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Support tickets

At the support section you will find a list of support tickets.

At a glance, you can see how many tickets are still pending resolution. These are grouped into one of the following five categories:

  • New: all newly received tickets.
  • In progress: the support team has replied to the client.
  • Pending response: the client has replied to the ticket thread and it needs to be reviewed by the support team.
  • Resolved: the ticket has been resolved by the support team.
  • Closed: after resolution, the issue has been confirmed as solved by the user, and no further action is required.

Tickets may include file attachments, allowing both users and operators to share additional context such as screenshots or supporting documents.

You can also use the interaction history and notes to keep track of all communications and actions related to a ticket. Add notes such as Issue escalated to the distributor. Reference: INC-20483. or Invoice copy sent to stay organized and ensure effective follow-up.

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If you are interested in sending an automatic message to users when a support ticket is opened, please contact us.