Complete Guide: Handling Support Tickets
Support tickets (also called “Requests” in the Client Portal) are how your clients report issues, ask questions, or request changes. This guide walks you through the full ticket lifecycle — from when a client submits one to when it’s resolved.
Step 1: Client Creates a Ticket
Your client creates a ticket from their portal:
- They go to Sidebar → Requests in the Client Portal
- They click “New Request”
- They fill in a subject, description, select a priority and category
- They submit the ticket
The ticket immediately appears in your Agency Dashboard.
Clients call them “Requests” in their portal, but they’re the same as “Tickets” in your Agency Dashboard. Same thing, different name.
Step 2: View the Ticket
- Go to Sidebar → Tickets in your Agency Dashboard
- You’ll see a list of all tickets with their status, priority, client name, and creation date
- Click on a ticket to open its detail page
Step 3: Review Ticket Details
On the ticket detail page, you’ll see:
- Subject — What the issue is about
- Description — The full details of the client’s request
- Priority — LOW, MEDIUM, HIGH, or URGENT (color-coded)
- Category — The type of request (Bug, Feature Request, General, etc.)
- Status — Current state of the ticket
- SLA Information — If applicable, response time expectations
- Created date — When the ticket was submitted
Step 4: Send a Reply
- Scroll down to the conversation thread at the bottom of the ticket
- Type your reply in the text field
- Click Send
When you send your first reply, the ticket status automatically changes to “In Progress”. This lets the client know you’ve seen their request and are working on it.
Even if you don’t have a solution yet, send a quick acknowledgment like “Thanks for reporting this — we’re looking into it.” Clients appreciate knowing they’ve been heard.
Step 5: Add Internal Notes
If you need to discuss the ticket with your team without the client seeing:
- Switch to the “Internal Notes” tab in the conversation area
- Type your note and click Send
Internal notes are only visible to your team — the client will never see them. Use them for things like “Checked with the dev team, this is a known bug, fix coming in next release.”
Step 6: Manage Ticket Status
You can change the ticket status at any time. Here’s what each status means:
| Status | When to use it |
|---|---|
| Open | Ticket has been submitted but no one has responded yet |
| In Progress | You’re actively working on a solution |
| Waiting on Client | You’ve asked the client a question and are waiting for their response |
| Waiting on Team | You’ve escalated internally and are waiting for your team |
| Resolved | The issue has been fixed or the request has been fulfilled |
| Closed | The ticket is done and no further action is needed |
To change the status, use the status dropdown on the ticket detail page.
Step 7: Resolve the Ticket
Once the issue is fixed or the request is fulfilled:
- Send a final reply explaining what was done (e.g., “The bug has been fixed and deployed. Let us know if you see it again.”)
- Change the status to Resolved
Step 8: Client Rates Satisfaction
After a ticket is resolved, the client can rate their satisfaction with how it was handled. This helps you track your support quality over time.
The client sees a simple satisfaction prompt in their portal and can rate the experience.
High satisfaction scores come from fast responses, clear communication, and actually solving the problem. Even if a fix takes time, keeping the client informed goes a long way.
Quick Tips
- Respond quickly — Even a brief acknowledgment within a few hours makes a big difference
- Use internal notes — Keep client-facing messages clean and professional; use internal notes for team discussions
- Set the right status — This helps everyone (including the client) understand where things stand
- Check the priority — Urgent tickets should be handled before low-priority ones
- Follow up — If you changed status to “Waiting on Client” and haven’t heard back in a few days, send a gentle follow-up