Tickets

A Ticket is one customer issue. Tickets are created from email, phone, chat, social or the portal, land in Support (inbox, queues) and are worked to RESOLVED and CLOSED. Every ticket is linked to a Contact and usually a Company so agents see sales history alongside the case.

Channels and statuses

• Channels: EMAIL, PHONE, CHAT, SOCIAL, PORTAL.
• Base status: OPEN, IN_PROGRESS, RESOLVED, CLOSED.
• Custom statuses (SupportStatus) add workspace labels with color, order, an isDefault flag for new tickets and an isResolved flag that marks the ticket as done for SLA and reporting.
• Category (and sub-category) drives SLA targets and macro suggestions.

Working a ticket

1. 1Open Support > Inbox (or a queue) and pick an unassigned ticket, or claim from a CLAIM queue.
2. 2Review the customer, company SLA tier, previous tickets and linked deals in the side panel.
3. 3Reply publicly or add an internal note; notes are only visible to agents.
4. 4Apply a macro for common answers (Categories & macros).
5. 5Set the status to your workspace's resolved status when the customer's issue is fixed.
6. 6After resolution a CSAT survey is sent if enabled. Send as Resolved in the reply box sends your reply and resolves the ticket in one step.

Email replies and reopening

• Public replies are emailed to the customer with the ticket reference in the subject, so their answer threads back onto the same ticket.
• A customer reply to a resolved ticket reopens it if it arrives within the reopen window; later replies start a new ticket.
• Admins set whether replies reopen tickets, the window in days and the status a reopened ticket returns to under Help desk rules in Support > Queues.
• If a reply cannot be emailed (for example no customer email address), the ticket timeline says so and why.

Permissions

• ticket:assignee governs who may change the assignee.
• ticket:internal_notes governs who can read or write internal notes.
• Customers only ever see public replies and status, never internal notes.