Support Tickets: Overview
Learn how to manage customer inquiries with Unificus Support Tickets.
What are Support Tickets?
The Support Tickets feature allows you to organize and resolve customer inquiries effectively. Your team members can manage incoming questions and issues within the platform, while your customers interact through the Portal, Email, or Email only—whatever works best for your team.
General Settings
Start by setting up General Settings to enable email-based ticket submissions and replies. You’ll also configure default response behaviors and automatic acknowledgments here.
Learn more about General Settings
Permissions Settings
Decide which staff members can view, reply to, and assign tickets. You can customize access at the individual user level for precise control over who handles what.
Learn more about Permissions Settings
Inboxes
Organize your incoming requests by creating custom Inboxes tailored to your workflow. This helps your team route tickets efficiently.
Priorities
Assign priority levels to your tickets so your team knows which issues need immediate attention. Priority information displays both in the inbox view and when tickets are opened.
Statuses
Use built-in statuses or create custom ones that match your support workflow. Track where each ticket stands in the resolution process.
Tags
Label tickets by type or category for quick internal reference. Search by tag name to find all related tickets at once.
Support Ticket Form
Design custom forms with fields that capture the information you need to properly assist your customers. These forms guide customers through submission while gathering relevant details.
Learn more about Support Ticket Forms
How to Submit a Support Ticket
Customers can create tickets in three ways: through the Portal, via an embedded or linked external form, or by emailing your dedicated support address. All email submissions automatically appear as tickets.
Portal Submissions
Contacts access the Support section from the Portal menu.
Once the Support page loads, they select the plus icon to open the ticket form.
They can enter details, attach files, and submit.
What Staff Members See
When a ticket arrives, your team receives an email notification and the ticket appears in the Unassigned inbox.
Authorized staff can open the ticket and assign it to themselves or another team member for handling.
When viewing an open ticket, the top toolbar provides several actions:
Reply to the customer — Click the arrow icon to send a response.
Add an internal note — Click the paper icon to document details for your team.
Notes can also be saved to the contact’s CRM profile.
Assign the ticket — Click the support icon to designate who handles it.
Change status — Click the circle icon to select a new status from your list.
Set priority — Click the star icon to indicate urgency level.
Apply tags — Click the tag icon to categorize the ticket.
Move to another inbox — Click the filter icon to reorganize.
Delete — Click the bin icon to remove the ticket.
On the right side, click the person icon to view the contact’s full profile.
Click the paperclip icon to view any attached files.
As you add notes or send replies, the assigned staff member and current status display below each message. You can update these before finalizing your action.
Staff can also create tickets on behalf of contacts by selecting the plus icon.