Where the work is tracked
Support Tickets
Email, web forms, phone notes and offline chats resolve to one ticket record. Status, priority, ownership and every lifecycle event live on a single timeline.
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
One record, every channel
A request raised by email, from the web form, over the phone or from an offline chat becomes the same ticket — there is no second ticket model.
A lifecycle you can read
Open, Waiting on Customer, Pending, Resolved and Closed, with Low through Urgent priority. The states mean the same thing everywhere in the platform.
Messages and activity on one timeline
Replies, internal notes, assignments, transfers, escalations, priority changes and reopens appear in order on the thread.
Answer with what you have already written
The composer can pull a knowledge base article straight into a reply and record which articles were referenced.
Ownership that is explicit
Assign to a person or a team, see unassigned work in the queue, and let workflows sweep anything nobody has picked up.
Linked tickets and attachments
Related requests are linked rather than duplicated, and files stay attached to the message that carried them.
Works with
It already knows about the rest of the platform
No connectors, no field mapping, no nightly sync. These share the same records.
In practice
Where Support Tickets is doing the work
- Customer support
Chat and tickets resolve to one record, the customer panel sits beside the thread, and published articles are one click from the composer.
- Support operations
Encode the process as workflows: policies that start the clock, checks that branch on SLA health, and escalations that are recorded rather than remembered.
- Service leadership
Reporting reads the same records the team works in — conversation volume, SLA attainment, CSAT, channel mix, utilisation and coverage.