Working with Issues
An issue is a single piece of work: a customer request, a bug, a task. This page covers finding, creating and updating issues in the Planner app.
Planner's sidebar has:
| Item | What it shows |
|---|---|
| Issues | Every issue in the selected space and issue type. |
| My Issues | Only issues assigned to you. Issues you create here are assigned to you. |
| Reports | Reports on issues and the people working on them. |
| Inbox | The Shared Inbox of customer conversations. |
| Exports | Issue exports you've requested. |
Find issues
The issue list shows one space and one issue type at a time. Pick them from the Space selector in the title bar and the Issue Type filter. Workspace holds issues that don't belong to any named space. Planner remembers your choice in the page link and in your browser.
The list shows each issue's number and title, assignee, status, priority, group, when it was created and last updated, and the issue type's first custom fields. It's sorted newest first. Click a column header to sort by title, priority, dates or a custom field.
When issues change while you're looking at the list, a Show N new issues or Show N updated issues button appears. Click it to refresh.
Search and filter
Type in Search by issue number, title or description to find issues by words in their title or description, or by number. Both 123 and SUP-123 find issue 123.
Click + in the filter bar to add a filter:
| Filter | Matches |
|---|---|
| Status | Any of the statuses you pick. |
| Assignee | Any of the people or AI agents you pick, or Unassigned. |
| Requested By | Any of the members, users or visitors you pick. |
| Group | Any of the groups you pick, or No Group. |
| Issue Created At, Issue Updated At | A date and time range. Set both ends. |
| Custom fields | Dropdown, date, switch and reference fields of the issue type. Dropdowns also offer No field for issues where it's empty. |
| Scope | Live issues (the default), Test issues, or both. Test issues are created when you try out an AI agent. |
Planner remembers your filters for each space and issue type in your browser. Filters are also part of the page link, so you can share a filtered list by copying the link.
Export issues
Click the download icon to export the issues matching your filters. Planner prepares the file in the background and emails you when it's ready. You can also download it from Exports for 3 days.
Create an issue
- Pick the space and issue type
- Click + in the toolbar
- Fill in the fields and click Submit
| Field | Description |
|---|---|
| Title | Required. |
| Description | Formatted text. Type @ to mention a member. |
| Status | Defaults to the issue type's default status. |
| Priority | No priority, Low, Medium, High or Urgent. |
| Account | The assignee. Leave it empty for No assignee, and automatic assignment can pick someone. |
| Labels | Pick existing labels, or type a new one to create it. |
You become the issue's requester and are subscribed to it. Fill in custom fields and the group from the issue's page once it's created.
Most issues aren't created by hand. Planner can create them from incoming email, WhatsApp, chat and calls. See Automatic Issue Creation.
Work on an issue
Click an issue to open it. Cmd-click or Ctrl-click opens it in a background tab.
The issue page has three columns: the issue type's custom fields on the left, the conversation and activity in the middle, and the issue's details on the right.
Update the details
The Details card holds:
- Status and Priority
- Requested By: the member, user or visitor who raised the issue. Click New user to add someone who isn't in DashX yet.
- Assigned To: a member or an AI agent. Click Assign to me to take it.
- Group
- Labels
Fill in custom fields in the Custom Fields card. Required fields are marked, and some fields only appear when another field has a certain value.
Depending on how the issue type is set up, changes save as you make them, or when you click Save. If you leave with unsaved changes, Planner asks you to confirm.
To rename the issue, click the pencil next to its title.
Reply and add notes
The box at the bottom of the activity has two tabs:
- Internal Note is visible only to your team. Type
@to mention a member, who is notified and subscribed to the issue. You can attach files up to 25 MB, and reply to a note to start a thread. - Public Reply goes to the customer on the channel the issue came in on. For email, set To, CC and BCC. They start with the requester and the people on the last message. For WhatsApp and In-App Chat you get a chat composer, as in the Shared Inbox.
Public Reply only appears on issue types that allow public replies.
Activity
The activity feed lists everything that happened to the issue, oldest first: messages, notes, and every change to its status, priority, assignee, requester, group, title, description, labels, custom fields, links and lock. Changes made by automation rules are shown as made by the system. Click Load Older to see more.
Subscribers
Subscribers are notified when the issue changes. You're subscribed when you create an issue, are assigned it, or are mentioned in a note. Click Subscribe or Unsubscribe above the activity, or click the subscriber avatars to add or remove other members. The assignee is always subscribed.
Subscribers who are members get an in-app notification and an email when:
| Event | Who is notified |
|---|---|
| The issue is assigned | The new assignee, unless they assigned it to themselves |
| The issue is unassigned | The previous assignee, unless they unassigned themselves |
| The status or priority changes | Every subscriber |
| Someone is mentioned in a note | The person mentioned |
You're never notified about your own changes, or about test issues.
Link issues
From the Mark as menu next to the title:
- Sub-issue of... makes this issue a child of another one. The parent's page then lists it under Subtasks, where you can add more sub-issues with +.
- Duplicate of... marks this issue as a duplicate of another one.
Linked issues appear in the Related Issues card, along with issues it was Continued from or Continued in. Those links are created when a customer writes about a locked issue.
Lock an issue
Choose Lock issue from the More actions menu. A locked issue is read-only: its details can't be changed and you can't send public replies, though internal notes still work. When the customer writes again, Planner opens a new issue linked to the locked one, instead of reopening it. Choose Unlock issue to make changes again.
Trigger rules can lock issues automatically, for example two days after they're resolved.
Other tools
- Requester Details shows the requester's name, email and phone.
- History, when enabled for the issue type, lists the requester's other issues of the same type.
- Copy issue as JSON in More actions copies the full issue.
- View agent logs in More actions opens the AI agent's logs when an AI agent handled the conversation.
- Press Cmd+/ or Ctrl+/ to run a shortcut that changes several fields or fills in a note in one step.
Update many issues at once
Tick issues in the list to show the bulk actions bar. Select All selects every issue loaded in the list so far. You can then:
- Assign them to a member
- move them to a Group
- change their Priority or Status
- Mark as sub-issues or duplicates of another issue
Each issue is updated as if you'd changed it by hand, so automation rules and notifications run for each one.
Work with issues from code
Issues can also be created and updated through the GraphQL API, with operations such as createIssue, updateIssue, issuesList and createComment, and by AI assistants through the DashX MCP server.