Support · How-to
Work through the support queue
Find the tickets that need you, take them or hand them to a colleague, and change several at once.
Pick a tab
On Support, “Open” lists open tickets, “Unassigned” the shared queue of those nobody has taken yet, “SLA breached” those still waiting for a first answer past their target, and “All” everything, resolved and closed tickets included.
Narrow the list
Search by subject, ticket number, or the requester’s name or company, or choose a priority in the “Priority” filter. The tab, search and filter stay in the page address, so you can bookmark a view.
Read the clock
The “SLA” column shows “First response due in” and the time left, turning amber in the last half hour. A missed target reads “SLA breached” in red, and an answered ticket shows “First response sent”.
Change several at once
Tick the box beside each ticket, or the box in the header for the whole page. A bar appears at the bottom: “Assign to me”, “Assign to…” to give them to a colleague, “Change priority” or “Close”. Each ticket changes just as it would on its own page: a new priority moves the deadline for the first answer while nobody has answered, a new status or assignee is noted in the thread, and a colleague you give tickets to is notified. The boxes are there only for a role that can edit Support.
Open a ticket
Click a row to open the ticket and answer it.
Common questions
- Why do I see only some tickets?
Your role may show you only the tickets assigned to you or to your team. You still see every unassigned ticket, the shared queue, until someone takes it, and the four figures at the top count only the tickets you can see. An owner or admin sets roles on Settings › Roles & permissions.
- What happens when I take an unassigned ticket?
It becomes yours: it leaves the “Unassigned” tab, and colleagues whose role shows only their own or their team’s tickets no longer see it, unless they are on your team.
- Where is the support queue on the phone?
Under More → CRM → Support. Tiles count Open, Unassigned, “SLA breached” and “Due within 1 h”; chips and a priority filter narrow the list. Each row shows the ticket number, the requester, priority and status, Breached or the time left, the assignee and how long ago it was opened. Touch and hold for “Assign to me”, “Change priority” or Close, on one ticket or several. On an iPad the ticket opens beside the queue.
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.
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.
Support tickets: common questions
Emails and replies, closing and reopening, who sees which tickets, who is notified, and how tickets differ from the inbox.
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.
More in Support
Open in Setvos
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