Support · Questions
Support tickets: common questions
Emails and replies, closing and reopening, who sees which tickets, who is notified, and how tickets differ from the inbox.
Common questions
- Is a ticket the same as a conversation in the inbox?
No. The inbox is where email and messenger conversations arrive. A ticket adds a priority, an owner and a deadline for the first answer, and is for questions you need to track until they are solved.
- What is the difference between “Resolve” and “Close”?
A resolved ticket reopens if the client writes again. A closed ticket takes no replies at all, from you or the client, until someone presses “Reopen”.
- Who is told when a client writes?
When a client opens a ticket or replies to one, the person it is assigned to gets a notification, or, if nobody has it, everyone who can answer tickets. The notification opens the ticket.
- Can everyone on the desk see a ticket a client opened?
Yes. It starts in the shared queue with nobody assigned, and unassigned tickets show to everyone who can see tickets, even someone whose role shows only their own or their team’s. Once someone takes it, it shows to them, their team and the roles that see every ticket.
- Why was a ticket’s priority raised on its own?
It missed its first-response target. Setvos moves a breached ticket up one priority step, notes it in the thread and tells whoever has it, or everyone who can answer tickets when nobody has it.
- Can I turn off the support notifications?
Each person can, for themselves: in Account settings › Notifications, under Support, switch off “Ticket assigned to you”, “A client wrote on a ticket” or “A ticket missed its first-response target”.
- Can I delete a ticket?
No. Close it instead; it stays under the “All” tab.
- Who can see and answer tickets?
Anyone whose role includes Support can see tickets. Answering, taking, assigning and resolving them needs a role that can edit Support, opening one a role that can create, and the response targets a role that can change Support settings. A role can be limited to the tickets of that person or their team, plus the shared queue; an owner or admin sets this on Settings › Roles & permissions.
Read next
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.
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.
Inbox: client conversations from email, Telegram, Instagram and Messenger
Read and answer clients’ emails and messages in one list, with every reply going back on the channel the client used.
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.
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
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