Tickets & time
The ticket is the heart of Opentra. Everything a client needs flows through it, and every billable minute is captured on it.
Intake
Section titled “Intake”Inbound email becomes a ticket automatically via Microsoft 365 ingestion. Opentra resolves the real client contact even from forwarded or automated mail, and recognises automated senders (monitoring, backups, relay domains) so they don’t create noise. See Microsoft 365.
The board
Section titled “The board”Tickets sit on a kanban board grouped by status, with priority, SLA state, org and assignee on each card. Drag to change status; drop one ticket on another to link or merge.
Conversations
Section titled “Conversations”Each ticket is a multi-party thread — client, your techs, and vendors on one timeline. Replies can be sent as email or SMS, with internal notes kept invisible to the client.
Client follow-up reminders
Section titled “Client follow-up reminders”When a ticket is set to Waiting on Client, Opentra chases the contact for you: three reminder emails on a set interval, then an automatic close if there is still no reply. Each chase notifies the assigned tech in-app, and admins are alerted on the final reminder and on auto-close. Techs can pause, snooze, or trigger a reminder per ticket from the Client Follow-up panel on the ticket screen.
By default these emails only go out Monday to Friday, within your working hours, so clients are not chased overnight or at the weekend. The window comes from Settings, Company, Working hours and is evaluated in your scheduling timezone. A reminder that falls due outside the window simply waits for the next working period, so the sequence pauses over the weekend rather than firing late.
For clients who genuinely work weekends, open their organisation page and turn on Follow-up reminders 24/7. That client’s reminders then send any day and time, ignoring the working-hours window. You can also turn the working-hours restriction off globally under Settings, Helpdesk, Client Follow-up Reminders.
Time tracking
Section titled “Time tracking”- Live timers persist in the database and survive page reloads — run several across different tickets at once.
- Work types (Research, Internal Discussion, Remote Support, Onsite Support, Managed Service Agreement) each carry a rate, with per-org overrides.
- Rounding applies a minimum and increment per entry.
AI assist
Section titled “AI assist”On the ticket screen, AI can summarise long threads, draft a customer reply in your voice, and suggest the next action — assistance in the flow of work, not another dashboard.