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Customer context on a ticket

What the ticket side panel shows about the customer: their company, commercial picture, feedback, earlier tickets and tasks.

SupportUpdated 2 min read

Beside the conversation, every ticket shows who you are helping, so you don't have to look it up:

  • Customer: the requester and their company. Use Link a company or Change if the ticket isn't linked to the right one.
  • Commercial: the customer's business with you from Sales. Only people whose role can read opportunities see this.
  • Customer feedback: their recent satisfaction answers and comments.
  • Earlier tickets: what they asked before.
  • Response target: the first answer and solved targets for this ticket.
  • Tasks: open tasks on the ticket.
  • Details: the ticket's type and other fields.

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Turn on Support during Early Access

Support is released per workspace during Early Access. How to add it once it is available, connect your inbox and find your way around.

Work the Support inbox and tickets

Use the My work, Unassigned and All tickets tabs, create a ticket, and move tickets through their statuses and priorities.

Assign tickets, queues and routing

Give every ticket one owner, organise tickets in queues with a default owner, and route new tickets with rules checked in order.

Response targets

How first answer and solved targets are set per priority, when the clock pauses, and what At risk, Overdue and Missed mean.