The Support Ticket Centre is a dedicated module for managing post-sale relationships and technical issues. By moving support out of a cluttered inbox and into a structured ticketing system, you ensure that every problem is tracked, prioritized, and solved.
How Tickets are Created
There are four primary ways a ticket enters your system:
- Client Portal: Clients log in to their branded portal and click "New Ticket."
- Support Form: You can embed a support form on your website. When a user fills it out, a ticket is created and linked to their contact record.
- Email-to-Ticket: Configure a support email address (e.g.,
support@yourcompany.com). Any email sent there is automatically converted into a ticket. - AI Escalation: If the AI Assist bot cannot answer a client's question via live chat, it can offer to "Raise a Ticket" for a human agent to review.
Managing the Ticket Lifecycle
The Support Dashboard provides a Kanban or List view of all active issues.
Ticket Metadata
Every ticket includes:
- Subject & Description: The core of the issue.
- Priority: Low, Medium, High, or Urgent.
- Status: New, In Progress, Pending Client, Resolved, or Closed.
- Assignee: The team member responsible for the ticket.
- Category: Tags like "Billing," "Technical," or "General Inquiry" for easy reporting.
Internal Collaboration
- Private Notes: Team members can chat "behind the scenes" on a ticket. These notes are highlighted in yellow and are never visible to the client.
- Mentions: Tag a colleague (e.g.,
@JohnDoe) in a private note to bring them into the conversation. - File Sharing: Both agents and clients can attach screenshots, logs, or documents (up to 25MB) to the ticket thread.
SLAs (Service Level Agreements)
Ensure your team meets its promises with automated SLA monitoring.
- Response Time: The target time to first reply (e.g., 2 hours for Urgent tickets).
- Resolution Time: The target time to mark a ticket as "Resolved."
- SLA Breach Alerts: If a ticket is approaching its deadline, it will change color in the inbox, and the assigned agent (or their manager) will receive a push notification.
Ticket Automations
Save time by automating the repetitive parts of support:
- Auto-Assignment: Route "Billing" tickets to the accounts team and "Technical" tickets to the engineering team.
- Auto-Close: If a ticket has been "Pending Client" for 7 days without a reply, the system can automatically mark it as "Closed" and send a polite notification.
- Satisfaction Surveys (CSAT): When a ticket is marked "Resolved," the system can send an email asking the client to rate their experience (1-5 stars).
Support Reporting & Analytics
Use data to improve your service:
- Volume Trends: See if tickets are increasing week-over-week.
- Average Response Time: Measure how fast your team is reacting to new issues.
- Agent Performance: Compare resolution rates and CSAT scores across your team.
- Common Issues: Identify which "Categories" are causing the most tickets so you can improve your product or create better FAQ documentation.
Best Practices
- Standardized Replies: Create "Canned Responses" for common questions to ensure consistency and speed.
- Link Everything: Always link a ticket to a Contact and, if relevant, a Deal. This gives the support agent full context of the client's history.
- Close the Loop: Never leave a ticket in "Resolved" forever. Move it to "Closed" once the client confirms they are happy.
FAQs
Can I use the ticket system for internal tasks? Yes. You can create "Internal Tickets" that are not linked to any external client, which is great for managing office repairs or internal IT requests.
Can clients see each other's tickets? No. Clients only see tickets that they created or were CC'd on.
Is there a limit to the number of tickets? No. Myra allows for unlimited tickets across all plans.