Overview
Tickets are created from Support → New Ticket or via email-to-ticket (if configured).
Highlights
- Fill in the subject, description, priority (Low/Medium/High/Critical), assignee, and linked client.
- Reply to tickets in the Support inbox; toggle Internal Note to write notes visible only to your team.
- Clients receive email notifications of replies.
- Each ticket shows an SLA timer; amber warning means approaching breach, red means breached.
- Configure SLA rules in Settings → Support → SLA Policies.
- Change ticket status from Open to Pending (waiting on client), Resolved, or Closed.
- Create self-service knowledge base articles at Support → Knowledge Base and link them to tickets.