The support desk replaces email and WhatsApp threads that have no owner or history. Open it from Support desk in the menu.
Where tickets come from
- The client portal: clients choose Need help?, pick the project it's about, and follow the replies there.
- Email: anything sent to your support address becomes a ticket. Find the address in Support desk → Settings, and forward your existing support mailbox to it if you like. Replies keep the ticket number in the subject, so they land on the same ticket.
- You: after a call or meeting, choose New ticket and log it for the client.
- Internal tickets are requests between colleagues, like access or equipment. They're listed and reported separately from client tickets.
Answering
Type in the box at the bottom of a ticket and choose Send. The client gets your reply by email. Tick Internal note to write something only your team sees. Clients never see notes.
- Saved replies fill in answers you send often. You can edit the text before sending.
- Send, wait for client pauses the resolution clock until they answer.
- Send and resolve closes the loop. If the client replies later, the ticket reopens on its own.
Response targets (SLAs)
Each priority has a target for the first reply and for resolving the ticket, set in Support desk → Settings. Only your working hours count, and holidays are skipped. A ticket shows Due soon before a target and Overdue after it, and the person it's assigned to gets an email (Admins, if nobody is). The SLA report shows how often targets were met, by priority and by person, and lists every ticket that missed one.
Merging, closing and reopening
If a client raises the same thing twice, open one and choose Merge. Everything is copied into the other ticket, and nothing is lost. Resolved tickets close by themselves after a few days with no reply. You can reopen any ticket.
On Client 360
A client's page lists their tickets, and each ticket shows a summary of the client: what they owe, their live projects and their other tickets.