Support Tickets

🎫 Support Tickets

Support Tickets in DaaiSuite is a lightweight helpdesk built for client-facing teams. Every issue, change request, or question raised by a client becomes a ticket with a status, priority, assignee, conversation thread, and attachments — and stays linked to the client’s CRM record so the full support history is one click away.

Use it to log incoming calls and emails, route work to the right team-member, keep a running conversation, and close the loop with a documented resolution.

💡 Real-world Use Cases

• Bug reports — A client emails about a broken export. Log it, assign it to a developer, set Priority = High, and reply once it’s fixed.
• Change requests — A client wants a new field on their dashboard. Capture it, agree on scope, and convert it into a billable change order.
• Support calls — Phone support is logged as a ticket so nothing is forgotten between handovers.
• Recurring questions — Resolved tickets become a searchable knowledge base of “we’ve seen this before, here’s the answer.”

🆕 Create a Ticket

📍 Screen: CRM → Support Tickets → click + Add

The Add aside opens with a single-page form split into four sections.

Ticket Details

Contact

💡 Capture at least one of email or phone — it’s how the assignee will follow up if more information is needed.

Description

Attachments

Drag in or browse for files. Supported formats:

• 🖼️ JPEG (image/jpeg)
• 🖼️ PNG (image/png)
• 📄 PDF (application/pdf)

💡 Screenshots make bug reports 10× faster to resolve. Always paste at least one screenshot or short clip when logging a UI bug.

Click Save in the aside header to create the ticket.

💬 Comments and Replies

Once a ticket is saved, open it (VIEW mode) and switch to the History view to add a reply. The reply form on the left captures:

• Status — change the lifecycle state alongside the reply (e.g., flip to Replied when you respond, or to Resolved when you close the loop).
• Category — re-classify if the ticket turns out to be different from what was first logged.
• Priority — bump up or down based on what you’ve learned.
• Assigned To User — re-route the ticket to a different owner.
• Reply — the message body.
• Attachments — JPEG / PNG / PDF, same as the create form.

Each reply is appended to the ticket’s conversation timeline on the right, with the author, timestamp, and any attached files. The full history is preserved — replies cannot be edited or deleted, which keeps the ticket trail audit-ready.

🔄 Status Management

The status of a ticket walks through a predictable lifecycle:

💡 Use Waiting Reply liberally. It tells your team-mates at a glance that this ticket is parked because the client hasn’t come back, not because nobody is working on it.

🚦 Priority

⏮️ Navigate Previous / Next

The aside header carries Previous (◀) and Next (▶) chevron buttons. They walk through the tickets in the order shown by the grid, respecting whatever sort and filter you have applied. Use them to triage a queue of tickets without closing and reopening the aside each time.

👥 Assignee Dropdown

The Assigned To User dropdown lists every active user who has access to the Support Tickets module. Re-assigning works in two places:

• On the create form, before the ticket is saved.
• On the History reply form, alongside a status change — useful when you escalate from L1 to L2.

The current assignee gets notified and the ticket appears under their “My Tickets” filter.

🔗 CRM Integration

Every Support Ticket is linked to a Client. Open that client from CRM and you’ll see a dedicated Support Tickets tab on the client aside listing every ticket — past and present — for that customer. From there you can:

• See open vs resolved counts at a glance.
• Open any ticket directly to read the full conversation.
• Use the ticket history during a renewal or escalation conversation as evidence of the value you’ve delivered.

🗂️ Tabs on the Ticket Aside

🔑 Key Points

• A ticket is always tied to a Client — no orphaned tickets.
• Status, Priority, and Assignee can be changed at any time, including alongside a reply.
• Replies are append-only — the conversation is a permanent audit trail.
• Attachments accept JPEG, PNG, and PDF only.
• Previous / Next chevrons let you triage a queue quickly.
• Every ticket also surfaces on the linked client’s CRM aside under the Support Tickets tab.
• Category, Priority, and Status values are configurable from Dropdown Settings, so you can adapt the wording to your team’s vocabulary.

💡 Tips

💡 Set Priority honestly — over-marking everything as Critical floods your dashboard and trains the team to ignore it. Reserve Critical for true production-down moments.

💡 At the end of every reply, restate what you expect from the client (e.g., “please confirm the fix in production”). It speeds up moving from Replied to Resolved.

💡 Re-assign with a one-line context note in the reply: “@Riya — over to you for the SQL fix on Account 12345.” Future-you will thank you.

💡 Use the CRM tab during quarterly business reviews — pulling up “12 tickets resolved in 90 days” is a tangible value story for the customer.

⚠️ Don’t use Support Tickets for internal-only tasks — those belong in the Project / Task module. Support Tickets are intended to capture a client-facing conversation with a client identity attached.