Manage Support Requests with Tickets

Give your team one place to submit, track, and resolve requests — instead of managing support through email, chat, or Slack.

If your team is currently:

• Sending requests through email or group chats
• Following up manually (“did you see this?”)
• Losing track of open issues
• Answering the same questions repeatedly

👉 Support Tickets replace all of that with a structured, trackable system:

• Log every request
• Track status from start to finish
• Keep all communication in one place
• Ensure nothing falls through the cracks

How it works 

1. Submit a ticket

Anyone can:

• Create a ticket
• Describe the issue
• Track updates from their My Tickets view

2. Keep communication in one thread

• All replies happen inside the ticket
• Attach files, screenshots, or context
• No more back-and-forth across tools

3. Track status

Tickets move through clear stages:

• Open
• In Progress
• Pending (waiting on requester)
• Resolved
• Closed

4. Route requests automatically

• Tickets can be assigned manually
• Or routed by category (e.g. Operations, Marketing, Technical)

👉 The right person gets notified immediately

5. Manage internally (HQ only)

Admins can:

• Assign tickets
• Update status
• Add internal notes (not visible to the requester)
• Monitor all tickets in one dashboard

What users will experience

Frontline / franchisees

• Submit a request
• Get notified on updates
• Reply directly in the ticket
• Track progress easily

HQ / support teams

• See all incoming requests in one place
• Prioritize by severity
• Assign and resolve efficiently
• Avoid duplicate or missed requests

How to get set up

Before rolling this out:

1. Set up categories

• Use defaults (Operations, Marketing, Technical)
• Assign an owner to each

👉 This ensures tickets are routed automatically

2. Customize Fields Based on Request Type (Optional)

Think about the types of requests your team submits most often, and what information you typically need to resolve them.

For example:

• Marketing requests → campaign name, asset type, due date
• Operations issues → equipment type, description, urgency
• General inquiries → topic and details

Adding a few targeted fields for each request type helps your team submit clearer tickets upfront so you can respond faster without follow-up questions.

Start simple. Add fields only where they save time or reduce back-and-forth.

2. Define ticket types

• Required when creating tickets
• Helps organize requests

3. Confirm permissions

• Ensure your support team has Manage Tickets access

4. Align your team

Let your network know:

“All requests should now be submitted through Support Tickets — not email or chat”

What to expect

• All requests are centralized
• Communication stays tied to the issue
• You get a clear audit trail of what happened and when
• Nothing gets lost or forgotten

Quick recap

Support Tickets give you:

• One place for all requests
• Clear ownership and routing
• Real-time status tracking
• Full conversation history

👉 No more chasing updates or digging through messages.

What to do next

Start by:

• Setting up categories and owners
• Introducing Support Tickets to your team as the new standard for requests