Tickets
A ticket is a customer's email to the support address, kept as a conversation. Staff reply, assign and close from Support > Tickets.
What you can do
- Read new mail to the support address as tickets. A sender with no record still gets a ticket.
- Follow a conversation on the ticket page, with the customer's replies threaded in.
- Reply, optionally closing the ticket in the same step.
- Assign, close and reopen a ticket.
- Filter by open, closed and all, and search.
- See Support cards on the dashboard: Support on the Me tab, and Support queue on the Ops tab. See Dashboard.
How to
- Open Support > Tickets. The list opens on open tickets.
- Open a ticket, write the reply and press send.
- To close, close the ticket or send the reply with close ticked. A customer reply reopens a closed ticket.
Limits
- Developers see Tickets. Agreements and wider Support screens follow the person's permissions.
- The screens are permission-gated: view, reply, close and assign are separate permissions.
- Products and agreements are described on Agreements.