Managing Support Tickets

#1042 — Login page not loading URGENT Technical Customer: Sarah Jones · Assigned: Tom B · Opened: 2 hours ago Hi, I'm unable to access the login page — it shows a blank screen. I've cleared my cache and tried different browsers. Chrome v121, Windows 11 Write a reply... Send Reply Ticket Status Open In Progress Pending Resolved Closed Assign to Tom B ▾

Managing Support Tickets

Tickets are the core of Twentu Support. Each ticket represents a customer issue or request and moves through a defined lifecycle from open to resolved.

Ticket Statuses

  • Open — New or awaiting agent response
  • In Progress — Being actively worked on
  • Pending — Awaiting customer response
  • Resolved — Issue has been fixed or answered
  • Closed — Ticket archived

Creating a Ticket

Agents and admins can create tickets manually:

  1. Click New Ticket from the Tickets list.
  2. Enter the subject and description.
  3. Select the Department and Priority.
  4. Optionally assign to an agent.
  5. Click Create Ticket.

Replying to a Ticket

  1. Open the ticket from the list.
  2. Type your reply in the response box.
  3. Optionally use a Canned Response to pre-fill common answers.
  4. Set the new status (e.g. Pending, Resolved) and click Send Reply.

Ticket Priority

Tickets can be marked Low, Normal, High, or Urgent. Higher priority tickets are surfaced at the top of the queue.

Assigning Tickets

Tickets can be assigned to any active agent. Agents see their assigned tickets under My Tickets. Supervisors and admins can reassign tickets to other team members.

Escalation

Tickets can be escalated to a higher level agent if the current agent cannot resolve the issue. Escalation routing is based on the escalation levels set in Agent Settings.