Ticket list Support → Tickets (or Tickets in the Support submenu) shows all company tickets.Filter by status, assignee, client, or priority. Use Metrics for volume and response-time summaries.
Ticket lifecycle Create a ticket (staff)
Tickets → Create
Select client (or internal ticket if allowed)
Enter subject, description, priority
Assign to user or queue
Clients create tickets from their portal with a simpler form.
Working a ticket On the ticket detail page:
Reply — Public message to customer (visible in portal)Internal note — Staff-only if your workflow supports itTake ownership — Assign yourselfClose — Mark resolved
AI-drafted replies Use Generate response to draft a reply from the ticket description and latest customer message. Edit before sending. See AI assistant .
Email-to-ticket When configured under Company → Preferences → Email , inbound messages to a support mailbox create or update tickets.
Map IMAP/SMTP accounts per company
Parser matches sender to client when possible
Staff replies may send outbound through the configured SMTP identity
Verify email account credentials and test with a non-production message before go-live—misconfigured ingest can create duplicate tickets.
Client portal tickets Clients see only their tickets. They can add replies but cannot access internal notes or other customers’ tickets.
Metrics Tickets → Metrics provides charts and tables for:
Volume by period
Per-user stats
Backlog trends
Use for standups and SLA review. 