Imported from docs/user-guides/admin-platform/support-tickets.md in cloud-factory. Last synced: 2026-03-15
Support Tickets
The Support page is your central interface for managing customer support requests. It provides real-time ticket updates, SLA tracking, and filtering tools to help your team resolve issues efficiently.
Accessing Support
- Click Support in the sidebar.
- The ticket list loads with all support tickets.
The page auto-refreshes every 15 seconds to keep the list current.
Ticket List
Each ticket row displays:
- Ticket ID -- Unique identifier
- Subject -- Brief description of the issue
- Customer -- Tenant that submitted the ticket
- Status -- Current ticket state
- Priority -- Urgency level
- Category -- Issue classification
- SLA -- Time remaining or breach indicator
- Assigned To -- Team member handling the ticket
- Created -- Submission timestamp
Filtering Tickets
By Status
| Status | Description |
|---|---|
| Open | Newly submitted, not yet being worked on |
| In Progress | Actively being investigated or resolved |
| Waiting on Customer | Response needed from the customer to proceed |
| Resolved | Solution provided, awaiting customer confirmation |
| Closed | Issue fully resolved and confirmed |
Click the status filter tabs above the list to show tickets in a specific state. Select multiple statuses or click All to see everything.
By Priority
| Priority | SLA Response Time | SLA Resolution Time |
|---|---|---|
| Critical | 15 minutes | 4 hours |
| High | 1 hour | 8 hours |
| Medium | 4 hours | 24 hours |
| Low | 8 hours | 48 hours |
Use the priority dropdown filter to focus on urgent tickets first.
By Category
| Category | Typical Issues |
|---|---|
| Billing | Payment problems, invoice disputes, pricing questions |
| Technical | Server issues, connectivity, provisioning failures |
| Account | Login issues, permission changes, account modifications |
| General | Feature requests, general inquiries, feedback |
Combined Filtering
All filters can be combined. For example, filter to "Open" + "Critical" + "Technical" to see the most urgent unaddressed technical issues.
SLA Tracking
Each ticket has an SLA timer based on its priority level. The SLA indicator shows:
- Green -- Within SLA, sufficient time remaining
- Yellow -- Approaching SLA deadline (less than 25% time remaining)
- Red -- SLA breached, immediate attention required
SLA Breach Indicators
When a ticket breaches its SLA:
- The SLA column shows a red breach indicator with the elapsed time past the deadline.
- The ticket is automatically highlighted in the list.
- A notification is generated for the assigned team member and their manager.
Important: SLA timers only count business hours, as configured in your organization's settings.
How to View a Ticket
- Click a ticket row to open the detail panel.
- The panel shows:
- Full ticket description and customer message
- Conversation thread (all messages between support and customer)
- Ticket metadata (status, priority, category, assigned agent)
- Timeline of status changes
- Related resources (orders, invoices, if linked)
How to Respond to a Ticket
- Open the ticket detail panel.
- Type your response in the message field at the bottom.
- Click Send or press
Ctrl+Enter. - The response is delivered to the customer and logged in the conversation thread.
How to Change Ticket Priority
You can edit a ticket's priority directly from the list without opening the detail panel.
- Click the priority badge on the ticket row.
- Select the new priority from the dropdown.
- The change is saved immediately.
This inline editing lets you quickly triage tickets during high-volume periods.
How to Assign a Ticket
- Open the ticket detail panel.
- Click the Assigned To field.
- Select a team member from the dropdown.
- The assignment is saved and the team member receives a notification.
Unassigned tickets show a dash in the Assigned To column. Filter to unassigned tickets regularly to ensure nothing falls through the cracks.
How to Resolve a Ticket
- Open the ticket detail panel.
- Provide a resolution message explaining the solution.
- Click Resolve.
- The ticket status changes to Resolved.
- The customer receives a notification and can confirm or reopen.
If the customer confirms resolution or does not respond within the configured period, the ticket automatically moves to Closed.
How to Reopen a Ticket
If a customer reports that an issue persists after resolution:
- Open the closed or resolved ticket.
- Click Reopen.
- The ticket returns to Open status with the SLA timer reset.
Auto-Refresh
The ticket list refreshes automatically every 15 seconds. This ensures you see new tickets and status changes without manual action. The refresh timer is visible in the top-right area of the page.
Best Practices
- Triage Critical tickets first. Use the priority filter to surface urgent issues immediately.
- Assign tickets promptly. Unassigned tickets are at risk of breaching SLA with no one accountable.
- Use categories for reporting. Consistent categorization helps identify systemic issues -- if "Technical" tickets spike, there may be an infrastructure problem.
- Check SLA indicators regularly. Yellow indicators are your warning to act before a breach occurs.
- Link related resources. When a ticket relates to a specific order or invoice, link it for full context.
Related Guides
- Tenant Management -- Customer context for support issues
- Order Management -- Order-related ticket investigation
- Billing & Invoices -- Billing dispute resolution
- Reporting & Dashboard -- Support metrics and audit trail