Support · How-to
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.
Where clients find it
A client who has an account and signs in sees a “Requests” tab. Your business is offered there when the client is on your client list and Support is switched on for your workspace.
How a client writes
They write a subject and a message and press “Send”, choosing your business first if they visit more than one. A ticket with normal priority lands in your shared queue with nobody assigned, and everyone who can answer tickets gets a notification that opens it.
What the client sees
The client sees your public replies and the ticket’s status; a resolved ticket shows to them as answered. Internal notes and automatic entries are never shown.
How the conversation continues
The client can reply under your answer. A reply to a resolved ticket reopens it; a closed ticket takes no more replies, and the client is asked to write a new one. When you reply, the client gets an email with your answer, its files and a link to the ticket; they answer in their account, not by replying to the email.
If a client cannot see a ticket
Clients see only tickets filed under their own client card, matched by the confirmed email address they sign in with or a phone number they have confirmed. Check that the ticket’s requester is the right client and that their card has the right email or phone.
Common questions
- Can the client open files from a reply?
When a public reply carries files, the client sees each one under the reply with its name and size, and opens it from their account. Files on an internal note are never shown.
- Can clients see their tickets in the app?
Yes: Me → Tickets lists them, marking those you replied to, opens each thread with the files on your public replies, and lets the client reply or start a new one. Clients cannot attach files.
Read next
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.
Support tickets: common questions
Emails and replies, closing and reopening, who sees which tickets, who is notified, and how tickets differ from the inbox.
Design and publish your booking page
Give each place a booking page in your colours, with a hero, photos, team profiles, your links, a promo and the sections you choose, preview it, and publish when it is ready.
Notifications: what you are told, and where
Setvos tells you about new bookings, tasks assigned to you, approvals and more — in the bell, on your phone, and in Telegram if you link it.
More in Support
Open in Setvos
Signed in? This article is also in the Help menu of the app.
Still stuck?
Tell us what you were trying to do — we answer in chat, in six languages. Write to us
Move your bookings off paper, WhatsApp and three spreadsheets.
Bring your clients, services and past visits in from a spreadsheet or your old system’s export, with a preview before anything is written — and help in chat, in six languages, whenever you want it. Most studios are live the same day.