Support tickets
Oct 15, 2026
Open Support > Support Tickets.
Ticket statuses and priorities
| Status | Meaning |
|---|---|
| Open | New, waiting for staff |
| Pending | Waiting for a third party or more work |
| Answered | Staff replied, waiting for the client |
| Closed | Finished |
Priorities are Low, Normal, High and Urgent.
The ticket list
Search by subject, number or client and filter by status, department or priority.
Open a ticket
- Clients open tickets in their area.
- Staff use Open New Ticket, choose the client (the page switches to their data) and a department, and the client gets the message by email.
The ticket page
Read the conversation and reply with Send Reply.
- Tick Internal Note to write a note the client never sees.
- Use Predefined Replies to insert a saved answer.
- Use Draft with AI to have an AI provider draft a reply from the ticket and your knowledgebase. See AI-assisted replies.
- Change Status, Priority, Department and Assigned To, then press Update Ticket.
- See Related Service and Related Domain, and jump to the client's profile.
Attachments
Clients and staff can attach files. The allowed types are set in General Settings > Support. Where files are stored is set in File Storage. Old attachments can be removed automatically with the Attachment Retention setting.
Email notifications
A new ticket and each reply email the other side. A department can send an auto-responder when a ticket opens and request feedback when it closes. The Support Ticket Mask Format sets how ticket numbers look and Ticket Reply List Order how replies are ordered.
Auto-close
Answered tickets the client does not reply to are closed after the number of hours in Automation Settings.
Ratings
Clients can rate a reply. Reports > Ticket Feedback Score summarises the ratings.
Alerts
Install Slack, Discord or Web Push alert plugins to be told about new tickets, and SMS or WhatsApp plugins to message clients. See Notifications and alerts.