Tickets

Customer requests tracked to resolution.

Assign, prioritize and resolve a ticket
Find a ticket in the queue, take it or hand it off, change its queue, status and priority, add internal notes, and mark it waiting or resolved.
Create a ticket
Start a support ticket by hand, choose its queue and request type, set the priority, and leave a kickoff note for the team.
Reply to a ticket
Write a reply to the customer from a ticket, save it as a draft, attach files, and send it without stepping on a teammate who is already replying.