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.

Initiating Contact with Clients (Message Client)

Staff can start a conversation with a client directly from the Tickets page using the Message Client button.

1. Go to Tickets in the sidebar.
2. Click Message Client (top-right of the page).
3. Select the client from the dropdown.
4. Choose the message type:
   • General Message — for general communication, updates, or questions
   • Document Request — when you need a specific document from the client
5. Write your message and click Send.

The message appears as a Conversation in your tickets list (not labelled as "Ticket") and creates a ticket thread on the client's Support page. They'll receive an email notification and can reply through their portal.

TIP

Use Document Request when you need the client to upload a specific file. It prompts them to attach the document in their reply, making it clear what you're waiting for.

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.