Support tickets overview
Goal
Understand how support tickets work in BlueMatrix and when to use them versus CRM activities or knowledge-base articles.
Who it is for
Support clerk or manager with the support module enabled. View needs support.view; create, assign, reply, and status changes need support.manage. Catalog and policy configuration needs support.admin.
How tickets fit the process
- An admin prepares Support setup: departments (who owns work), priorities (urgency + optional SLA hours), optional services (what the request is about), assignment policy, and optional macros / IMAP / CSAT.
- An agent (or import path) creates a ticket for a customer with subject, department, and priority (or the tenant default priority). Status always starts as Open.
- Agents reply (customer-visible or Internal note), assign a teammate, and move status through allowed transitions: Open · Pending · In progress · Resolved · Closed.
- Close ticket sets status to Closed and may request CSAT when Options allow it. A later non-internal reply can reopen the ticket to Open (service rule).
- There is no posting, void, or credit note — tickets are not ledger documents.
Open the screen
Support → Tickets (support.view). Setup: Support → Support setup (support.admin).