Tasks & support

Tickets

The help desk: log every customer request, assign it, track the SLA, reply by email, SMS or WhatsApp, and close it.

Contents: Who can use it · The ticket list · Create a ticket · The ticket page · Reply to a client · Merge tickets · Macros and split · Saved views · Bulk actions · Example · FAQ

Who can use it

Staff with the ticket permissions. Plan: the Tickets module must be in your plan. What you see in the list depends on your role: managers see All tickets; agents see Mine & my team. Exporting needs the ticket export permission.

Where: CRM → Tickets.

The ticket list, Board layout.

The ticket list

Summary cards

Open tickets, Total tickets, SLA at risk, SLA breached today, Avg first response, Resolved today, Resolved yesterday, From calls (percentage) and From voicemail.

Scope tabs

Tab	Shows
All tickets (managers) or Mine & my team	Everything you are allowed to see
My tickets	Tickets you created
My team	Tickets of the teams you belong to
Watching tickets	Tickets where you are a watcher
Assigned tickets	Tickets assigned to you

Filters, layout and columns

Search looks in subject, number, client, descriptions, replies and notes. Results show where the match was (Description, Reply, Note, Client, Number).
Filters: Status, Priority (High, Medium, Low) and SLA (On track, At risk, Breached).
Layout: Board (columns are your statuses; drag a ticket to change its status) or List.
List columns: Ticket number, Subject, Client, Status, Priority, Assigned to, Department, Team, SLA, Created. You can sort and show or hide columns.
Export downloads the current list as CSV or Excel.
New ticket opens the create page.

Create a ticket

Click New ticket.
Choose an existing client with Select client, or choose New client and enter Full name, email, phone and address.
Fill in Subject, description, Priority, Task Area, Ticket Status and, if you use them, Ticket Template.
Use Add attachments for screenshots or documents.
Select Create Ticket. The selected client's details appear beside the form as a check.

A ticket can also arrive by itself: from a phone call (create a ticket from the call), a voicemail, an email to your support address, a public web form or the API.

The ticket page

Area	What it holds
Header actions	Show activities (history), Create task, Merge ticket, Move to archive, Update ticket
SLA indicator	First response and Resolution clocks with the state On track, At risk, Breached, Met or Missed; Paused while waiting on the customer; an Escalation history
Ticket Replies	The conversation: client replies, your replies, internal notes, call records and voicemails (with a player when you may listen)
Properties	Status, Priority, Assigned to, Group / Department, Team, Task Category, Tags, Watchers, Service, Lead
Customer view	A private link the client can use to follow and answer the ticket, and the client's rating (see Customer self-service)
Time spent	The total time logged on the ticket and each person's share. Log time with Minutes, Day and an optional Note, then Log time. Each entry can be removed by the person who logged it (or by someone allowed to delete tickets); the ticket history records both.
Presence	Shows who else is viewing the ticket or typing a reply, so two agents do not answer at once

Tickets are assigned automatically if auto-assignment is configured (see Ticket setup). Assignees must be members of the ticket's team.

Email and web form tickets can also be answered from the shared inbox: see Chat inbox.

Reply to a client

At the bottom of the ticket choose Reply to client or Internal note.
Type your message. Type / to insert a Template; use Mention someone to notify a colleague.
For a client reply you can set Also send by: Not by SMS or WhatsApp, SMS, WhatsApp, SMS and WhatsApp, or WhatsApp then SMS if not delivered.
Select Send reply (or Add note).

Below the box you are told what will happen, for example "Reply will be emailed to ...". An Internal note is never visible to the client.

If someone replied while you were writing, you see "Someone replied while you were writing" and can choose Read it first or Send anyway.

Merge duplicate tickets

Open the ticket you want to keep and choose Merge ticket (Merge other tickets into this one).
Under Likely duplicates tick tickets from the same client, phone or email. Use Find another ticket to search, and the Within n days choice to change the period.
Read "Everything moves into ..." and select Merge n tickets.

Replies, notes, files, watchers and history move to the kept ticket. The merged tickets close and point to it; later email replies to them land on the kept ticket. When a new ticket repeats an open one, a banner offers Merge into it or Not a duplicate (this needs the Merge duplicates automation to be on).

Saved views

A view remembers your filters, search, sort, columns and layout.

Set up the list the way you want it.
Open Views → Save as new view… and give it a name.
Optional: Share with the team (everyone who can open tickets sees it; only you and other sharers can change it) or Open the ticket list with this view to make it your default.
Later use Save view to update it, Rename or share…, Stop opening by default or Delete view (this deletes only the view, never tickets).

Bulk actions

Tick tickets in List layout, or choose Select all n matching tickets. Then use Assign (replaces the assignees), Team (give tickets to a team, or No team), Add tag with Apply, or Close tickets. Large selections run in the background and you are notified. Skipped tickets are listed with a reason: not visible to you, merged, already set, status not used in its branch, or no closed status.

Example scenario

At a Dhaka ISP, the line of Mr Karim in Mirpur drops at night. A support agent creates the ticket "Frequent disconnects", task area Mirpur, priority High. The SLA policy for High sets a first response of 30 minutes. The agent answers with the template "We are checking your line", also sent by SMS. The status "Waiting for customer" pauses the SLA, so the clock stops until Mr Karim replies. Another agent sees he opened a second ticket and merges it into the first. After the fix the agent sets the status Resolved and Mr Karim receives the satisfaction question.

Tips

Use Watching tickets to follow tickets of important clients without owning them.
Save a shared view such as "SLA breached - Dhaka" for the morning stand-up.
Keep common answers as Templates in Ticket setup so everyone replies consistently.

Troubleshooting and FAQ

"Saved on the ticket. The client is not emailed: connect a mailbox in Ticket settings → Mailbox." The email channel is off. See Ticket setup.

"The client has no email address, so nothing is sent." Add an email to the client, or use Also send by SMS or WhatsApp.

A closed ticket reopened. A client reply by email reopens a ticket. This is intended.

I cannot drop a ticket on a status column. The status may not be used in the ticket's branch.

Incidents · Ticket macros and split · Ticket setup · SLA policies and reports · Customer self-service · My tasks

9bx user guide