Lesson 58 of 64
Store content & customers
Manage support tickets, replies and departments
Keep service requests assigned, linked to the right record and updated through resolution.
Before you begin
Have support access and the customer or transaction reference for the issue.
Step by step
- Search existing tickets before opening another request for the same issue.
- Create the ticket with a clear subject, description, priority, customer and source reference where relevant.
- Assign the appropriate department and team member. Inspect response or resolution due dates shown by the workflow.
- Record replies or internal notes using the correct message type and visibility. Attach only relevant permitted evidence.
- Update status after resolution and review Support Settings for department configuration when authorised.
Check the result
The ticket should identify its owner, original problem, conversation and actual resolution.
Common question
Are all ticket notes visible to the customer?
Check the selected message type and visibility before saving. Internal notes and customer replies serve different purposes.