Support ticket

1. Support ticket

   One support ticket with its subject, customer, department, current status and priority. This tour walks through handling and answering it.

2. Software request

   This ticket is about software your customer uses. You are first-line support and your reply reaches them directly. If you cannot solve it, Forward to ControlCMS makes it visible to the engineering team with an optional note; their replies then appear in this conversation.

3. Status and priority

   Change the ticket status (Open, Pending, Answered, Closed or one of your custom statuses) and its priority (Low, Normal or High). Each change is saved as soon as you pick it.

4. Additional details

   Answers the customer gave to your custom ticket fields when opening the ticket.

5. Conversation

   All messages in order, marked as Staff or Customer, with date and time and any attachments. Messages marked Sensitive contain credentials or identity data.

6. AI Support Assistant

   Summarize condenses the ticket, Suggest resolution proposes a fix, and Draft reply writes an answer into the message box for you to review. Each action uses AI credits; the remaining credits are shown at the top right.

7. Reply

   Write your answer to the customer. Insert canned response adds a saved template below your text. Send posts the reply to the conversation.

8. Sensitive message

   Switch this on when your reply contains a password, access credentials or identity data, so the message is marked and stored as sensitive.