Support Tickets

New ticket

Log a request for a member, set how urgent it is and hand it to the right agent.

What happened?

Log a ticket on behalf of a member who contacted support.

Requester

Their package and earlier tickets are attached to the ticket automatically.

Choose the member who raised this.

Subject

Write a subject of at least 8 characters.

Description

Describe the problem in at least 20 characters.

Attachments Drop screenshots or documents here or browse PNG, JPG, PDF or CSV, up to 5 files of 10 MB each

Ticket properties

How the ticket is routed, prioritised and tracked.

StatusPending pauses the SLA clock until the member replies.

Open Pending Resolved Closed

PrioritySets the reply and resolution targets shown on the right.

UrgentMoney or access blocked HighCore feature is failing MediumNeeds an answer soon LowGeneral question

AssigneeThe agent who owns the reply.

CategoryRoutes the ticket to the right queue.

Pick a category so the ticket reaches the right team.

TagsComma separated. Used for search and reports.

Notify the memberSend an email when the status or assignee changes.

Email updatesSent from support@smarthrmlm.example

Fields marked * are required.

Cancel

Response targets

First reply / resolution, by priority

Urgent1 h / 4 h
High4 h / 12 h
Medium8 h / 2 days
Low24 h / 5 days

Write it like a handover. Include the member id, the amount or invoice number and what they already tried. The agent can then reply without asking again.