Creating and Responding to Tickets

Tickets are the foundation of Support Cloud's communication hub. Whether from email, live chat, or web forms, tickets capture all customer inquiries in one place. 🎟️

📥 Creating Tickets

Tickets can be created via:

• Email: Sent to your support address and converted automatically
• Live Chat: Conversations initiated from your website or app
• Web Form: Embedded contact form on your Help Center
• Manual Entry: Agents can create internal or customer-facing tickets

✉️ Responding to Tickets

1. Open the ticket from your assigned views
2. Use Public Reply to message the customer
3. Add Internal Notes for internal collaboration
4. Update ticket fields and apply macros if needed

✅ Ticket Statuses

• New: Untriaged ticket
• Open: Assigned and being worked on
• Pending: Waiting for customer response
• On-Hold: Internal team dependency
• Solved: Fully resolved

🧯 Troubleshooting

• Customer not receiving emails? Ensure public reply is used and email isn’t blocked
• Ticket missing fields? Check the assigned form based on group or channel