Handling Support Tickets

How Tickets Are Assigned

When a client submits a support request, the portal automatically assigns it to the staff member(s) assigned to that client. You'll receive an email notification and it will appear in your Pending Tickets dashboard widget.

[Screenshot: ticket detail view]

Responding to a Client Ticket

1. Click the ticket from your dashboard or go to Support → Tickets.
2. Read the client's request carefully.
3. Type your response in the reply box at the bottom.
4. Click Send — the client is notified by email immediately.

Continue the conversation in the same ticket thread until the issue is resolved. Avoid moving the conversation to email — keeping it in the portal ensures nothing gets lost.

Managing Ticket Status

Update the status as the ticket progresses:

Status	When to Use
Open	New or actively being worked on.
Pending	Waiting on the client for more information.
Resolved	Issue is closed. The client can re-open if needed.

To change the status, click the status dropdown at the top of the ticket and select the new status.

Linked Tasks

If a support ticket requires follow-up work (e.g., preparing a document or making a correction), you can link it to a task.

1. Open the ticket.
2. Scroll to the Linked Tasks section.
3. Click Link Task — select an existing task or create a new one.

This keeps your ticket and task boards in sync and gives you a full audit trail.