Support tickets keep customer requests, replies, files, internal notes, and status changes in one place.
Typical workflow
- A customer submits a request or your team creates a ticket.
- The ticket is assigned to a department or staff member.
- Replies and internal notes stay with the ticket record.
- The ticket is closed when the issue is resolved or no further action is needed.
Good ticket details
- Use a clear subject.
- Describe what happened, what was expected, and when it started.
- Attach screenshots when they help explain the issue.
- Include invoice number, project name, or customer name if relevant.
What not to include
- Do not send passwords.
- Do not send full card details.
- Do not include unnecessary private customer data.
Good to know: One clear ticket is better than several separate messages about the same issue.