Support Tickets
Support is a simple help desk built into Threadline. Your clients write to you from inside their workspace, and you answer from the Owner area. Everyone sees the full conversation in one place, and nothing gets lost in a mailbox.
The problem it solves
When customers email you directly, requests get buried, nobody knows who is answering what, and you cannot see the history. Tickets give every request a status, an owner and a thread.
How it works
- A client Admin opens Support in their workspace sidebar and writes a ticket: a subject, a priority and a message. They can attach files.
- The bell (and a push, if you allowed notifications) tells you, or the staff member the ticket is assigned to, right away, and the number on Content → Support goes up.
- You reply. The client sees it in their bell and on their Support page.
- When it is solved you set the status to Resolved or Closed.
If the client writes again, a closed ticket opens again by itself.
The ticket list
Tickets that need a reply come first. Use the filters to narrow the list:
- Status — Open, Pending, In progress, Resolved, Closed.
- Priority — Low, Normal, High, Urgent.
- Assigned to me — only your tickets.
- Client — one client's tickets.
- A search box for the subject.
Working a ticket
| Action | What it does |
|---|---|
| Reply | Sends your answer to the client by email and shows it in their Support page. You can attach up to three files. |
| Internal note | Tick this to write something only your team can see. The client never receives it. |
| Change status | Open, Pending, In progress, Resolved or Closed. The client is emailed when it changes. |
| Change priority | Helps your team decide what to answer first. |
| Assign | Give the ticket to a person on your team, so nobody answers twice. |
Open a ticket for a client
Someone phoned you instead of writing? Click Open a ticket for a client. Choose the client, write their message and click Open ticket. You may leave the person empty for a walk-in with no email to send.
The emails
A new message is emailed only if nobody it was meant for has read it within 10 minutes: once any of your staff opens the ticket or answers it, no staff email goes out, and a client who has read your answer is not emailed about it. The "ticket created" and "status changed" emails go at once. This needs the cron job, like every scheduled task. Each person can switch the bell, push and email for tickets on or off under Settings → Notifications.
Five emails are sent, and you can change the wording of each under Mail & Email Templates:
- Ticket created (to the client)
- New ticket (to you and your staff)
- Reply from your team (to the client)
- Reply from the client (to your team)
- Status changed (to the client)
Permissions
| Permission | Lets the person |
|---|---|
| View support tickets | Read tickets and download attachments. |
| Reply to and manage support tickets | Reply, write notes, change status, priority and assignee, open tickets. |
Tickets and their files are private to the client that opened them. One client can never see another's.
Common questions
The client says they got no email. Check Mail. If mail is not configured the dashboard shows a red banner.
Can a customer of my client open a ticket with me? No. Tickets are for the client's own Admin, so you only talk with the people who pay you.