Support & Ticketing
🎫 Support & Ticketing
Last Updated: May 27, 2026It helps teams: 🚀 What You Can Do 📍 Where to Access Support Tickets 🎯 Benefits of Ticketing The ticketing system helps: 💡 Quick Tips: Update ticket status regularly, assign tickets to the correct team, and respond to customers quickly for better support management.
Creating Support Tickets
Last Updated: May 27, 2026Helps users report issues, ask questions, and request support from the team. It keeps customer support organized and easy to track. 🚀 How to Create a Support Ticket 📍 Step 1: Open Support Step 2: Enter Ticket Details Add: Step 3: Attach Files (Optional) Users can upload: to explain the issue clearly. Step 4: Submit...
Ticket Priorities Explained
Last Updated: May 27, 2026Help support teams identify how urgent a support request is, and this helps teams respond to important issues faster. 📋 Common Ticket Priorities 🟢 Low Small issues or general questions that are not urgent. 🟡 Medium Normal support requests that need attention within regular working time. 🟠 High Important issues that may affect work or...
Ticket Status Workflow
Last Updated: May 27, 2026It helps support teams manage customer issues in an organized way. 📋 Common Ticket Workflow 🟡 Open → 🔵 In Progress → 🟢 Answered → ✅ Closed. 🚀 Optional Workflow Status 🔴 On Hold The ticket is temporarily paused while waiting for: 📍 Where to Update Ticket Status 💡Tips: Keep ticket statuses updated regularly so...
Assigning Tickets
Last Updated: May 27, 2026Helps support teams send customer issues to the correct staff member or department for faster resolution. 🚀 How to Assign a Ticket 📍 Step 1: Open Support Tickets 👤 Step 2: Select Staff or Department Choose: This ensures the right team handles the issue. ✅ Step 3: Save Changes Click Save. 🎉 The assigned user...
Customer Ticket Replies
Last Updated: May 27, 2026Help support staff and customers communicate directly inside a support ticket. This keeps all conversations and updates organised in one place. 🚀 How Ticket Replies Work 📍 Where to Reply to Tickets 💡Tips: Reply clearly, include helpful information, and respond quickly to keep customer communication smooth and professional.
Internal Notes
Last Updated: May 27, 2026Help staff members share private information and updates inside tickets without customers seeing them. They are useful for team communication and internal support discussions. 🚀 What You Can Do 📍 Where to Add Internal Notes 💡Tips: Use internal notes for private team updates and important troubleshooting details that customers should not see.
SLA Best Practices
Last Updated: May 27, 2026SLA (Service Level Agreement) helps support teams respond to customer tickets within a defined time. 🚀 SLA Best Practices 💡Tips: Respond quickly, assign tickets correctly, and keep ticket statuses updated to maintain good SLA performance and customer satisfaction.
Ticket Automation Basics
Last Updated: May 27, 2026Automation reduces manual work and helps tickets reach the correct team faster. 🚀 What Ticket Automation Can Do 📌 Why This Matters Automation helps teams save time, improve workflow, reduce manual tasks, and respond faster to customers. 💡 Tips: Use ticket automation to assign tickets, send notifications, and manage statuses to improve support speed and...