Can clients reply by email?
Yes. When a client receives a ticket notification email (e.g., a new reply from staff), they can reply directly to that email. The reply is captured and added to the ticket thread as a new message — the client does not need to log in to the client portal.
The reply-to address in the notification email contains a unique token that ties the email back to the correct ticket. Quoted email history from the original message is stripped before the reply is saved.
[!TIP] If a client reports that their email reply did not appear on the ticket, check that they replied to the notification email rather than composing a new message to a generic support address.
Can I assign a ticket to a specific staff member?
Yes. From any ticket in the admin panel, use the Assigned To dropdown in the ticket sidebar to select a staff member. The assignment takes effect immediately. The assigned staff member receives an in-system notification.
You can also configure a default assignee per department so all new tickets in that department are automatically assigned. See Ticket Departments.
How do I merge duplicate tickets?
Ticket merging is not currently supported. If a client submits the same issue twice, the recommended approach is:
- Pick the ticket you want to keep as the primary.
- Add an Internal Note on the duplicate referencing the primary ticket number (e.g., "Duplicate of #1042 — handling there").
- Close the duplicate ticket.
- Continue work on the primary ticket.
Can clients attach files?
Yes. Clients can attach files when opening a new ticket and when posting replies. Accepted types include images, PDFs, logs, and archives. Executable files are blocked. See Ticket Attachments for the full list of allowed types and size limits.
What happens when I delete a department?
Deleting a department requires password confirmation. After deletion:
- The department no longer appears in the client ticket form — clients cannot open new tickets in it.
- Existing tickets that were in that department retain the department name in their records but are no longer linked to a live department.
- Staff can still view, reply to, and close those existing tickets.
[!WARNING] Before deleting a department, reassign or close all open tickets in it. A safer option is to deactivate the department instead of deleting it.
Can I set up an auto-response for new tickets?
Automatic responses to new tickets (e.g., "We have received your ticket and will respond within 4 hours") are not yet available as a templated feature. This is a planned addition.
As a current workaround, if a department has a default assignee, that staff member will be notified immediately and can reply manually as quickly as needed.
Can clients see internal notes?
No. Internal notes are never visible to clients. They do not appear in the client portal, and they are not included in any client notification emails. See Internal Notes.
Why did a ticket close by itself?
Auto-close is likely enabled. If a ticket in Answered status receives no client reply within the configured number of days, the system closes it automatically and emails the client. The client can re-open the ticket by replying.
Check the auto-close configuration at Admin → Settings → Support. See Auto-Close Inactive Tickets for details.
Can I change a ticket's department after it was submitted?
Yes. Staff and admins can change the department on any ticket from the ticket detail page using the Department dropdown in the sidebar. The ticket is immediately visible to staff in the new department.
What is the format of a ticket number?
Ticket numbers are sequential integers assigned at creation (e.g., #1, #42, #1001). They are unique and never reused. The ticket number is used in notification email subjects and in the portal URL for direct linking.