Support Tickets Overview
Support tickets let you capture, track, and resolve customer requests and issues in one place. Each ticket records who reported it, what it is about, who is handling it, and the full history of replies and internal notes.
Where to find Support Tickets
Open Tickets from the main navigation. By default the list shows active tickets (New, Open, In Progress, Scheduled, and Waiting) and hides Resolved and Closed tickets. Each ticket has a number for easy reference.
Key concepts
- Account and Contact – the customer and the person who raised the ticket.
- Category – how the ticket is classified, with optional subcategories.
- Assignee – the team member responsible for the ticket.
- Status – New, Open, In Progress, Scheduled, Waiting, Resolved, or Closed.
- Priority – Low, Medium, High, or Urgent.
- Source – how the ticket arrived: Email, Phone, Web, Portal, or Chat.
What you can do with a ticket
From a ticket you can reply to the customer by email, add internal notes, attach files, log time, and update the status, priority, category, and assignee.
Tip: Replying to a customer requires the ticket to be assigned to a team member first. Internal notes do not require an assignee.