Support Tickets

Support tickets track customer issues from initial contact through resolution. This guide covers creating, managing, and resolving support tickets.

Overview

Support tickets enable you to:

• Create and track issues
• Assign to team members
• Communicate with customers
• Track resolution progress
• Monitor SLA compliance
• Analyze ticket metrics

Accessing Tickets

Navigate to Support → Tickets to manage support tickets.

Understanding Tickets

Ticket Components

Component	Description
Subject	Brief issue description
Description	Detailed explanation
Customer	Who reported
Category	Issue type
Priority	Urgency level
Assignee	Responsible agent
Status	Current state

Ticket Status

Status	Description
New	Just created
Open	Being worked on
Pending	Awaiting customer
On Hold	Temporarily paused
Resolved	Solution provided
Closed	Completed

Priority Levels

Priority	Response	Resolution
Critical	15 min	2 hours
High	1 hour	8 hours
Medium	4 hours	24 hours
Low	8 hours	48 hours

Creating Tickets

Manual Creation

1. Go to Support → Tickets → New
2. Enter details:

Field	Description
Customer	Select or create
Subject	Issue summary
Description	Full details
Category	Issue type
Priority	Urgency

3. Attach files if needed
4. Submit ticket

Automatic Creation

Tickets created from:

• Email to support address
• Customer portal submission
• Web form
• API integration
• Chat conversion

How-To Guides

How to Create Support Tickets

From Dashboard

1. Click New Ticket
2. Select customer
3. Enter subject line
4. Describe the issue
5. Set category and priority
6. Assign (or auto-assign)
7. Submit

From Customer Record

1. Open customer in CRM
2. Click Create Ticket
3. Customer auto-populated
4. Enter issue details
5. Submit ticket

Ticket Example

New Ticket

Customer: Acme Corporation
Contact: John Smith ([email protected])

Subject: Cannot generate monthly reports

Description:
When attempting to generate the monthly sales report,
the system displays "Error 500 - Internal Server Error"
after clicking the Generate button. This started
happening after yesterday's update.

Steps to reproduce:
1. Go to Reports → Sales → Monthly
2. Select January 2026
3. Click Generate
4. Error appears

Category: Technical
Priority: High
Assignee: Support Team Queue

How to Manage Ticket Queue

Queue View

View tickets by:

• All open tickets
• My tickets
• Unassigned
• By priority
• By category
• By SLA status

Queue Filters

Filter by:

• Status
• Priority
• Category
• Assignee
• Customer
• Date range

Sorting Options

Sort by:

• Created date
• Last updated
• Priority
• SLA deadline
• Customer name

How to Assign Tickets

Manual Assignment

1. Open ticket
2. Click Assign
3. Select agent or team
4. Add assignment notes
5. Save

Auto-Assignment Rules

Configure rules:

• Round-robin
• By category expertise
• By workload
• By availability
• By customer account

Reassignment

Transfer tickets:

1. Open ticket
2. Click Reassign
3. Select new assignee
4. Enter reason
5. Previous assignee notified

How to Respond to Tickets

Adding Response

1. Open ticket
2. Click Reply
3. Write response
4. Choose visibility:
   • Public (customer sees)
   • Private (internal only)
5. Add attachments if needed
6. Send response

Response Templates

Use canned responses:

1. Click Insert Template
2. Select template
3. Personalize as needed
4. Send

Response Best Practices

• Acknowledge the issue
• Show empathy
• Provide clear information
• Set expectations
• Include next steps

How to Resolve Tickets

Resolution Process

1. Implement solution
2. Document resolution
3. Update ticket status to Resolved
4. Add resolution notes
5. Customer notified

Resolution Notes

Include:

• Root cause
• Solution applied
• Steps taken
• Prevention measures
• Related documentation

Closure

After resolution:

• Wait for customer confirmation
• Auto-close after period
• Or manual close
• Customer can reopen if needed

How to Handle Escalations

Escalation Triggers

Escalate when:

• SLA approaching breach
• Customer requests
• Complex technical issue
• VIP customer
• Multiple occurrences

Escalation Process

1. Open ticket
2. Click Escalate
3. Select escalation level
4. Enter reason
5. Assign to escalation team
6. Notifications sent

Escalation Levels

Level	Handler	Criteria
L1	Support Agent	Initial contact
L2	Senior Support	Technical issues
L3	Technical Lead	Complex problems
L4	Management	Critical/VIP

How to Track Ticket Metrics

Key Metrics

Metric	Description	Target
First Response	Time to first reply	<1 hour
Resolution Time	Time to resolve	<24 hours
SLA Compliance	Met targets	>95%
Customer Satisfaction	CSAT score	>4.5/5
First Contact Resolution	Resolved first try	>70%

Viewing Metrics

1. Go to Support → Reports
2. Select metric type
3. Choose date range
4. View dashboard

Individual Performance

Track by agent:

• Tickets handled
• Resolution rate
• Response times
• CSAT scores

How to Use Ticket Automation

Automation Rules

Configure automatic actions:

Trigger	Action
New ticket	Auto-assign, notify
No response 24h	Send reminder
SLA warning	Escalate
Resolved 7 days	Auto-close

Setting Up Automation

1. Go to Settings → Support → Automation
2. Click New Rule
3. Define trigger conditions
4. Set actions
5. Enable rule

Advanced Features

Ticket Merging

Combine related tickets:

• Select tickets
• Click Merge
• Choose primary ticket
• History preserved
• Customers notified

Ticket Splitting

Separate issues:

• Open ticket
• Click Split
• Select items to separate
• Create new ticket
• Link maintained

Macros

Multi-step automation:

• Common action sequences
• One-click execution
• Customizable
• Time-saving

SLA Tracking

Built-in monitoring:

• Response countdown
• Resolution countdown
• Warning indicators
• Breach alerts

Best Practices

📝 Documentation

• Clear descriptions
• Complete information
• Update regularly
• Attach evidence

💬 Communication

• Professional tone
• Timely responses
• Clear explanations
• Follow through

⚡ Efficiency

• Use templates
• Proper categorization
• Accurate priority
• Knowledge sharing

📊 Quality

• Complete resolution
• Customer confirmation
• Documentation
• Continuous learning

Configuration

Ticket Settings

Navigate to Settings → Support → Tickets:

• Categories - Issue types
• Priorities - Urgency levels
• Statuses - Workflow states
• Fields - Custom fields

Queue Settings

• Queues - Team groupings
• Assignment - Distribution rules
• Views - Saved filters
• Notifications - Alert rules

Automation Settings

• Triggers - Event-based rules
• Macros - Action sequences
• SLA Rules - Time tracking
• Escalations - Auto-escalate

Troubleshooting

Common Issues

Ticket not created

• Check required fields
• Verify customer exists
• Review submission errors
• Check permissions

Assignment not working

• Verify queue settings
• Check agent availability
• Review assignment rules
• Test manually

Notifications not sending

• Check email configuration
• Verify notification rules
• Review spam filters
• Test email delivery

SLA showing incorrectly

• Verify SLA assignment
• Check business hours
• Review pause rules
• Recalculate if needed

Next Steps

Learn about the Knowledge Base to create self-service content for customers.