Ticket Issues
Support tickets that are missed, misrouted, or leaking internal detail.
Overview
Ticket problems tend to be process rather than software — the wrong thread, the wrong status, or nobody assigned. All of them are avoidable.
Common Symptoms
Internal note went to the client
Likely cause: It was posted in the client reply thread instead of team messages.
Fix: Delete the reply, but assume it was seen. Train the team to check the thread label before sending.
Tickets sitting unanswered
Likely cause: Nobody is assigned, so nobody is notified.
Fix: Assign every ticket on arrival, and work the Pending tab as well as Open.
Client cannot see their ticket
Likely cause: They are checking the wrong portal, or the ticket was raised against a different client.
Fix: Give them the ticket number — the public support view works without a login.
Ticket has no linked order
Likely cause: It was created without selecting one.
Fix: Edit the ticket and link the order; six months later it is the only context you will have.
Team member cannot reply
Likely cause: Manage ticket messages is not enabled on their role.
Fix: Enable it, or the internal thread permission if they only need to comment internally.
No satisfaction ratings coming in
Likely cause: Tickets are being closed without the client being prompted.
Fix: Confirm ticket status changes are reaching the client by email — ratings follow resolution.
Tips & Best Practices
Assign on arrival, always. An unassigned ticket has no owner and no notification, which is exactly how it ages past its SLA.