Support tickets
One queue for every customer request, with an owner, a status and a history.
Support that runs on a shared mailbox works right up until it does not. Two people answer the same request; one answers none because they assumed a colleague had; and nobody can say afterwards what was promised.
A ticket fixes that by making ownership explicit.
Where to find itSupport / service → Get help.
Step by step
- Open the ticket list. Every request is a row with a status, an owner and a priority.
- Open one to see the whole conversation, the customer, and anything attached.
- Assign it to a person and set the priority, so “who is handling this?” is answered on screen.
- Reply from the ticket. The customer gets the reply and can answer on the same thread.
- Use a predefined reply for the questions you answer every week rather than retyping them.
- Close it when it is done. It stays searchable, and it stays on the customer record.
Where tickets come from
- The customer portal.
- E-mail, through the ticket mail pipe — Automation / workflows → Utilities → Ticket by e-mail log shows what it processed.
- Your team, on the customer's behalf.
- A chatbot conversation that escalated.
The wider service tooling
- Tickets Kanban — the same queue as a board.
- Ticket services — the service categories a ticket can belong to.
- Predefined replies and Spam filters.
- Knowledge base — the answers customers find without asking.
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