Tickets
The core unit of Support — one customer request, tracked from open to resolved.
Opening a ticket
An agent can open a ticket manually from All Tickets → New Ticket. The form takes the client's name and email (with optional CC/BCC), a department, a priority, and a subject and description. The description is a rich-text field with buttons to insert a predefined reply, and supports one attachment.
Each ticket gets an ID in the form YYYY-MM-DD-### (the exact format is configurable per tenant), and a new ticket is automatically assigned to a member of the chosen department rather than left unassigned.
Statuses and priority
| Status | Meaning |
|---|---|
| Open | New or reopened, waiting on an agent. |
| Answered | An agent has replied and it's waiting on the customer. |
| On-Hold | Paused — waiting on something outside the conversation. |
| Customer Reply | The customer replied and it's back with the agent. |
| Resolve | Closed out. |
Priority is Low, Medium, or High. Status, priority, department, and the assigned agent are all dropdowns on the ticket detail screen — changing one saves immediately, there's no separate save button.
Reply, Note, and Comment — three different things
A ticket's detail screen separates three kinds of writing, and it matters which one you use:
| Type | Who sees it | Use it for |
|---|---|---|
| Reply | The customer — sent as an email | Anything you want the customer to read |
| Note | Your team only | Internal context that shouldn't go to the customer |
| Comment | Your team only, supports @mentions | Pulling in a specific teammate on a ticket |
Predefined replies
Save a canned response once and insert it into any reply or the initial ticket description, instead of retyping common answers.
Reply drafts
A reply you're writing is auto-saved as a draft, so switching away from a ticket and coming back doesn't lose your half-written response.