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Tickets: Integration Ticket History

Overview​

The Tickets page shows every ticket Spotto creates when you share a recommendation to a ticketing provider (Jira, Halo, or ConnectWise). It gives you a single place to confirm creation, review context, and jump back to the provider or the original recommendation.

Spotto Tickets page showing ticket list with providers, statuses, and links to ticket details

What you can do​

  • Filter tickets by date range.
  • View the provider, ticket ID, creation time, subscription, and status.
  • Open the ticket in the provider or open the linked recommendation in Spotto.

Where to find it​

In the Spotto Portal, go to Manage → Tickets.

How tickets get here​

Tickets appear when a user shares a recommendation to a ticketing integration. Only tickets created by Spotto are listed here (manual tickets created directly in Jira/Halo/ConnectWise are not included).

Status and refresh behavior​

Spotto queries the provider to display the latest ticket status. Status values are normalized so you see a consistent category (for example Open, In Progress, Closed, or Unknown). If a provider does not supply a category or cannot be reached, the status may show Unknown.

Troubleshooting​

I don’t see any tickets​

What you’re seeing: The list is empty or missing tickets you expect.
Likely causes:

  • No recommendations have been shared to a ticketing provider in the selected date range.
  • You’re in the wrong company context.
  • A different ticketing provider is active for the company. How to fix:
  1. Widen the date range and refresh.
  2. Confirm you’re in the correct company/customer context.
  3. Share a test recommendation to confirm ticket creation.

Status shows Unknown​

What you’re seeing: Ticket status is Unknown.
Likely causes:

  • The provider does not supply a category for the status.
  • The provider API could not be reached with the stored credentials. How to fix:
  1. Confirm the integration credentials are still valid in Company settings → Integrations.
  2. Retry later if the provider is experiencing an outage.