Customer Support
Customer Support keeps incoming help requests in one ticket list so your office can record a caller's problem, assign a team member, track its priority and status, and keep the conversation with the ticket. Use it for a service question or problem that needs follow-up rather than creating a job before work is agreed.
Before you start
- Your account needs access to Customer Support. A user with permission to view it can review tickets; creating or changing tickets requires permission to edit Customer Support.
- A ticket can be recorded for an existing customer or an unknown caller. You can assign a team member when you create it or later.
- If you share the public support link, check that it belongs to the correct account before sending it to customers.
Record a request
- Open Customer Support and select New ticket.
- Enter a short Subject and, if helpful, a Description of the issue. Avoid putting sensitive access codes or payment details in the subject.
- Search for and select a Customer, or leave the caller unknown if there is no customer record yet.
- Optionally choose an Assignee, Priority, Source, and Category. Priorities are Low, Normal, High, and Urgent. Sources include phone, email, web, SMS, in person, and other.
- Save the ticket. Open its subject from the list when you need to review or follow up.
Triage and follow up
The list has All, Open, In progress, Waiting, and Resolved filters. New tickets appear under Open; resolved and closed tickets appear under Resolved. Summary cards show new and in-progress tickets, unresolved urgent tickets, and tickets resolved in the past 24 hours.
Open a ticket to review its details and comments. Users with edit permission can assign it, add a comment, or link it to an existing job for the customer. Mark a comment internal when it is for your team rather than the customer. Use Start, Wait, and Resolve as the request moves through your team's process; the available action depends on the ticket's current status. A ticket marked Waiting is not the same as a resolved request.
You can copy the account's public support link from the page to accept customer requests. Test the link before sharing it widely; it identifies your account, so do not reuse another business's link.
If something looks wrong
- The ticket list will not load: Select Retry. If it keeps failing, wait and try again rather than assuming that an empty list means no requests exist.
- You cannot create or update tickets: Ask an administrator to check your Customer Support edit permission. Viewing tickets alone does not grant write access.
- A customer or job is missing: Check that you selected the intended customer. A job link is tied to that customer's records.
- The public link cannot be copied: Try again from Customer Support after your account finishes loading. Do not manually construct a support URL.