Support tickets

A shared inbox for customer requests, with statuses, priorities and a public page where they can check progress.

Tickets

Shared support inbox

Who can do this

Members designated as ticket agents, plus owners and admins.

Before you start

Step by step

1
Point people at your support page
Your workspace has a public support form. Share its address with clients, or link it from your site. Anything submitted becomes a ticket with a reference the sender can quote.
2
Name your agents
In the Tickets settings, mark who works the queue. Agents get notified of new tickets and replies; everyone else is left alone.
3
Triage the queue
Open Tickets. Set a priority and an owner on anything new. A ticket without an owner is everybody's and therefore nobody's.
4
Reply
Answer from the ticket. The sender gets your reply by email and can respond without an account, which keeps the whole exchange in one place.
5
Let AI draft the boring ones
For a question your knowledge base already answers, use the AI draft and edit it. It writes from your own pages, so it cannot invent a policy.
6
Resolve and close
Mark it resolved when it is done. If the customer replies afterwards it reopens on its own, so nothing is closed over someone's head.

Every ticket has a public status page the customer can check without emailing to ask.
Use priorities sparingly. If everything is urgent, the queue stops telling you anything.
Recurring questions are a signal to write a Knowledge Hub page and link to it.

Do customers need an account?

No. They submit by form and reply by email, and can check progress on a tokenized status page.

Can I reopen a closed ticket?

Yes, and a customer reply does it automatically.

Where do AI replies get their facts?

From your own knowledge base and wiki pages. If nothing covers the question it says so instead of guessing.

Still stuck?

Send us the details and it becomes a tracked ticket with a reference you can follow.