Tickets
If you’ve activated the helpdesk module, you can create contact forms, and receive form submissions as a ticket inside your client portal. Furthermore, logged in clients can create a ticket and reach out to you if they have questions that are not related to an order.
Ticket admin view
Tickets have a similar look and feel to orders. The subject line is at the top, you can see on the right which contact form was used to submit the ticket, and you can also tag tickets. If an existing user submits a ticket, you can also see more details about them, such as their recent orders.
As with orders, you can
reply to tickets,
add notes,
reply to your team,
assign tickets to staff members,
follow tickets for notifications,
merge related tickets, and
see the history.
Ticket statuses
Similar to orders, tickets have a few native statuses, such as
Open
Pending
Snoozed
Spam
Closed
You can rename ticket statuses and create your own statuses to match your workflow in Settings → Tickets. There’s also an option to change the default action on reply, close tickets after a certain time has passed, and enable ticket ratings.
Ticket submission
Clients can visit the Tickets menu item in the sidebar and click on the New Ticket button to create a ticket. They’ll need to fill in a subject line, can optionally choose one of their existing orders, and write a message.
Ticket sources
Tickets can be created from several sources:
Client Portal — Client creates a ticket from the Tickets page
Email — An incoming email that doesn’t match an existing conversation creates a new ticket automatically
Admin — A staff member creates a ticket manually from the admin panel
Contact form — Submissions from a public contact form on your website
API — Created programmatically via the developer API
For more on email-based ticket creation, see Email-to-Ticket.
Staff-only notes
When replying to a ticket, you can mark a message as staff-only. These messages are only visible to your team and hidden from the client. Use them for internal coordination — tagging a colleague, leaving context for the next shift, or noting steps taken.
Snoozing tickets
You can snooze a ticket to temporarily hide it from the active queue and have it resurface at a specific date and time. The ticket status changes to Snoozed and automatically returns to Open when the snooze expires.
Clients only see two statuses: Open and Closed. Internal statuses like Pending, Snoozed, and Spam all appear as Open in their portal.
For more details, see Ticket Snoozing & Auto-Close.
Auto-closing inactive tickets
Tickets in Pending status (waiting for a client reply) can be configured to close automatically after a period of inactivity. This keeps your queue clean. Configure the timeout in Settings → Tickets.
Closed tickets can always be reopened — either by the client replying via email, or by a staff member manually changing the status.
Spam management
Marking a ticket as Spam adds the sender’s email to a spam list. Future emails from that address are automatically rejected and won’t create new tickets. If the sender is a contact (not an existing client), you’ll also be offered the option to delete their account. You can manage the spam list from ticket settings.