Ticket Tools | Yaplet

Overview

From Copilot or a connected AI app, an AI can create tickets, change their status by moving them between columns, move them to another board, set priority, assign and label them, archive them, write internal comments, email the person who reported a ticket, and delete a ticket. The AI looks these actions up with find_actions and runs each one with the run tool for its kind — see MCP Server.

In Copilot, every change, email and delete waits for your Confirm first; emailing a reporter and deleting a ticket get a red card, because they cannot be undone. Each one is recorded in the Audit Log as AI change or AI delete or send.

Permission required:Tickets

Login area. Ticket actions sit behind their own copilot:tickets area — a separate checkbox on the login screen when you connect an app by browser login. If you connected the app before ticket tools existed, reconnect it once and tick that area.

Board access applies here. Boards are granted per person, and every ticket action respects that — the AI only sees and acts on the boards you have been given access to, exactly as in your dashboard. Only the organization owner is exempt; admins hold board grants like everyone else. A board you don't have access to answers exactly the same as a board that doesn't exist.

Actions

Action	Level	What it does
`tickets.create`	Change	Creates a ticket on a board, at the bottom of its first column unless another column is named.
`tickets.update`	Change	Changes a ticket's title, description, priority, assignee, labels, read state, column or board. Only what is named changes.
`tickets.archive`	Change	Archives a ticket: it leaves its column but is kept, with its history.
`tickets.add_comment`	Change	Adds an internal comment that only your team sees, written as the person the connection runs as.
`tickets.email_reporter`	Delete or send	Emails the person who reported the ticket, at their own address, with their original submission quoted back to them.
`tickets.delete`	Delete or send	Deletes one ticket for good, with its comments. The AI must repeat the ticket's exact title, or the delete is refused.

Key Concepts

The column is the status

A board's columns are its statuses — "New", "In progress", "Done", or whatever your board defines. There is no separate status field: a ticket's status changes when it moves to a different column.

Archiving means "in no column"

A ticket that sits in no column at all is archived. Archiving takes a ticket off the board while keeping it. To bring an archived ticket back, the AI moves it into any column with tickets.update.

The AI fetches the board first. Columns, labels and people all have IDs. A single get_record on a board returns its columns, its label palette, the people a ticket can be assigned to, the addresses an email to the reporter can be sent from, and the available priorities — every value the ticket actions accept.

Moving a ticket to another board

Columns and labels belong to one board, so a move brings both along. The ticket lands in the new board's first column, or in the column the AI names on the new board. Its labels are cleared, unless the AI gives labels from the new board's palette.

What gets checked

Everything is checked before anything is written, so a wrong ID fails with a clear explanation instead of half-applying: the assignee must be an active member of your organization, and the column and labels must belong to the board the ticket ends up on.

One step per action

Each step is its own action: changing fields, commenting and emailing the reporter. Closing a ticket out — move it to Done, note why, tell the customer — is three actions, and in Copilot three Confirm cards, the email last and in red.

Emailing the reporter

The email always goes to the reporter's own email address saved on the ticket. No other address can be used.
A ticket without a reporter email address cannot be emailed by an AI. This includes every ticket an AI created, because nobody submitted it through a form.
It is sent from one of your organization's verified addresses if the AI names one, otherwise from the default Yaplet sender.
Your organization can send up to 30 ticket emails per hour.
If delivery fails, the AI gets an error and nothing is recorded on the ticket — a failed send never looks like a successful one.

What an AI Cannot Do Here

Email anyone other than the reporter. An AI can no longer send a ticket email to another address, so it cannot email about tickets with no reporter address (including tickets an AI created). Write to that person from the ticket in the dashboard.
Delete several tickets at once, or tickets chosen by a filter such as "everything in Done". An AI deletes one named ticket per action. To archive or delete a whole column, use the column's bulk actions on the board.
Delete a board. An AI never deletes a board. Do it in the board's Settings tab.
Create or change boards, columns or labels. There is no action for these. Do them on the board in the dashboard.
Give someone access to a board. Access is always handled by a person. Grant it in the dashboard — see Board Access and Permissions.

Example Prompts

"Create a high priority ticket on the Bugs board: checkout fails on Safari."
"Move this ticket to Done, assign it to me, and add a note that it shipped in 2.4.1."
"Email the reporter of this ticket that the fix is live."
"Archive every ticket in the Done column."
"Move this feature request to the Roadmap board, into Planned, and tag it as an enhancement."