Support Ticket System

Support Ticketsgetting-started3 min read

The support ticket system helps you manage customer enquiries and issues.

Subscription

The ticket system requires a Support Subscription at £5.99/month per agent seat. Subscribe from the Organization page. Note: the Organization itself is available to all users, but ticket features (departments, agent seats, ticket prefix) require the Support Subscription.

Creating a Ticket

Go to Support → New Ticket
Fill in:
- Requester Email and Name
- Title — brief summary
- Description — detailed information (HTML supported)
- Priority — Low, Normal, High, Urgent
- Category — select from your predefined categories
- Attachments — images, PDF, Word, Excel, ZIP (max 10 MB each). Inbound emails from iPhone / Android / Gmail / Outlook all have their attachments preserved, including iPhone HEIC photos (shown as a download link because browsers can't render HEIC inline).
Click Create Ticket

Tickets are assigned a progressive number (TKT-001, TKT-002, etc.).

Ticket List

The ticket list shows:

Summary cards: total, open, resolved, closed
Filters: search, status, priority, category
Sortable columns
Click any ticket to view details

Grouped tickets

When two tickets are linked (for example you grouped a duplicate under an existing conversation), the list collapses them by default: only the parent row is shown, with a blue N badge on the ticket number indicating how many linked threads are rolled up under it. A Group linked tickets switch under the filters flips to a flat view where every ticket renders as its own row — useful when you want to work on a child directly.

Ticket Detail

Header — ticket info with inline-edit dropdowns for status, priority, category, and assignment
Linked Tickets — card at the top of the page linking to the parent and listing every child. Each child is a collapsible thread: the summary line shows ticket number / title / status / message count, and expanding it reveals the full inline conversation (initial body, all replies, attachments with image previews) so you can read every linked thread without leaving the parent page. A small "open in new tab" button on each child header jumps to the standalone ticket when you need to edit it.
Conversation — chat-style timeline:
- Agent replies (right side, blue)
- Customer replies (left side, light)
- Internal notes (yellow, not visible to customer)
Reply form — text area with internal note checkbox and file upload

Email Integration

Configure custom SMTP/IMAP settings under Organization → Email Settings to send and receive ticket replies from your own email address.