Tickets are the shared thread between a client and your staff. Clients raise them from the client portal; staff answer from the admin workspace. Both sides see the same conversation, minus internal notes.
Departments and assignment
- Tickets are filed against a department, which controls who sees them by default.
- A ticket can be assigned to a specific agent, or left in the department queue.
- Internal notes are visible to staff only and are never exposed through the client portal.
Statuses
| Status | Meaning |
|---|---|
| open | Awaiting a staff response. |
| answered | Staff replied; awaiting the client. |
| customer-reply | The client responded and it needs attention again. |
| closed | Resolved. A new reply reopens it. |
Linking to services
A ticket can be attached to a service the client owns, which gives agents the account context without asking the customer to repeat it. Ownership is validated, so a client cannot attach a ticket to a service that is not theirs.
TipTicket forms can be protected with Cloudflare Turnstile per tenant, which is worth enabling if your portal is publicly reachable.