Support Tickets

Learn how to use the ticketing system to manage client support requests, track issues, and maintain organized customer support operations.

Overview

The Support Tickets feature is designed for handling general support inquiries, technical issues, and help requests that are separate from project work. While Requests are for deliverable-based work, Tickets are for ongoing support and issue resolution.

Tickets vs. Requests

Use Tickets For:

Technical support issues
Bug reports
Feature requests
General inquiries
Help and troubleshooting
Account-related questions

Use Requests For:

Project deliverables
Service fulfillment
Billable work items
Client project submissions

Key Features

Ticket Numbering: Automatic ticket number generation
Priority Levels: Low, medium, high, and urgent priorities
Status Tracking: Open, in progress, pending client, resolved, closed
Type Classification: Bug, feature request, support, general, technical
SLA Management: Response and resolution time tracking (optional)
Reply Templates: Pre-written responses for common issues
Team Assignment: Assign tickets to specific team members
Client Portal Access: Clients can create and track their tickets

Prerequisites

Module Requirements

Tickets Module: Must be enabled in workspace settings
Plan Access: Tickets feature included in your plan
Permissions: Appropriate ticket management permissions

Permissions Required

view_tickets: See ticket information
create_tickets: Create new tickets
edit_tickets: Modify ticket details
reply_to_tickets: Add replies to tickets
assign_tickets: Assign tickets to team members
delete_tickets: Remove tickets
convert_tickets_to_requests: Convert tickets into requests

Creating Tickets

As a Team Member

Navigate to Tickets
- Go to Tickets in the main navigation
- Click Create Ticket button

Ticket Information

Required Fields:
- Title: Clear, descriptive ticket title
- Description: Detailed description of the issue
- Client: Select the client reporting the issue
- Type: Bug, feature request, support, general, or technical

Optional Fields:
- Priority: Low, medium, high, or urgent (default: medium)
- Assigned To: Team member responsible for the ticket
- Status: Initial ticket status (default: open)

Save Ticket
- Click Create Ticket
- Ticket number is automatically generated
- Notifications sent to assigned team members
- Client receives confirmation

As a Client

Clients can create tickets through the client portal:

Navigate to Tickets
- Go to Tickets in client dashboard
- Click Create Ticket button
Fill Ticket Details
- Enter ticket title and description
- Select ticket type
- Set priority (if allowed)
- Add attachments if needed
Submit Ticket
- Click Submit
- Receive confirmation email
- Track ticket status in portal

Managing Tickets

Ticket Status Flow

Status Progression:

Open: Ticket created, awaiting team action
In Progress: Team member working on the issue
Pending Client: Waiting for client response
Resolved: Issue fixed, awaiting client confirmation
Closed: Ticket completed and closed

Status Updates

Changing Ticket Status:

Open ticket detail page
Click current status
Select new status from dropdown
Add optional comment explaining the change
Save status update

Automatic Status Changes:

Auto-reply can set status to "in progress"
Client response can move from "pending client" to "open"
Resolved tickets can auto-close after X days (if configured)

Priority Management

Priority Levels:

Low: Non-urgent issues, no immediate impact
Medium: Standard priority (default)
High: Important issues affecting work
Urgent: Critical issues requiring immediate attention

Changing Priority:

Open ticket
Click priority badge
Select new priority level
Priority updates immediately

Team Assignment

Assigning Tickets:

Open ticket detail page
Click Assign button
Select team member from list
Team member receives notification
Assignment appears in their ticket list

Reassignment:

Tickets can be reassigned at any time
Original assignee and new assignee both notified
Assignment history is tracked

Auto-Assignment (if enabled):

New tickets automatically assigned based on rules
Round-robin distribution
Based on team member availability
Custom assignment logic

Ticket Replies and Communication

Adding Replies

Team Member Replies:

Open ticket
Scroll to reply section
Type reply message
Add attachments if needed
Click Send Reply
Client receives email notification

Client Replies:

Clients reply through client portal
Email notifications to assigned team member
Replies update "last reply" timestamp
Status can automatically change based on who replied

Reply Templates

Using Templates:

Click Templates button while replying
Select appropriate template
Template content fills reply box
Edit as needed
Send reply

Template Examples:

Acknowledgment of issue
Request for more information
Issue resolved notification
Workaround instructions
Feature request received

Internal Notes

Adding Internal Notes:

Notes visible only to team members
Not sent to clients
Use for internal communication
Track troubleshooting steps
Document resolution process

Ticket Types

Bug Reports

For reporting software bugs or technical issues:

Detailed description of the problem
Steps to reproduce
Expected vs. actual behavior
Screenshots or error messages
Environment details

Feature Requests

For requesting new features or enhancements:

Clear description of desired feature
Use case and benefits
Priority and urgency
Similar features in other systems

Support Inquiries

General support and help requests:

Questions about functionality
How-to requests
Configuration assistance
Training questions

Technical Issues

Technical problems and troubleshooting:

System errors
Performance issues
Integration problems
Technical configuration

General Inquiries

Non-technical questions and requests:

Account questions
Billing inquiries
General information
Policy questions

SLA Management (Optional)

Service Level Agreements

Response Time SLAs:

Low Priority: 48 hours
Medium Priority: 24 hours
High Priority: 8 hours
Urgent: 2 hours

Resolution Time SLAs:

Low Priority: 7 days
Medium Priority: 3 days
High Priority: 24 hours
Urgent: 8 hours

SLA Tracking

Monitoring SLAs:

First response time tracking
Resolution time tracking
SLA violation alerts
Performance reports

SLA Violations:

Automatic notifications when SLA at risk
Escalation procedures
Management alerts
Performance impact tracking

Advanced Features

Converting Tickets to Requests

When a ticket requires project work:

Open the ticket
Click Convert to Request
Select appropriate service
Review and adjust details
Confirm conversion
Request created with ticket context
Ticket marked as converted

Ticket Statistics

Performance Metrics:

Total tickets by period
Open vs. resolved tickets
Average response time
Average resolution time
Tickets by type and priority
Team member performance

Client Metrics:

Tickets per client
Most common issues
Client satisfaction
Resolution rates

Bulk Operations

Bulk Actions:

Assign multiple tickets
Update status in bulk
Change priority for multiple tickets
Close multiple resolved tickets
Export ticket data

Ticket Filters

Filter Options:

By status (open, resolved, etc.)
By priority level
By ticket type
By assigned team member
By client
By date range
By SLA status

Ticket Reply Templates

Managing Templates

Creating Templates:

Navigate to Ticket Reply Templates
Click Create Template
Enter template name
Write template content
Add merge tags for personalization
Save template

Template Variables:

{ticket_number}: Ticket number
{client_name}: Client's name
{ticket_title}: Ticket title
{team_member}: Assigned team member name
{workspace_name}: Your workspace name

Template Examples:

Template: Issue Acknowledged
---
Hi {client_name},

Thank you for reporting issue #{ticket_number}. We have received your ticket 
and one of our team members will investigate this shortly.

We aim to provide an initial response within [time frame]. In the meantime, 
if you have any additional information that might help us resolve this faster, 
please reply to this ticket.

Best regards,
{workspace_name} Support Team

Template: More Information Needed
---
Hi {client_name},

Thank you for your ticket #{ticket_number} regarding "{ticket_title}".

To help us investigate this issue, could you please provide:
- [Specific information needed]
- [Screenshots if applicable]
- [Steps to reproduce]

Once we have this information, we'll be able to resolve your issue more quickly.

Best regards,
{team_member}