Manage support tickets

Track support requests with your own ticket statuses mapped to four customer-facing stages, create tickets from conversations, and link tickets to issue trackers.

Some requests cannot be closed out in one reply. A ticket tracks a request until it is done, with a status your team customizes and a stage the customer can follow. This article explains statuses and stages, linking tickets to conversations, and linking tickets to issue trackers.

Note: Tickets are part of the Support module. Turn it on in Settings > General.

Statuses and stages

Every ticket has two independent labels:

Status: the name and color your team defines, like "Investigating" or "Waiting on customer". You can create, rename, recolor, and delete statuses.
Stage: a fixed, customer-facing progress label: Received, In progress, Awaiting your reply, or Resolved. You can relabel the stage text, but you cannot add or remove stages.

Each status maps to one stage, or to none, which hides the stage badge. You can run as many internal statuses as your process needs while customers see one consistent four-step progress bar.

Every status also rolls up to a category (Open, Pending, or Closed). Categories are fixed, reportable buckets used by dashboards and workflow conditions, independent of the stage.

Configure all of this in Settings > Support > Ticket statuses.

Tip: Relabel the four stages to match your voice ("We're on it" instead of "In progress"), but keep them short. They are the only ticket language most customers ever see.

Default statuses

New workspaces start with these statuses:

Status	Category	Stage shown to the customer
New	Open	Received
Investigating	Open	In progress
Escalated	Open	In progress
Waiting on customer	Pending	Awaiting your reply
Waiting on third party	Pending	In progress
Resolved	Closed	Resolved
Won't do	Closed	Hidden
Duplicate	Closed	Hidden

"Investigating" and "Escalated" both map to "In progress". Your team can tell them apart, while the customer simply sees progress continuing.

Note: You cannot delete the default status or the last status in a category. Every category needs at least one status, and every workspace needs a starting default.

Link tickets and conversations

A ticket can link to one or more conversations, and a conversation can have at most one linked customer ticket. This keeps one open request per conversation, while a tracker or back-office ticket can still span several conversations.

Create a ticket from a conversation

Click Create ticket in the conversation header, or press c while a conversation is open. The dialog creates a customer ticket, sets the requester to the conversation's customer, and links the ticket back to the conversation. A system message in the thread records it, and the ticket shows as a card in the conversation panel from then on.

Link tickets to issue trackers

When a bug report becomes engineering work, link the ticket to the issue that tracks it. Status changes on the issue then flow back to the ticket.

In the ticket detail panel, each connected tracker has its own section:

Link existing issue: paste an issue URL, or a shorthand like owner/repo#123 for GitHub or PROJ-42 for Jira. Available for GitHub, Jira, and Azure DevOps.
Create new issue: create the issue directly from the ticket. It gets the ticket's title, the first customer message as its body, and a link back to the ticket. Available for GitHub, Jira, Linear, and Azure DevOps.

Internal notes never reach the external tracker. Only the first customer-visible message is used for the issue body.

When a linked issue changes status

A team-only note lands on the ticket thread (for example "GitHub issue acme/app#412 was closed"), and agents watching the ticket get a Linked issue updates notification. This happens even when no status mapping applies.
If the integration's ticket status mappings map the new external status to one of your ticket statuses, the ticket moves there too, with the same stage updates and notifications as a change made by an agent.

Set ticket status mappings on each integration's settings page (GitHub, Jira, Linear, Azure DevOps, ClickUp, Asana, and Shortcut).

What customers see

Customers never see your internal status name or color. The portal and the widget show only the stage. If a status has no stage, tickets in that status show no stage badge to the requester. See Get help from support.