Managing Tickets

Learn how to create, view, and manage support tickets effectively.

Creating Tickets

From Support Module

1. Navigate to Support
2. Click "New" button in the header
3. Fill in the ticket form:

• Subject: Brief description of the issue
• Customer: Select a contact or company (optional)
• Inbox: Choose which inbox to create the ticket in
• Priority: Set urgency level
• Message: Initial message content

4. Click "Create Ticket"

From CRM

1. Open a Contact or Company detail page
2. Click "Create Ticket" in the tickets section
3. The customer will be pre-filled
4. Complete the form and create

Via Email

Tickets are automatically created when emails are received in configured inboxes. The email content becomes the first message.

Viewing Tickets

Ticket List

The main inbox view shows all tickets with:

• Ticket number and subject
• Status badge
• Priority indicator
• Assignee
• Last activity time

Filters

Filter tickets by:

• Status: New, Open, Pending, Waiting Customer, Solved, Closed
• Priority: Low, Normal, High, Urgent
• Assignee: Filter by assigned agent
• Inbox: Filter by inbox
• Search: Search by subject or ticket number

Ticket Detail View

Click any ticket to view:

• Full conversation thread
• Customer information
• Ticket metadata (status, priority, tags)
• Activity timeline
• SLA tracking information

Replying to Tickets

Customer Replies

1. Open the ticket
2. Type your reply in the message box
3. Optionally insert a saved reply
4. Use AI Draft for AI-generated responses
5. Click "Send Reply"

Internal Notes

1. Check "Internal note" checkbox
2. Add your note
3. Click "Add Note"
4. Notes are hidden from customers

Updating Tickets

Status Changes

Use the status dropdown in the ticket header:

• New: Just created, not yet reviewed
• Open: Being actively worked on
• Pending: Waiting for information or action
• Waiting Customer: Waiting for customer response
• Solved: Issue resolved
• Closed: Ticket closed

Priority Changes

Change priority to reflect urgency:

• Low: Non-urgent issues
• Normal: Standard priority
• High: Important issues
• Urgent: Critical issues requiring immediate attention

Assignment

Assign tickets to team members:

1. Use the "Assign" dropdown
2. Select an agent
3. Ticket is automatically assigned
4. Agent receives notification

Tags

Add tags to organize tickets:

1. Click "+ Add tag" in the tags section
2. Select existing tag or type new one
3. Tags help with filtering and reporting

AI Features

AI Draft Response

1. Click "AI Draft" button in reply form
2. AI generates a context-aware response
3. Review and edit as needed
4. Send the reply

AI Summary

1. Open AI Assistant panel
2. Click "Summarize"
3. View concise summary of the conversation

Sentiment Analysis

1. Click "Sentiment" in AI panel
2. View sentiment (positive/neutral/negative/frustrated)
3. See urgency level and confidence score

AI Routing

1. Click "Suggest Assignee"
2. View AI's suggestion with reasoning
3. Click "Apply" to assign

Smart Tagging

1. Click "Suggest Tags" in AI panel
2. View suggested tags
3. Click tags to apply them

Best Practices

1. Respond Promptly: Aim to meet SLA deadlines
2. Use Tags Consistently: Establish tag naming conventions
3. Keep Customers Informed: Update status appropriately
4. Leverage Saved Replies: Save time with templates
5. Use Internal Notes: Keep team context without customer visibility
6. Monitor SLAs: Stay aware of deadlines
7. Close Resolved Tickets: Keep the inbox clean

Keyboard Shortcuts

• N: Create new ticket (when in inbox view)
• /: Insert saved reply
• Esc: Close ticket detail view

Updated on: 13/03/2026