Ticketing
Learn how to manage tickets, assign work, and streamline your support workflow.
Articles
Ticket Statuses Explained
Ticket statuses help you track where each conversation is in your support workflow. Understanding statuses ensures tickets don't fall through the cracks and customers get timely responses.
Tickets Overview
Tickets are the core of Support Station. Every customer conversation—whether it starts from email, your support widget, Slack, or the API—becomes a ticket that your team can track and resolve.
Customer Satisfaction Ratings
Customer satisfaction (CSAT) ratings help you understand how well your support team is serving customers. Support Station tracks satisfaction ratings on tickets.
Using Tags for Organization
Tags help you categorize tickets for better organization, reporting, and automation. Create tags that match how your team thinks about support issues.
Internal Notes
Internal notes let you communicate with your team about a ticket without the customer seeing it. Use notes to share context, ask questions, or document decisions.
Auto-Routing Tickets to Teams
Auto-routing automatically assigns tickets to the right team based on their tags. This ensures specialized issues go directly to the people best equipped to handle them, without manual triage.
Assigning Tickets
Assigning tickets ensures every customer request has someone responsible for it. You can assign tickets to individual team members or to teams for group ownership.
Setting Ticket Priority
Priority levels help your team identify which tickets need immediate attention and which can wait. Use priorities to ensure urgent issues don't get buried under routine requests.