Support Tickets

Use tickets for support issues and questions. Use Requests for service delivery work. Tickets have their own statuses, priorities, types, replies, and optional response and resolution targets.

Access and configuration

Enable Tickets under Workspace Settings > Modules > Tickets and check that your plan includes it. Team actions use permissions such as view_tickets, create_tickets, edit_tickets, reply_to_tickets, assign_tickets, and delete_tickets.

The module settings cover general behavior, ticket types, replies, numbering, and SLA. Review the settings in your own workspace before relying on a default shown in an example.

Create a ticket

Team members

1. Open Tickets and choose Create Ticket.
2. Enter a title and description, select the client, and choose a priority and an active ticket type.
3. Optionally select assignees and add attachments.
4. Save the ticket.

Clients

Clients open Tickets in their portal and create a ticket with the information and attachment controls available to them. The portal shows tickets they are authorized to access.

Status, priority, and type

Ticket statuses are Open, In Progress, Pending Client, Resolved, and Closed. Choose the state that reflects what needs to happen next. A resolved ticket records that the issue is addressed; closing it completes the support conversation.

Priorities are Low, Medium, High, and Urgent. Use priority consistently because response and resolution targets can depend on it.

Default ticket types include bug report, feature request, support, general inquiry, and technical issue. The Tickets module settings determine the active types available for selection.

Assign and follow tickets

Assign one or more teammates using the ticket's assignment controls. Add followers when someone needs updates without taking responsibility for the issue.

Use the list's search and filters to find tickets by the available status, priority, type, assignee, and client criteria. Clear filters when a ticket appears to be missing.

Reply and add internal notes

1. Open the ticket and write a reply.
2. Add any supporting attachments or insert a reply template.
3. Choose an internal reply when the note is for the team, if internal notes are enabled.
4. Select a new status when needed and send.

A reply can contain text, attachments, or both. Check the internal/public setting before posting: internal notes are for the team, while public replies can be seen by the client.

When reply templates are enabled in the Tickets module, use the template picker to insert a reusable response, then review and personalize it before sending. See Ticket Reply Templates.

Ticket numbers

Workspace settings control ticket numbering. The format supports {YEAR}, {MONTH}, {DAY}, and {NUMBER}. AgencyPro generates the ticket identifier; use it when discussing an issue with the client or another teammate.

Response and resolution targets

Enable SLA tracking in the Tickets module to configure response and resolution hours for each priority. The ticket's SLA panel displays the relevant deadlines and tracking state.

Keep priority and status accurate, and use public replies for client-facing responses. Review the ticket's actual response and resolution history when investigating a missed target.

Ticket SLA is separate from the turnaround hours configured on a service. See Capacity & SLA for service turnaround and workload features.

Convert to a request

When a support issue becomes delivery work, use Convert to Request if the action is available to your role. Review the resulting request and complete the service, brief, assignment, and billing details needed for the work.

Bulk actions, deletion, and recovery

Use the ticket list's bulk actions for supported status and deletion operations. Review the selected tickets before confirming. The quick assignment control requires edit_tickets; the separate assignment action uses assign_tickets.

Deleting a ticket moves it to the recycle bin. Authorized users can restore it or permanently delete it. See Archive & Recovery; permanent deletion cannot be undone.

Troubleshooting

• Tickets missing: Check the module, plan, workspace, permissions, and list filters.
• Type not selectable: Check that it is active in the Tickets module settings.
• Cannot reply or assign: Check reply_to_tickets or assign_tickets, respectively.
• Internal reply option missing: Check whether internal notes are enabled.
• Templates missing: Check the module's reply-template setting and template availability.
• SLA panel unavailable: Check SLA settings and whether the ticket has the relevant tracking information.
• Upload failed: Review the upload validation error and available storage.