Clients open tickets from Support in their portal, and staff can open one for a client from Tickets. Every ticket has its own number, such as ABC123, and sits on the client's account beside their orders and invoices.
- Reply in the thread, and the client is notified.
- Add internal notes that only your team can see.
- Move it through Open, In Progress, Pending, Snoozed, Resolved and Closed, or mark it Spam.
Clients can read and reply. Changing the status, deleting a ticket and internal notes are for staff.