Support · How-to
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.
Open the ticket
Click it on Support, or press the notification about it. The thread shows the client’s messages marked “Requester”, notes highlighted and marked “Internal note”, and automatic entries, such as a change of status or assignee or a missed target, as small grey lines in your language. Beside it are the clock, the requester, who has the ticket and its priority.
Take it or hand it on
Under “Assignee”, press “Assign to me”, so everyone knows the ticket is being handled. To give it to a colleague, choose them in the “Assignee” list; they get a notification that opens the ticket. Choose “Shared queue (unassigned)” to put it back for anyone to take.
Reply to the client
Stay on “Public reply”, write your answer and press “Send reply”. Your first public reply meets the response target. If AI is switched on for your workspace on Settings › AI, “Draft a reply” writes a draft for you to edit before sending; each draft uses AI credits. The client is emailed your reply with a link to the ticket. A note for the team is never emailed.
Or leave a note for the team
Choose “Internal note”, write it and press “Add note”. The client never sees notes, so it is the place for what you would not say to them.
Change the priority
Pick a new one in the “Priority” box. While nobody has answered yet, the deadline is worked out again from when the ticket was opened. A closed ticket’s priority cannot be changed.
Resolve it
Press “Resolve” when it is done. If the client writes again, the ticket reopens on its own; you can also press “Reopen”.
To stop all replies, select the ticket in the queue and press “Close” in the bar. A closed ticket takes no replies from you or the client until someone opens it and presses “Reopen”.
Common questions
- Does the client get my reply by email?
No. The client reads your public replies in their online account, under “Requests”. For a client who does not use it, contact them another way as well.
- Can I hand a ticket to a colleague?
Yes. Choose them under “Assignee” on the ticket, or tick several tickets in the queue and use “Assign to…”. They get a notification that opens the ticket.
- Why can’t I reply or change anything on a ticket?
Your role lets you view Support but not edit it, so the ticket shows without “Resolve”, the assignee and priority controls and the reply box. An owner or admin can change that on Settings › Roles & permissions. On a closed ticket, press “Reopen” first.
- Does the client hear my reply?
Yes. A public reply is emailed to the client in your workspace’s language, with the ticket’s number in the subject and a link to the ticket in their Setvos account. An internal note is never sent.
- How do I answer a ticket on the phone?
The ticket shows its SLA, the requester, the assignee with “Assign to me” or “Back to the shared queue”, the priority, Resolve or Reopen, notes apart from replies, and files. A “Public reply” goes to the client by email or, if they have no email, to their Setvos account; an “Internal note” is seen only by your team. Attach files to either, and draft a reply with AI when AI is on. A closed ticket offers Reopen before you can reply.
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.
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.
Support tickets: common questions
Emails and replies, closing and reopening, who sees which tickets, who is notified, and how tickets differ from the inbox.
More in Support
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