problems

  • "You cannot change that field on this ticket." You are not a member of the ticket's project, or you are a regular client user. Ask a project manager to add you, or ask a colleague on the project.
  • "You cannot change who this ticket is assigned to." Same cause as above, for the assignee field.
  • "Only workspace users and elevated client users on the project can be assigned." The chosen person is a regular client user, is not elevated on this project, or has no full login yet.
  • "This ticket has unbilled billable time, so its kind cannot change yet." You are an elevated client user; the kind stays until the time is billed or a workspace user changes it.
  • "A parent ticket has no estimate of its own; it is the sum of its children." Set estimates on the children instead.
  • "Restore the ticket before editing it." The ticket is archived. Select Restore ticket in the Details rail.
  • "Billing fields are set by workspace users on the project." Client users cannot set the billing client, policy, mode, description, or estimate.
  • Change a ticket's state Move a ticket between workflow states, close and reopen it, and understand what client users, email replies, and the reopen window can do.
  • Link tickets Build parent and child trees, mark blockers, relate and mark duplicates, and attach GitHub commits and pull requests to a ticket.
  • Move a ticket Move a ticket to another project or route it out of the Inbox, and what happens to its billing client, viewers, conversation, links, and logged time.
  • Billing fields on a ticket What the Billing client, Policy, Mode, Billing description, and Estimate fields on a ticket mean, who may set them, and what changes when the billing client or kind changes.
  • Labels Create, rename, and remove workspace labels, and how labels are applied to and filtered on tickets.
  • Estimate An estimate is the planned effort on a leaf ticket in minutes; a parent ticket shows the sum of the children the viewer may see.
  • Documentation by role How workspace role, client user mode, and project role combine into what a person can do in SAQ, with the full permission matrix and a page for each role.
  • Tickets List, read, create, update, move, archive, delete, and redact tickets through the SAQ REST API, with every filter, body field, response field, and error.