Creating and managing support tickets
Collect customer requests from your website, a shareable link or your own team, then assign, reply and resolve them.
On this page
Support → Tickets holds everything your customers have asked for, and who owes them an answer.
Where tickets come from
- Your website — embed the ticket widget, set up in Support → Widget Settings.
- A link — each widget can have a hosted form page you can send to customers or print as a QR code.
- Your team — raise a ticket on a customer's behalf.
Customers can verify their email on the form to see their own tickets and your replies.
How to raise a ticket for a customer
- Go to Support → Tickets and select New ticket.
- Pick the Customer, or type their Customer name, Email and Mobile.
- Enter a Subject and Description.
- Set the Priority and Starting status, and optionally Assign to someone and choose a Category.
- Save.
Ticket statuses
| Status | Meaning |
|---|---|
| Open | Waiting for your team |
| In progress | Someone is working on it |
| Resolved | Answered or fixed |
| Closed | Finished |
Working a ticket
Open a ticket to reply to the customer, change its status or priority, or assign it. You can also create a linked Workboard task from a ticket when the fix needs work from another team.
Related
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