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Support Ticket System

The OmniCRM Support Ticket System provides a comprehensive platform for managing customer support requests, tracking issues, and maintaining detailed communication history with customers.

See also: FAQs <support_faqs> for self-service knowledge base, Customer Care <customer_care> for impersonation and troubleshooting, Customers <basics_customers> for customer management.

Support Tickets List View Figure 1: Support tickets list showing all tickets with filtering, search, status, priority, and assigned staff

Overview​

The ticket system enables:

  1. Centralized Support — Track all customer issues in one place
  2. Email Integration — Automatically create tickets from customer emails
  3. Collaboration — Multiple staff can work on tickets together
  4. Knowledge Base — Link FAQs to common issues for faster resolution
  5. SLA Tracking — Monitor ticket age and response times
  6. Customer Portal — Customers can view and respond to their tickets
  7. Audit Trail — Complete history of all ticket interactions

Key Features​

Ticket Management​

  • Create Tickets — Manual creation or automatic from email
  • Update Tickets — Add comments, change status, reassign
  • Attachments — Upload files (images, documents, logs)
  • Tags — Categorize tickets for reporting and filtering
  • Search — Full-text search across tickets, updates, and attachments
  • Filtering — Filter by status, priority, assignee, customer, service
  • Real-Time Views — Track who is currently viewing each ticket
  • Last Activity — See when tickets were last viewed or updated

Communication​

  • Email Notifications — Automatic notifications on ticket updates
  • In-App Notifications — Real-time notifications in the OmniCRM interface
  • @Mentions — Mention staff members with @username to notify them
  • Subscribers — Add staff and contacts to ticket notifications
  • Customer Visibility — Control which updates customers can see
  • Internal Notes — Add private notes not visible to customers
  • Email Threading — Automatic email thread tracking
  • Active Viewers — See who is currently viewing the ticket in real-time

Service Integration​

  • Link to Services — Associate tickets with specific customer services
  • Service Context — View service details, usage, and history from ticket
  • Quick Actions — Top-up, view addons, edit service directly from ticket

Ticket Lifecycle​

1. Ticket Creation​

Via Web UI:

  1. Navigate to Support → Tickets
  2. Click Create Ticket
  3. Fill in ticket details:
    • Title (required)
    • Description (required)
    • Customer (optional, can be assigned later)
    • Service (optional, links to specific customer service)
    • Priority (Low, Medium, High, Urgent)
    • Status (Open, In Progress, On Hold, Resolved, Closed)
    • Tags (for categorization)
  4. Click Create

Via Email:

Customers can create tickets by emailing your support address. The system automatically:

  • Creates a ticket from the email subject and body
  • Links to customer if sender email matches a contact
  • Adds email attachments to the ticket
  • Sends confirmation to customer

Via API:

POST /crm/ticket/

Request:

{
  "title": "Cannot access voicemail",
  "description": "Customer reports voicemail not working since yesterday",
  "customer_id": 290,
  "service_id": 167,
  "priority": "High",
  "status": "Open",
  "tags": "technical,voicemail"
}

2. Ticket Assignment​

Tickets can be assigned to support staff for handling:

  1. Manual Assignment — Click "Assign" and select staff member
  2. Auto-Assignment — Automatically assign based on rules (future feature)
  3. Reassignment — Transfer tickets between staff members
  4. Unassigned — Tickets can remain unassigned in queue

When a ticket is assigned:

  • Assigned staff receives email notification
  • Staff is automatically subscribed to ticket updates
  • Ticket appears in their "My Tickets" view

3. Working on Tickets​

Adding Updates:

  1. Open the ticket
  2. Click Add Update or reply to the ticket
  3. Enter your message
  4. Use @username to mention and notify specific staff members (e.g., "@john can you help with this?")
  5. Choose visibility:
    • Customer Visible — Customer will see this update
    • Internal Only — Private note for staff
  6. Click Submit

@Mentions:

When you mention a staff member using @username in a ticket update:

  • They receive an in-app notification
  • They are automatically subscribed to the ticket
  • The notification includes a link directly to the ticket
  • Works in both customer-visible and internal updates

Attaching Files:

  1. Click Attach Files button
  2. Select files (max 10MB each)
  3. Files are uploaded and linked to ticket
  4. Supported formats: PDF, images, documents, archives

Changing Status:

  • Open — New ticket, awaiting initial response
  • In Progress — Staff is actively working on the issue
  • On Hold — Waiting for customer response or external dependency
  • Resolved — Issue has been fixed, awaiting confirmation
  • Closed — Ticket is complete and archived

Setting Priority:

  • Urgent — Critical issue affecting service (SLA: 1 hour)
  • High — Important issue, service degraded (SLA: 4 hours)
  • Medium — Standard issue (SLA: 24 hours)
  • Low — Minor issue or inquiry (SLA: 48 hours)

4. Ticket Resolution​

When resolving a ticket:

  1. Add final update explaining resolution
  2. Change status to Resolved
  3. Customer receives notification
  4. Customer can reopen if issue persists
  5. After confirmation, change to Closed

Ticket Details View​

When viewing a ticket, you see the complete conversation thread with all updates, attachments, and a comprehensive sidebar showing customer and service information.

Ticket Detail View Figure 2: Ticket detail page showing the conversation thread, updates, and ticket metadata

Ticket Details Sidebar​

Each ticket displays a comprehensive sidebar with customer information, service details, and quick actions:

Ticket Sidebar Figure 3: Ticket sidebar with customer info, service details, assigned staff, and quick action buttons

The sidebar includes:

Customer Information​

  • Customer Name — With link to customer profile
  • Contact Email — Primary email where responses are sent
  • Edit Customer — Quick edit customer assignment

Service Information​

When a service is linked:

  • Service ID — Unique identifier
  • Service Name — Descriptive name
  • Service Dates — Start and end dates
  • Auto-Renew — Renewal status
  • Service Status — Active, Inactive, Suspended
  • Service Type — Mobile, IPTV, Internet, VoIP
  • Quick Actions:
    • Add On — Add packages/features to service
    • Delete — Remove service (with confirmation)
    • Edit Service — Full service management modal

Ticket Metadata​

  • Ticket Number — Unique reference (e.g., TKT-2026-00042)
  • Created Date — When ticket was opened
  • Last Updated — Most recent activity timestamp
  • Assigned To — Current owner of ticket
  • Priority Level — With color coding
  • Current Status — With status badge
  • Tags — Categorization labels

Subscribers​

List of users and contacts receiving notifications:

  • Auto-subscribed — Creator and assignee
  • Manual subscriptions — Other staff or contacts
  • Add/Remove — Manage subscriber list

Email Integration​

Inbound Email Processing​

The system processes incoming support emails:

  1. Email Received — Email arrives at support address
  2. Parse Email — Extract sender, subject, body, attachments
  3. Identify Customer — Match sender email to contact
  4. Create or Update — Create new ticket or add to existing thread
  5. Notify Staff — Alert assigned staff or team
  6. Send Confirmation — Confirm receipt to customer

Email Headers Used:

  • From — Customer email address
  • Subject — Ticket title (with ticket number if reply)
  • In-Reply-To — Thread tracking for responses
  • Message-ID — Unique message identifier

Outbound Notifications​

Staff updates trigger email notifications to:

  • Customer — If update is marked customer-visible
  • Subscribers — All subscribed staff and contacts
  • Assignee — When ticket is assigned or reassigned

Email Template Variables:

  • {{ticket_number}} — Ticket reference
  • {{customer_name}} — Customer name
  • {{update_text}} — Update content
  • {{staff_name}} — Name of staff who added update
  • {{ticket_url}} — Direct link to ticket

Customer Portal Access​

Customers can view their tickets through the self-care portal:

  1. Login — Authenticate to customer portal
  2. Navigate — Go to "Support" or "My Tickets"
  3. View Tickets — See all their tickets and status
  4. View Details — Read full ticket history (customer-visible updates only)
  5. Reply — Add responses to open tickets
  6. Attachments — View and download attachments
  7. Status — See current ticket status and priority

Customer View Restrictions:

  • Customers only see their own tickets
  • Internal-only updates are hidden
  • Staff-only attachments are not accessible
  • System changes (assignments, status) are summarized

Subscribers and Notifications​

Auto-Subscription​

Automatically subscribed when:

  • Creating a ticket — Ticket creator
  • Assigned to ticket — Current assignee
  • Mentioned — Staff @mentioned in updates using @username syntax

Manual Subscription​

Add subscribers:

  1. Open ticket
  2. Click Subscribers section
  3. Click Add Subscriber
  4. Select user or contact
  5. Click Add

Remove subscribers:

  1. Click X next to subscriber name
  2. Confirm removal
  3. They will no longer receive notifications

Notification Preferences​

Staff receive notifications through multiple channels:

  • In-App Notifications — Real-time notifications in the notification dropdown
  • Email Notifications — Configurable email notifications for ticket updates
  • @Mention Notifications — Immediate alerts when mentioned in ticket updates
  • Frequency — Immediate, hourly digest, daily digest
  • Types — Which events trigger notifications (new tickets, updates, assignments, mentions)

Searching and Filtering​

Global search bar searches:

  • Ticket titles and descriptions
  • Ticket numbers
  • Customer names
  • Update content
  • Attachment names

Advanced Filtering​

Filter tickets by:

  • Status — Open, In Progress, Resolved, etc.
  • Priority — Urgent, High, Medium, Low
  • Assigned To — Specific staff member or unassigned
  • Customer — Specific customer
  • Service — Specific service
  • Tags — One or more tags
  • Date Range — Created or updated within dates
  • Has Attachments — Tickets with/without files

Saved Filters​

Create and save custom filter combinations:

  1. Apply Filters — Set your desired filters
  2. Save Filter — Click "Save Filter" button
  3. Name Filter — Give it a descriptive name
  4. Quick Access — Appears in filter dropdown

Common Saved Filters:

  • "My Open Tickets" — Assigned to me, status Open or In Progress
  • "Urgent Queue" — Priority Urgent, status Open
  • "Needs Response" — Status On Hold, awaiting customer
  • "Recently Closed" — Closed in last 7 days

Reporting and Analytics​

Ticket Metrics​

Track support performance:

  • Total Tickets — Created, resolved, closed
  • Average Resolution Time — Time to resolve by priority
  • First Response Time — Time to first staff update
  • Tickets by Status — Distribution across statuses
  • Tickets by Priority — Urgent vs High vs Medium vs Low
  • Tickets by Staff — Workload per staff member
  • Tickets by Tag — Common issue categories

SLA Compliance​

Monitor service level agreement adherence:

  • Within SLA — Tickets resolved within target
  • SLA Breached — Tickets exceeding target times
  • At Risk — Tickets approaching SLA deadline
  • Average Response — Actual vs target response times

Customer Insights​

Analyze customer support patterns:

  • Top Ticket Creators — Customers with most tickets
  • Repeat Issues — Customers with recurring problems
  • Service-Related — Tickets by service type
  • Resolution Success — First-contact resolution rate

Integration with Services​

Linking Services to Tickets​

When a ticket relates to a specific service:

  1. Select Service — Choose from customer's services
  2. Service Context — View service details in sidebar
  3. Quick Actions — Manage service from ticket
  4. Service History — See related tickets and changes

Service Quick Actions​

From ticket sidebar:

Add Ons:

  1. Click Add On button
  2. Addons modal opens
  3. Select packages to add
  4. Confirm and apply
  5. Service updated automatically

Delete Service:

  1. Click Delete button
  2. Confirmation dialog appears
  3. Confirm deletion
  4. Service is removed
  5. Ticket updated with action

Edit Service:

  1. Click Edit Service button
  2. Full service modal opens
  3. Make changes to service configuration
  4. Save changes
  5. Return to ticket

Best Practices​

Ticket Creation​

  1. Descriptive Titles — Clear, concise summary of issue
  2. Detailed Description — Include all relevant information
  3. Correct Priority — Set based on actual impact
  4. Link Service — Always link to affected service if applicable
  5. Add Tags — Use consistent tags for categorization

Ticket Management​

  1. Timely Updates — Update tickets regularly, even if "no progress"
  2. Status Accuracy — Keep status current (don't leave resolved tickets open)
  3. Customer Communication — Keep customers informed of progress
  4. Internal Notes — Document troubleshooting steps internally
  5. Resolution Documentation — Clearly state what fixed the issue

Knowledge Transfer​

  1. Link FAQs — Reference or create FAQs for common issues
  2. Document Solutions — Add resolution details for future reference
  3. Tag Appropriately — Makes finding similar tickets easier
  4. Share Learnings — Discuss complex resolutions with team

Customer Experience​

  1. First Contact — Respond quickly to acknowledge receipt
  2. Set Expectations — Tell customer when to expect resolution
  3. Professional Tone — Maintain courtesy and professionalism
  4. Clear Language — Avoid technical jargon with customers
  5. Confirm Resolution — Ensure customer satisfied before closing

Notification System Integration:

  • Added in-app notification support for ticket events
  • @mention functionality to notify specific staff members
  • Integration with Notification API for external systems
  • Real-time notification delivery

Real-Time Collaboration:

  • Active viewer tracking - see who is currently viewing each ticket
  • Last activity timestamps for tickets
  • Real-time updates when multiple users work on same ticket

Enhanced Communication:

  • @mentions automatically subscribe mentioned users
  • Improved notification preferences with multiple channels
  • Better integration between email and in-app notifications

See also: Notification API <integrations_notifications> for details on sending notifications from external systems.

API Reference​

Create Ticket​

POST /crm/ticket/

Required Permission: create_ticket

Get Ticket​

GET /crm/ticket/ticket_id/{ticket_id}

Required Permission: view_ticket

Update Ticket​

PATCH /crm/ticket/ticket_id/{ticket_id}

Required Permission: update_ticket

Delete Ticket​

DELETE /crm/ticket/ticket_id/{ticket_id}

Required Permission: delete_ticket

Add Ticket Update​

POST /crm/ticket/ticket_id/{ticket_id}/updates

Upload Attachment​

POST /crm/ticket/ticket_id/{ticket_id}/attachments

Required Permission: upload_attachment

Subscribe to Ticket​

POST /crm/ticket/ticket_id/{ticket_id}/subscribe

Required Permission: subscribe_ticket

Troubleshooting​

Issue: Emails not creating tickets

  • Solution: Check email integration configuration
  • Solution: Verify sender email matches a customer contact
  • Solution: Review email processing logs

Issue: Customer not receiving notifications

  • Solution: Verify contact email is correct
  • Solution: Check update is marked "customer visible"
  • Solution: Confirm email not blocked/spam

Issue: Cannot upload attachments

  • Solution: Check file size (max 10MB)
  • Solution: Verify file type is allowed
  • Solution: Check uploads directory permissions

Issue: Service quick actions not working

  • Solution: Verify service is properly linked to ticket
  • Solution: Check user has required service permissions
  • Solution: Confirm service data loaded successfully
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