Skip to main content

Tickets

Tickets is the built-in support request channel in the Business app.

Access​

  1. Open Tickets from the main menu or from the Tickets card in Help center.
  2. You will see the list of available tickets.

What the list shows​

  • ID
  • Title
  • Status
  • Priority
  • Visible
  • Created at
  • Last reply by

Create a new ticket​

  1. Select New ticket.
  2. Fill:
    • Title (required)
    • Message (required)
    • Visible for all business users (optional)
  3. Optionally attach files from the media section.
  4. Select Create.

This is the best option when you need a trackable issue with status, history, and attachments.

View and reply​

  1. Open a ticket from the list.
  2. In the details you can see message history and attached files.
  3. To reply, use:
    • Reply to message
    • Post reply

Each new reply stays in the same thread, so the full context remains in one place.

Status, priority, and visibility​

Ticket list shows status and priority values managed by the support workflow.

How to read statuses​

StatusWhat it means for your team
New (new)Ticket was created and accepted in the system
Open (open)Ticket is being processed
Pending (pending)Waiting for additional step or information
On hold (on-hold)Temporarily paused until next action
Blocked (blocked)Blocked by external dependency
Solved (solved)Ticket is closed as resolved

What to do by status​

  • For New, Open, Pending, On hold, or Blocked: add useful context with "Reply to message".
  • For Solved: no further action is needed unless the issue needs to be reopened in communication.

Priority (Normal, Medium, High, Critical) indicates urgency.

If Visible for all business users is off, the ticket remains Private.

Important​

  • Title is required and has a maximum length of 255 characters.
  • Message is required both for a new ticket and for a reply.
  • Both new tickets and replies require at least 10 characters in the message.
  • Server-side validation limits the message to 4000 characters, even if the reply field shows a higher visual counter.
  • Visible for all business users controls whether the ticket is visible to everyone in the business or remains Private.
  • Files are attached to the specific ticket or the specific reply in the thread.