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 it
- Take ownership — Assign yourself
- Close — 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.