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Tickets and clients

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Create a client organization and invite its people

Keep each client's requests and people in the correct organization.

Submit and follow a request in your client portal

Find your requests, reply to your team, and check shared projects.

Understand the current status of email intake

Use the portal today; inbound mailbox activation is queued for Batch 13.

Keep a ticket note internal

Record investigation and handoff details without exposing them to the client.

Reopen a resolved ticket before it closes

Resume unresolved work and understand automatic closure and SLA effects.

Send a reply the client can read

Deliberately select the public audience before replying or attaching a file.

Build a request form that creates the right ticket

Collect required information and route signed-in requests to your support workflow.

Set SLA targets and read the two clocks

Separate first response from resolution, including business hours, pauses, and breaches.

Move a ticket from request to resolution

Choose the next state and understand what resolved and closed mean.

Triage your ticket queue

Use filters, grouping, and the status board to choose the next request.