A ticket can be created in several ways: a customer emailing your support address, a customer submitting a form on your portal, an embedded widget on your website, or a request coming through the API.
Once created, a ticket carries a set of properties you can change at any time:Status - for example Pending Support, Pending Customer, In Progress, Probably Resolved, Resolved, or Duplicate.Priority,...
The Tickets page is a filterable, sortable list. Instead of rebuilding the same filter every day, save it as a view - for example "My Open Tickets" or "Unassigned This Week" - and it will appear in your list of saved views going forward.
From the list you can also edit key properties inline (like status or priority) without opening each ticket individually, and select multiple tickets at once to...
Replies are written in a rich-text editor that supports formatting, inline images, and file attachments. If you find yourself typing the same answer often, save it as a canned response and insert it into future replies in a click, then personalize it before sending.
You can CC or BCC additional people on a reply so they stay informed without being the primary requester, and you can add internal n...
