Tickets keep customer requests out of scattered inboxes and private chats.
- Create departments under Setup → Support → Departments (Sales, Billing, Technical).
- Assign staff and set who receives new-ticket notifications.
- Customers open tickets from the portal; staff can open tickets on their behalf.
- Reply in-thread and move status Open → In Progress → Answered → Closed.
Operational tips
- Use priorities so urgent billing issues are not buried.
- Link tickets to the related project or invoice when relevant.
- For email-to-ticket, configure IMAP/SMTP so replies sync both ways.