Public reply
- Your client reads it in their portal
- They get an email with a button to read it
- Your client answers in the same thread
Support tickets
Support tickets turns every client request into a case with a number, a priority and an owner. Your team talks with the client in a single thread, coordinates through internal notes and sees at once which tickets are waiting for a reply.
- Priority, status and owners on every ticket
- Public replies kept apart from internal notes
- Response targets that follow the priority
An AgentticCRM ticket screen with fictitious data: the number and subject with its status and the Analyze with AI, Convert to task, Archive and Delete actions; the bar to set the status; the description; the editor with the Public reply and Internal note tabs; the conversation, where the team's internal note stands apart from what the client sees; and on the right the client with its contact, the assigned members, the files, the priority, the due date, the project, the service and the tags.
How your team handles a ticket
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The request comes in
Your client opens it in the client portal, your team logs it with New ticket, or it starts from a WhatsApp chat or an alert from your systems.
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Set the priority and assign it
Choose low, normal, high or urgent priority and add the people who will work on it. Everyone you add gets a notification.
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Reply and coordinate
Write public replies for your client and internal notes for your team, with screenshots, files or a video.
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Follow up on what is left
Turn the ticket or one of its replies into a task, set a due date and add reminders that show up on the calendar.
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Resolve and close
Mark the ticket as resolved. Once the number of days your organization chose has passed, it closes on its own.
What Support tickets includes
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Awaiting first reply
Tickets nobody has written in yet get their own list, starting with the one that has waited the longest.
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Needs immediate action
A ticket that has gone without a reply for longer than its priority allows is flagged in red so it gets handled first.
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Bulk changes
In table view, select several tickets and change their status, priority or owner in one go.
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Canned responses
Save the answers you give over and over and insert them into the ticket, ready to adjust to each case.
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Videos, screenshots and code
YouTube, Vimeo and Loom links play inside the ticket, and any code you paste is shown as text and never runs.
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Project, service and tags
Link the ticket to the affected project and service, and add up to 10 tags so you can find it later.
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Status board, cards or table
Review tickets in status columns and move cards to update their status with your permissions. You can also choose the card view or table.
Public reply or internal note
Every message on a ticket has a clear audience. What you write is a public reply unless you choose an internal note.
Internal note
- Only your team sees it
- It never shows in the portal or notifies the client
- It holds tests, open questions and the AI analysis
Files attached to an internal note stay out of the portal too.
Every ticket with a priority, an owner and a status
Each priority has a target in days. When a ticket goes without a reply for longer than its priority allows, it switches to Needs immediate action and is counted under Needs your attention.
Every card shows whether the ticket is On time, how many days it has gone without a reply and the date of the last reply. The main dashboard shows urgent tickets, unassigned ones and those waiting for a first reply.
AI analysis inside every ticket
Click “Analyze with AI” and the Assistant reads the subject, the description, the whole conversation and the attached images. It also checks your organization's knowledge base and how similar tickets were resolved.
The result is saved as an internal note, in your organization's language, and you decide what to reply. “Update the analysis” picks up from the previous one and adds the new messages; images already read are quoted from their description instead of being sent again.
If your client replies to a resolved or closed ticket, the ticket reopens on its own, so a “still not working” never gets filed away as resolved.
Frequently asked questions
Does my client need an account to open a ticket?
Yes, to open it in the client portal: you give them access from their client record. If they message you on WhatsApp, call or email you, your team creates the ticket for them.
Can several people work on the same ticket?
Yes. You can assign up to 20 people from your team to a ticket. The first one is the main owner, and all of them see the whole ticket.
Can I bring my support history over from another system?
Yes. You can import tickets with their original dates and every message credited to the person who wrote it, even if they are no longer on your team. Your clients get no emails from the import.
Can ChatGPT or Claude answer a ticket?
Yes, after reading it through. A public reply reaches your client by email and in their portal; an internal note stays with your team; and whatever labels it adds, your client never sees.
Does the AI analysis answer the client?
No. The analysis is an internal note for your team and does not count as a reply to the client. You decide what to answer and when.
When does a resolved ticket close?
After the number of days your organization picks in its settings, 7 unless you change it. Until then, the ticket shows how long it has left before it closes on its own.
Can I export my tickets?
Yes. Export to CSV every ticket that matches your filters, not just the page you are looking at, with subject, client, status, priority, owner and due date.
What Support tickets connects to
- Client portalYour client opens tickets, reads public replies and answers from their portal.
- Inbox and WhatsAppFrom a WhatsApp conversation, create a ticket or link it to one that already exists.
- AlertsAn alert from your systems becomes a ticket with its message and a link to the incident.
- Tasks and timeTasks created from a ticket stay linked to it and appear in each owner's task list.
- Knowledge base and chatThe AI analysis checks your documentation before suggesting a diagnosis.
- Main dashboardOpen, urgent, unassigned and unanswered tickets are counted on the main dashboard.
See AgentticCRM working with your team's day-to-day
Ask for a demonstration and we will show you how these features fit the way you already work: your clients, your projects and the way you get paid.