Handle a support request from start to finish
Separate private team work, requester replies and the decision to close a case.
Approved preview
These instructions are for users with approved preview access. Reading them does not enable a workspace or open public signup. Check each guide for current limits.
Where: Desk, Support inbox; ticket details; Support service
- Choose New ticket, select the customer and record the request. New tickets begin in New. Claiming a ticket or changing priority does not change its status.
- Move to Open when work begins. Use Waiting with Customer, Internal dependency or External dependency when blocked. Record private notes for the team; they send no customer message.
- Use a verified requester and a reviewed reply draft for customer-facing updates. Publishing in the portal is separate from requesting channel delivery.
- Choose Resolved when answered. A resolved case can reopen to Open. Only resolved cases can become Closed; closure is explicit and stops new edits, notes and reply publications.
- Open Support service to inspect overdue work and reports. A policy saved before a new case supplies that case's service clocks; older cases retain their saved policy or remain untracked.
Only Waiting for the customer pauses resolution time. First-response time continues until a human reply is published or the case closes unanswered. Reopening keeps consumed time and earlier breaches. Reminders are in-app records, not external messages. If another operator changed a case, choose Refresh ticket and review the saved details before retrying.
A closed case keeps its history. Open a new case for further work; do not assume automatic linking. Approved requesters can optionally rate a resolved or closed case once. Reopening does not create another vote.