> ## Documentation Index
> Fetch the complete documentation index at: https://docs.azvian.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Tickets

> Departments, priorities, canned replies, and private staff notes

Staff manage tickets under **Staff → Tickets**; customers open and reply to their own under [Client Portal → Tickets](/crm/client-portal).

## 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.