Support tickets are ClientOS's help desk. A ticket is a case with a status, an owner, a priority and a first-response clock. Clients open tickets from the portal or by email, and your team answers from one queue. Use tickets for questions and problems; use Messages for day-to-day chat.

Tickets come from the optional Helpdesk module. Turn it on or off in Settings → Modules. Quote requests from service pages also arrive as tickets, so they need Helpdesk too.

Where it lives#

Tickets are numbered T-1001, T-1002 and so on. A number is never reused, even after a ticket is deleted.

Statuses#

You can rename and recolour these, and add your own, in Settings → Tickets → Statuses and rules. A status you add counts as "your team owes an answer" for the response clock.

Changing a status doesn't email the client, except closing.

The queue#

Inbox → Tickets lists conversations with the one closest to breaching its response target first.

• Figures across the top: Open, Response overdue and Unassigned.
• Status tabs, a search (subject, number or company), and filters by Assignee (Mine, Unassigned or a person), Priority, Client and Tag.
• View: Table or Board.
• Select tickets for bulk Assign…, Change status… or Export CSV.

Every ticket also has a card on the Todo board, in the column that matches its status.

Answer a ticket#

1. Open the ticket.
2. In the box at the bottom, choose Send to client or Add note.
   • Send to client replies to the client in the portal and by email.
   • Add note is internal. Nobody outside your team sees it, on the portal or by email. Files attached to a note stay internal too.
3. Write your reply, insert a saved reply if you have one, and use Attach files for attachments.
4. Click Send to client or Add note.

Your signature is added under replies to the client if you've set one (never under notes). A team reply moves the ticket to Pending by default.

Other actions#

The ticket's side panel shows its Details (number, opened, last message, snoozed until, priority), its First response clock, the client, and any rating.

Open a ticket for a client#

Click New ticket on the queue (or New ticket about this order on an order page).

1. Pick the Client, and who it's addressed to under To, or The company as a whole.
2. Optionally link it About an order.
3. Add a Subject and Message.
4. Set the Priority and Assign to.

A ticket your team opens owes no first response, because it is the first response.

First-response targets#

In Settings → Tickets → Statuses and rules → First response targets, set the hours to the first reply for each priority. They drive the amber and red timers on the queue. Leave a priority empty for no target.

• The clock starts when a client opens a ticket and stops at your first reply to the client. Notes and auto replies don't count.
• The clock pauses while a ticket is Pending on the client.
• Turn on Count only business hours to count only the hours you're open. A 4-hour target on a ticket that arrives at 4pm on Friday then falls due at noon on Monday.

Ticket rules#

Settings → Tickets → Statuses and rules:

Settings → Tickets → Replies and email:

Email into tickets#

Clients can email your support address, or reply to a ticket email, instead of opening the portal. Their message lands in the ticket it answers, or opens a new one. This uses Resend's inbound email.

1. In Resend, set up a receiving address under Receiving, on your own domain or the one Resend gives you.
2. In Settings → Tickets → Replies and email → Email into tickets, turn on Turn email into tickets and enter the Receiving address.
3. Copy the Inbound webhook URL shown on the page and add it in Resend as a webhook for email.received.
4. Paste the webhook's Signing secret from Resend. It's shown once there, stored encrypted here, and every delivery is checked against it.

Only mail from people who are already your clients is accepted. Anything else is refused and recorded in Settings → Logs; an email never creates a client. Ticket emails go out with a reply-to address that carries the ticket's key, so replies thread correctly.

Requests that arrive as tickets#

• Quote requests from a quote-priced service page, marked Quote request.
• Questions from Ask a question on a service page.
• Refund requests: a client with account credit can choose Request a refund of your credit from their Invoices page. It arrives as a ticket marked Refund request, with a notice on the ticket. Refunds themselves are made on the invoice.

What the client sees#

In the portal under Support, the client can:

• list their conversations, open or closed
• start a New conversation, optionally tied to an order
• reply and attach files
• reopen a closed ticket by replying (Reopen with a reply)
• rate a closed ticket

They get your replies by email too. They never see internal notes or their files. A client needs Collaborate on tickets to use Support. Viewers can read but not write.

Permissions#

Tips#

• Set first-response targets you can actually meet. Red timers everywhere stop meaning anything.
• Leave Move it to Pending on, so Open only shows tickets where you owe an answer.
• Use Close pending tickets automatically after 7 to 14 days to keep the queue tidy.
• Turn on email into tickets so clients who reply to notifications don't get lost.
• Link tickets to orders where you can, so the history sits with the work.