Ticket Lifecycle and Statuses

Featurebase owns your ticket's workflow. Its status is the one you see in the widget, and it is the one that counts. StackJack keeps its own copy of the ticket so diagnostics, support research, and your AI assistant's ticket tools keep working, and it mirrors the Featurebase status onto that copy.

What StackJack records

StackJack folds every Featurebase status into one of two values:

That mapping is what your AI assistant reports when it lists or fetches a ticket. See Support through your AI assistant.

Older tickets can show AwaitingReply. New tickets use Open and Closed.

How tickets move

• You open a ticket → it starts Open.
• Support replies → the ticket stays Open on StackJack's side. Featurebase's own status is what changes, and the messenger shows it.
• You reply → Open.
• The ticket is closed → Closed. StackJack does not decide this. It folds whatever status Featurebase reports into Open or Closed, whoever set it.
• It is reopened → Open again.

A late-arriving notification cannot walk a ticket backwards: StackJack only advances its last-activity time, never rewinds it.

Priority

There is no priority you choose in the widget. StackJack records every widget-filed ticket at Medium. Describe the impact in your own words instead — whether you have a workaround, and whether your team is blocked.

An AI assistant filing a ticket through stackjack_create_support_ticket can set a priority of low, medium, high, or critical, and it defaults to medium.

Closing and reopening

Ask support to close a ticket. Support usually closes with a final reply, so in practice saying "that's sorted, thanks" is enough.

The messenger is Featurebase's, and what it offers you — a close control on your own conversation, or none — is Featurebase's to change without a StackJack release. If you see one, use it. If you do not, ask. Either way StackJack picks the change up on the next update and folds it into Open or Closed on its own copy.

To get help again after a ticket is closed:

• Open a new conversation in the widget and mention the old one. Support can see your organization's full ticket history.
• Ask through your AI assistant. If an assistant you connected adds a message to a closed ticket with StackJack's support tools, StackJack reopens its own record and mirrors your message onto the Featurebase ticket. Do not count on a StackJack automation to do this: replying is off for an automation unless someone enabled it, and a recurring failure whose ticket you already closed opens a new ticket rather than reopening the closed one.
• Ask support to reopen it.

Who can do what

There are no role restrictions on support inside your organization. Any signed-in member can open a ticket and reply to it — you do not need to be an owner or an administrator. Closing works as described above: ask support, or use the messenger's own control if it offers one.

Replies can come from StackJack support or from your organization's authorized support partner. Support can hand a ticket between the two; that handoff is internal and is not part of your conversation.