Support Tickets
Manage client support requests end to end.
What is a Support Ticket?
A support ticket is a tracked record of an issue, question, or request that needs to be resolved — either for a client or internally within your team. Tickets help ensure nothing falls through the cracks and give you a clear audit trail of how issues were handled.
Viewing Tickets
Go to Tickets in the top menu.
Filter tickets by:
- Status — Open, In Progress, Resolved, Closed
- Priority — Urgent, High, Normal, Low
- Type — The category of issue
- Assignee — Which team member is handling it
- Contact — Tickets related to a specific client
- Organization — Tickets related to a specific company
- Project — Tickets linked to a specific project
- Search — By title or description
Creating a Ticket
- Click New Ticket.
- Fill in the details:
- Title — A clear, short summary of the issue
- Description — Full details of the problem or request
- Status — Open, In Progress, Resolved, or Closed
- Priority — How urgent this is
- Type — The kind of issue (e.g., Bug, Feature Request, Question)
- Category — An additional classification from your workspace's category list
- Assigned to — The team member responsible for resolving it
- Contact — The client this ticket is for (optional)
- Organization — The company this ticket is for (optional)
- Project — The project this ticket relates to (optional)
- Click Save.
Ticket Statuses
| Status | Meaning |
|---|---|
| Open | Ticket received, not yet being worked on |
| In Progress | Someone is actively working on it |
| Resolved | The issue has been fixed or answered |
| Closed | Confirmed resolved and no further action needed |
Ticket Priority
| Priority | Use when... |
|---|---|
| Urgent | System is down or client is severely impacted — needs immediate attention |
| High | Significant issue affecting the client's work |
| Normal | Standard issue that needs attention but is not blocking |
| Low | Minor issue or enhancement request |
Adding Comments to a Ticket
Open the ticket and use the Comments section to communicate.
Team Comments (Internal)
Mark a comment as Internal to make it visible only to your team members. Use this for:
- Internal notes about how to resolve the issue
- Escalation or handoff notes between team members
- Details you do not want the client to see
External Comments
Leave an external (non-internal) comment when you are communicating with the client about the ticket. These are visible through the client portal if the ticket is shared.
Logging Time Against a Ticket
You can log time spent resolving a ticket:
- Open the ticket.
- Go to the Time section.
- Log a time entry linked to this ticket.
This helps track how much time your team spends on support work.
Setting a Time Estimate
You can set an estimated resolution time for a ticket. This feeds into capacity planning so your team's workload reflects support commitments.
Ticket Categories
Categories help organize tickets by type (e.g., Billing, Technical, General Enquiry). Your workspace Owner/Admin manages categories under Settings → Categories.
Frequently Asked Questions
Can clients submit tickets themselves? Client-facing ticket submission through the portal is on our product roadmap. Currently, tickets are created by your team on behalf of clients or when issues are identified internally.
Can I attach files to a ticket? Yes. Use the Documents section on the ticket to upload relevant files and screenshots. Documents can be set as internal or visible to the client.
What is the difference between Resolved and Closed? Resolved means the work is done and waiting for client confirmation. Closed means the ticket is fully complete and no further action will be taken.
Can I reassign a ticket? Yes. Change the Assigned to field at any time. The new assignee will be responsible for the ticket going forward.
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