Support · Overview
Support tickets: answer every client, in the order that matters
Keep each client question or problem as a ticket with a priority, an owner and a clock for the first answer, and work through them from one queue.
What a ticket is
A ticket is one client question or problem, with a number such as TKT-0001, a priority, the person working on it and a status. It is linked to the client’s card, so their history is one click away.
The queue
Support shows four figures at the top, counted over the tickets you can see: “Open”, “Unassigned”, “SLA breached” and “Due within 1 h”. Below them, tabs, a search and a priority filter narrow the list; each row shows the subject, the requester, priority, status, the clock, who has the ticket and when it was “Opened”.
The clock
Each priority has a target for the first answer, which you set once. The clock starts when the ticket is opened and stops at your team’s first public reply. A ticket that misses its target is marked, moved up one priority and listed on the “SLA breached” tab until someone answers it. Whoever has the ticket is notified, or, when nobody has it, everyone who works the desk.
Replies and notes
A public reply is for the client: they read it in their online account. An internal note is for your team only and is never shown to the client.
Where tickets come from
You open one with “New ticket” when a client calls or writes, and clients can write to you themselves from their online account. Either way the ticket starts with nobody assigned, in the shared queue: everyone who works the desk sees it until someone takes it.
What to do first
Set your response targets with the “SLA settings” gear button. Then decide who works the desk: everyone whose role can edit Support is told about new client tickets, can take a ticket with “Assign to me” and can give one to a colleague. A role limited to its own or its team’s records still sees every unassigned ticket; once a ticket is taken, it shows to the person who has it, their team and the roles that see every ticket. Roles are set on Settings › Roles & permissions.
Read next
Work through the support queue
Find the tickets that need you, take them or hand them to a colleague, and change several at once.
Open a ticket for a client
Record a client’s question or problem as a ticket when they call, write or come in, so it has an owner and a deadline.
Answer a ticket and resolve it
Take a ticket or hand it to a colleague, reply to the client or leave a note for your team, change its priority, and resolve or reopen it.
Set response targets for each priority
Decide how quickly each priority must get its first answer, and understand what happens when a ticket misses it.
How clients write to you and follow their tickets
Clients can open a ticket and read your answers in their online account, the one they use to book with you.
Set up roles and permissions
Use the four ready-made roles or build your own: choose what each role may do in every module and whose records it sees.
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