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Support Tickets
The Tickets feature is an internal support and issue-tracking tool built into Manage Roster. It gives owners, managers, and leads a structured way to raise, track, and resolve support requests, questions, or issues — all within the workspace, without leaving the platform or switching to external tools.
Who can do this?
Creating and replying to tickets is limited to workspace members with an elevated role: Owner, Manager, or Lead.
Viewing tickets — the ticket list and individual ticket threads — is available to all workspace members, including regular agents. Agents cannot submit new tickets or add replies.
What Is a Support Ticket?
A Support Ticket is a formal, trackable request raised by an owner, manager, or lead within the workspace. It captures a subject, a detailed description, and a priority level, and it moves through a defined status lifecycle as the issue is worked on and eventually closed.
Tickets are well suited for:
- Reporting a bug or unexpected behaviour in the system
- Requesting a change, configuration update, or new feature
- Escalating an issue that needs attention from a senior team member
- Tracking any open item that requires a follow-up response
Each ticket is scoped to your workspace — team members in other workspaces cannot see it.
Tickets vs. Work Reports
It's easy to confuse the two, but they serve different purposes:
| Tickets | Work Reports | |
|---|---|---|
| Purpose | Raise and track an issue or request | Log a daily end-of-shift summary |
| Direction | Peer-to-peer support within the team | Agent → Manager reporting |
| Who can submit | Owner, Manager, Lead | Agents |
| Lifecycle | Open → In Progress → Resolved / Closed | Draft → Submitted → Reviewed |
| Format | Subject + Description + Priority + Replies | Date + Hours + Tasks + Blockers |
Use Work Reports to document what you did each shift. Use Tickets when something needs to be flagged, investigated, or acted on.
Ticket Status Lifecycle
Every ticket passes through a defined set of statuses:
| Status | Meaning |
|---|---|
| Open | The ticket has been submitted and is awaiting action. |
| In Progress | Someone on the team is actively working on the issue. |
| Resolved | The issue has been addressed. The thread is locked — no new replies. |
| Closed | The ticket has been formally closed, no further action is needed. |
TIP
When a ticket reaches Resolved or Closed, the reply form is hidden and a notice is shown on the ticket detail page. If you believe a resolved ticket needs revisiting, open a new ticket and reference the original by its number (e.g., #42).
Accessing Tickets
- Log in to Manage Roster.
- In the left sidebar, click Support Tickets.
- You'll land on the ticket list, showing all tickets in the workspace.
📸 Screenshot: Sidebar with "Support Tickets" link highlighted
Viewing the Ticket List
The Support Tickets page gives you an at-a-glance overview of all tickets in the workspace.
At the top of the page, four summary cards show the current count for each status:
- 🔵 Open — awaiting action
- 🟠 In Progress — being worked on
- 🟢 Resolved — issue addressed
- ⬜ Closed — formally closed
Below the cards, tickets are listed in a table with the following columns:
| Column | Description |
|---|---|
| # | Unique ticket ID (e.g., #14) |
| Subject | Brief summary of the issue |
| Status | Colour-coded badge reflecting current status |
| Priority | Colour-coded badge: Low, Normal, High, or Urgent |
| Replies | Number of replies in the thread |
| Submitted by | The workspace member who opened the ticket |
| Created | Relative time since submission (e.g., "3 hours ago") |
Click any row to open the full ticket detail.
📸 Screenshot: Ticket list with status and priority badges visible
No tickets yet?
If the list is empty, no tickets have been created in this workspace. Owners, managers, and leads can click New Ticket to create the first one.
Creating a Ticket
Only Owners, Managers, and Leads can create tickets.
Step 1 — Open the New Ticket form
- Go to Support Tickets in the sidebar.
- Click the 🎫 New Ticket button in the top-right corner.
- The Submit a Ticket form opens.
📸 Screenshot: Empty "Submit a Ticket" form
Step 2 — Enter a Subject
- Click the Subject field.
- Type a short, clear summary of the issue (maximum 200 characters).
- Be specific — a good subject helps the right person identify the ticket at a glance.
Examples of clear subjects:
Agent schedule export is generating incorrect dates
Request: enable the Work Reports module for the afternoon team
Payroll integration failing for agents with dual rolesStep 3 — Set a Priority
- Click the Priority dropdown.
- Choose the level that best reflects the urgency of the issue:
| Priority | When to use |
|---|---|
| 🔹 Low | Minor issue, no immediate impact |
| 🔷 Normal | Standard request, to be handled in the normal queue (default) |
| 🟠 High | Significant impact; should be addressed soon |
| 🔴 Urgent | Critical issue affecting operations right now |
📸 Screenshot: Priority dropdown expanded showing all four options
Setting the right priority
Use Urgent sparingly — it signals a critical, time-sensitive situation. Overusing it dilutes its meaning and makes it harder for the team to triage quickly.
Step 4 — Write a Description
- Click the Description text area.
- Describe the issue in detail (maximum 5,000 characters).
- Include relevant context: what you expected to happen, what actually happened, and any steps to reproduce the issue.
Example:
When exporting the agent schedule for the week of 24 Feb, the downloaded
CSV shows all dates shifted by one day (e.g., Monday shows as Sunday).
Steps to reproduce:
1. Go to Schedules → Weekly View
2. Select the week of 24 Feb 2026
3. Click Export → CSV
4. Open the downloaded file — all dates are one day behind
This affects all exports, not just this week. We noticed it after the
last system update.📸 Screenshot: Description field with a well-written example entry
Step 5 — Submit the Ticket
- Review your subject, priority, and description.
- Click 🎫 Submit Ticket.
- You'll be redirected to the ticket detail page, and a success notification will confirm the ticket was submitted.
📸 Screenshot: Ticket detail page immediately after submission, showing "Open" status
INFO
Once submitted, you cannot edit the ticket content. If you need to add information, use the Reply thread (see below).
Viewing a Ticket
Clicking any row in the ticket list opens the ticket detail page, which shows:
- Header — subject, status badge, priority badge
- Meta — who submitted it, when it was submitted, and (if assigned) who is handling it
- Description — the full original message
- Reply thread — all replies in chronological order, showing who sent each one and when
📸 Screenshot: Ticket detail page with a reply thread visible
Replies from the Support Team are displayed differently (indigo background) to make them easy to distinguish from submitter replies.
Replying to a Ticket
Only Owners, Managers, and Leads can post replies. The reply box is not available to regular agents, and it is hidden when a ticket is Resolved or Closed.
- Open the ticket from the list.
- Scroll to the Add a Reply box at the bottom of the page.
- Type your message (maximum 5,000 characters).
- Click Send Reply →.
- Your reply appears in the thread immediately.
📸 Screenshot: "Add a Reply" form with the Send Reply button
TIP
Use replies to provide updates, ask for more information, or confirm that an issue has been resolved. Keep replies focused — one clear message is more useful than several short fragments.
Frequently Asked Questions
Can agents submit tickets?
No. Ticket creation and replies are restricted to Owner, Manager, and Lead roles. Agents can view the ticket list and individual tickets, but cannot interact with them.
Can I edit a ticket after submitting?
No. Once submitted, the ticket content is locked. Add any additional information as a reply in the thread.
How do I reopen a resolved ticket?
Resolved and Closed tickets are locked. Open a new ticket and reference the original ticket number in the subject or description (e.g., "Follow-up on #42 — issue has recurred").
Who can see my tickets?
All tickets are workspace-scoped. Every member of the current workspace can view the ticket list and individual tickets. Tickets are not visible outside your workspace.
How is a ticket different from a direct message?
Tickets create a permanent, searchable record tied to a specific issue. They are visible to the whole team and go through a tracked status lifecycle. Direct messages are transient and private. For anything that needs a paper trail, use a ticket.
Related
- Work Reports — How agents submit daily shift summaries
- Workspace Setup — General workspace configuration
- Agents — Managing agent accounts and roles
- User Roles & Permissions — Overview of Owner, Manager, Lead, and Agent permissions