Skip to main content
Staff manage tickets under Staff → Tickets; customers open and reply to their own under Client Portal → Tickets.

​
How a ticket moves

A ticket opens in Open status. Any staff reply flips it to Answered; any further client reply flips it back to Open — an automatic back-and-forth, not something you set manually. Staff can still reply to a closed ticket; clients cannot until it’s reopened.

​
Departments & priorities

Both are admin-configurable (Admin → Ticket Departments) — set up whatever departments match your team’s structure (Sales, Billing, Technical Support, etc.), each optionally with its own priority levels.

​
Private staff notes

Any ticket can carry internal notes visible only to staff — never sent to the client, and never present in the client portal’s own view of the same ticket at all, not just hidden by CSS.

​
Canned replies

Admin-managed templates (Admin → Ticket Canned Replies) that show up in the compose box for any staff member replying to a ticket — for the answers you type out most often.

​
Attachments

Both staff and clients can attach files to a reply; each side’s attachments are only downloadable by people with access to that ticket.