Managing Your Tickets
The ticket list shows all tickets associated with your account and organization. You can view details, filter by status, and track progress.
Viewing Your Tickets
Ticket List
Navigate to My Tickets (tickets.php) to see all your tickets.
The list shows:
| Column | Description |
|---|---|
| Ticket # | Unique identifier (click to open) |
| Subject | Ticket title |
| Status | Current status (Open, In Progress, Awaiting Client, Closed) |
| Last Updated | When the most recent activity occurred |
| Department | Which team is handling it |
Sorting & Filtering
- Sort by: Click column headers to sort (by date, status, etc.)
- Filter by status: Use status tabs to show:
- Open — all active tickets
- Closed — resolved tickets
- All — everything
Opening a Ticket
Click any ticket number or subject to view the full ticket detail page.
Ticket Detail View
| Section | Content |
|---|---|
| Header | Ticket number, subject, status, priority |
| Thread | All messages and responses in chronological order |
| Reply | Form to add a response |
Thread Entries You'll See
| Type | Label | Description |
|---|---|---|
| Your messages | "Client" or your name | What you submitted |
| Staff responses | Staff member name | Replies from the team |
| System events | "System" | Status changes, assignments |
Organization Tickets
If your organization has multiple members, you may see tickets from colleagues:
- All organization members can view each other's tickets
- You can add replies to a colleague's ticket
- This is useful when multiple people are involved in a project
Finding a Specific Ticket
Use the search bar at the top of the ticket list:
- Search by ticket number (e.g., "108749")
- Search by subject keywords
- Search by content
Ticket Lifecycle
Understanding where your ticket is in the process:
You create ticket → Open
→ Agent responds, needs info → Awaiting Client
→ You reply → Open (automatically reopened)
→ Agent works on it → In Progress
→ Issue resolved → Closed
Awaiting Client
When a ticket is in "Awaiting Client" status:
- We've asked you a question or need more information
- Please respond as soon as possible
- Tickets in this status may be automatically closed after extended inactivity
Automatic Closure
If a ticket has been in "Awaiting Client" status without a response for an extended period:
- You'll receive a reminder email before closure
- The ticket will be auto-closed if no response is received
- You can always reopen by replying
Closing a Ticket
You Close It
If your issue is resolved:
- Open the ticket
- Click Close Ticket
- Optionally add a final message
- The ticket is marked as closed
Staff Closes It
When the team resolves your issue:
- You'll receive a notification that the ticket is closed
- Review the resolution
- If the issue persists, reply to reopen the ticket
Reopening a Closed Ticket
If a closed issue comes back:
- Open the closed ticket
- Add a new reply explaining what's still happening
- The ticket automatically reopens
- The team will re-engage
Ticket Priorities
| Priority | Meaning |
|---|---|
| Low | Nice-to-have, no time pressure |
| Normal | Standard request, typical processing time |
| High | Time-sensitive, needs prompt attention |
| Emergency | Critical issue, immediate response needed |
Priority is initially set when you create the ticket but may be adjusted by the team based on analysis.
What You Cannot Do
For security and workflow reasons, clients cannot:
- View internal notes between staff members
- See AI analysis or urgency scores
- View time/budget information
- Change ticket assignments
- Transfer tickets between departments
- Access other organizations' tickets
- Modify tickets marked as "hidden from client"
Tips
- Check status regularly — especially if a ticket shows "Awaiting Client"
- Reply via email — you don't need to log in; just reply to the notification email
- Keep the thread focused — if you have a new issue, open a new ticket
- Use descriptive subjects — helps you find tickets later
- Don't duplicate — check if you already have an open ticket for the same issue before creating a new one