Tickets & Support

Tickets are how your clients send you requests, bug reports, questions, and feedback. When a client submits a ticket through their portal, it shows up here for your team to manage.

Go to Sidebar → Tickets to see all tickets.

Ticket List

The main Tickets page has three parts: summary cards, filters, and the ticket table.

Summary Cards

At the top, you’ll see five summary cards showing ticket counts at a glance:

Card	What it counts
Open	Tickets that have been submitted but no one has responded yet
In Progress	Tickets your team is currently working on
Waiting	Tickets waiting on the client or on your team to respond
Resolved	Tickets that have been resolved
Total	The total number of all tickets

Status Filter Buttons

Below the summary cards, there’s a row of filter buttons:

All — Show everything
Open — Only open tickets
In Progress — Only tickets being worked on
Waiting — Only tickets in a waiting state
Resolved — Only resolved tickets
Closed — Only closed tickets

Click any button to filter the table. The active filter is highlighted.

Search

There’s also a search bar where you can type to find tickets by subject, ticket number, or client name.

Ticket Table

The table shows all tickets with these columns:

Column	Description
Ticket #	A unique ticket number (e.g., TKT-001). Shown in red if the SLA is overdue
Subject	What the ticket is about
Client	Which client submitted it
Category	The type of request (Bug, Feature Request, General, Billing, Change Request, Other)
Priority	Urgent, High, Medium, or Low
Status	Current status badge
Messages	How many messages are in the conversation thread
Created	When the ticket was submitted

Click on any ticket row to open its detail page.

Ticket Detail Page

When you open a ticket, you’ll see a two-column layout: the conversation thread on the left and ticket info on the right.

Header

At the top, you’ll see:

A back arrow to return to the ticket list
The ticket number
Status and priority badges
The subject line
The category and creation date

Conversation Thread

The main area shows the full conversation between your team and the client:

Client messages appear on the left side with a gray background.
Team replies appear on the right side with a colored background.
Internal notes appear with a yellow/amber background and an eye-slash icon labeled “Internal Note”. These are only visible to your team — the client cannot see them.

Each message shows the sender’s name and the date/time it was sent.

Reply Area

Below the conversation, there’s a text area where you can type your response. You have two buttons:

Send Reply — Sends a reply that the client can see in their portal.
Internal Note — Adds a private note that only your team can see. Internal notes have a yellow accent to make them easy to distinguish. Use these for things like “Spoke with the developer, fix is coming tomorrow” or “Client is on the premium plan, prioritize this.”

Press Ctrl+Enter (or Cmd+Enter on Mac) to quickly send a reply.

If the ticket is resolved or closed, the reply area is replaced with a message saying “This ticket is resolved. Change status to reopen.”

Sidebar: Ticket Info

On the right side, you’ll find several info cards:

Ticket Info:

Status dropdown — Change the ticket status. Options: Open, In Progress, Waiting on Client, Waiting on Team, Resolved, Closed.
Priority dropdown — Change the priority. Options: Urgent, High, Medium, Low.
Category — The type of request (read-only).
SLA Deadline — If an SLA deadline is set, it’s shown here. If it’s past the deadline, you’ll see a red “OVERDUE” badge.

Client Info:

Company name (clickable link to client detail page)
Company email
Contact name, email, phone, and designation

Linked Project:

If the ticket is linked to a project, you’ll see the project name as a clickable link.

Client Satisfaction:

If the client has rated the ticket (after resolution), you’ll see a star rating (1-5) and any feedback note they left.

Timeline:

Shows the key dates: Created, First Response, Resolved, and Closed. Any dates that haven’t happened yet show a dash.

How Tickets Work

Here’s the typical flow of a ticket from start to finish:

Client creates a ticket — From their portal, the client submits a support request with a subject, description, category, and priority.
Ticket appears as Open — It shows up in your ticket list with an “Open” status.
Your team replies — When someone on your team sends the first reply, the status automatically changes from “Open” to “In Progress”.
Back-and-forth conversation — Your team and the client can go back and forth until the issue is resolved. You can change the status to “Waiting on Client” if you need the client to respond, or “Waiting on Team” if an internal action is needed.
Resolve the ticket — Once the issue is fixed, change the status to “Resolved”.
Client rates the experience — After resolution, the client can leave a satisfaction rating (1-5 stars) and a note.
Close the ticket — Change the status to “Closed” when everything is fully wrapped up.

Status Flow


Open → In Progress → Waiting on Client / Waiting on Team → Resolved → Closed

You can change the status at any time using the dropdown in the sidebar. Moving a resolved/closed ticket back to In Progress effectively “reopens” it.

Internal notes are never visible to clients. Use them freely for team-only discussions, escalation notes, or reminders.

SLA Tracking

If SLA deadlines are configured, Projexia tracks them automatically:

SLA Deadline is shown in the ticket detail sidebar.
If the deadline has passed and the ticket isn’t resolved or closed, the ticket number turns red in the list and the sidebar shows an OVERDUE badge.
The first response time is tracked automatically — when your team sends the first reply, the timestamp is recorded in the timeline.

This helps you stay on top of response times and make sure no client request falls through the cracks.