Where the work is tracked
Every request, one record, five states.
Email, the support form, phone notes and chats that outlive the session all resolve to one ticket, with messages and lifecycle events on a single timeline.
- 4
- channels in
- 5
- lifecycle states
- 4
- priorities
- 1
- ticket model
Charged twice for the October invoice
#4192·Dana Whitfield
SSO login loops back to sign-in
#4188·Marek Oliveira
How do I add a second workspace?
#4181·Priya Raman
Export finished but the file is empty
#4177·Tomas Lind
First response
11m left of a 15m target
Capabilities
What Support Tickets does
Every line below is something you can open in a trial and point at.
Open → Waiting on Customer → Pending → Resolved → Closed
Five states, and they mean the same thing in the queue, in a workflow condition and in reporting.
Low, Normal, High, Urgent
Four priorities, each with its own mark in the list, so the queue can be triaged without opening anything.
Email, Live Chat, Support Form, Phone
Four sources on one record. There is no second ticket model for a phone note or a chat that got escalated.
Messages and activity, interleaved
Replies, internal notes, assignments, transfers, escalations and priority changes appear in order on the same thread.
Pull in an article you already wrote
The composer opens a knowledge base picker and drops the article into the reply.
Assigned, or visibly not
Filter to unassigned in one click, hand a ticket to a person or a team, and let a workflow sweep whatever nobody picked up.
Not yet
Things Support Tickets does not do today
File attachments — pending private, malware-scanned storage
Works with
No connectors. Same records.
In practice