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Using Support tickets

When someone emails your support email address (support@mybusiness.com, or whatever email address you have set up), the email will filter to Communication - Support Tickets and then into the Open tab.

Each email will show in a list like the image below:

To view and respond to the ticket, select the ticket subject. You will be redirected into the ticket where you can read it.  There will also be a box to write your response. After you typed your response below the box, you have 4 options:


  1. Send as Solved - You are closing the ticket. You will still have access but it will be filtered down to the bottom of the support ticket page under "Closed"

  2. Send as On Hold - You are responding but placing the ticket on hold for some types of reasons

  3. Send as Pending - You are responding but want more information. It will move into a "Pending" section in your list

  4. Send and keep Open - The ticket will stay on the list of support tickets right where it is

If you want to converse about the ticket with a team member, check the box below where you type your response that reads "Private message not visible to submitter." Reassign the ticket to who you want to engage with, and then click the send as Open button.

Last updated 3 Nov 2022.
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