Use Customer Support Tickets

What this workflow is for

The customer support area is used when the customer side needs clarification, has a billing concern, or needs to keep a support discussion attached to the workspace instead of email threads.

Tickets and comments stay visible in one place, along with attachments and status changes.

• Create support tickets
• Add comments and attachments
• Track the ticket status
• Review turnaround expectations when they are set

Before you start

• Support must be enabled for the customer workspace
• Keep the issue summary short and clear before creating the ticket
• Prepare screenshots or invoice evidence if the issue depends on proof

Best way to create a strong ticket

1. Use a clear subject line that tells the team what is wrong.
2. Explain the issue in plain language and include the business impact.
3. Attach any invoice, screenshot, or supporting file that shortens the investigation.
4. Use follow-up comments on the same ticket instead of opening duplicate tickets.

What the status flow means

• Open means the issue has been raised
• In Review means the company side is working on it
• Waiting Customer means the company side needs something back from the customer
• Resolved means the issue has been addressed
• Closed means the ticket workflow is finished

Best way to get the fastest resolution

• Use one ticket per issue thread
• Respond quickly when the status moves to Waiting Customer
• Keep attachments on the ticket instead of spreading them across chat or email
• Use support for exceptions and problems, not for routine task requests

What benefit it delivers

• Clearer issue ownership
• Better billing and support evidence trail
• Less duplicate back-and-forth
• A cleaner customer-side resolution workflow

Explore Curoxi

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