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Answer a support ticket

Goal​

Work the support queues so that every ticket a customer opened is picked up, answered, and either handed back to them or closed — and nothing said between colleagues reaches the customer.

Before you start​

You need the Support role (or Sales or Finance, which can read the queues but not change a ticket). Open Parsware Support from the Platform Shell.

The overview​

The app opens on Support overview. Every number is a queue: New (nobody has picked it up), High and urgent (open tickets the customer marked so — look at these first), Open (everything not closed), and a bar for each status. Click a number to open that queue.

Steps​

  1. Open the New queue — from the overview or from Tickets, where the queues are listed in the order to work them. It is sorted oldest first: take the top one.
  2. Open the ticket. The General tab has the customer's message and any attachment; the Related tab has the conversation so far.
  3. Set Status to In progress and save, so the next colleague does not pick it up too.
  4. To answer, add a Ticket comment from the Related tab: write the reply, set Written by to Support, attach a file if it helps, and save. The customer sees it in their account immediately.
  5. If you need something from the customer, set the ticket to Waiting for customer. When they reply, the ticket comes back to In progress on its own — you will find it in that queue, not in Waiting.
  6. When the answer is complete, set the ticket to Resolved. The customer can close it, or reply if it is not solved; a reply reopens it.

Notes the customer must not see​

Tick Internal note on a comment to keep it inside the team — a hand-off, a hunch, a colleague's name. The customer's account never shows a comment with that box ticked, and never serves its attachment. A comment with the box empty is public, so tick it before you save, not after somebody has read it.

What you will not see​

  • A "Mine" queue. Views cannot yet filter on the signed-in user; work from the status queues.
  • Closing from here. A customer closes their own ticket; you mark it Resolved and let them. Nothing stops you setting Closed on the form, but a closed ticket refuses the customer's replies, so use it only when they have asked you to.

Troubleshooting​

The overview's numbers are behind. It refreshes every two minutes; reload to see the queue as it is now.

A customer says they cannot see my reply. Check the comment's Internal note box is off and Written by is Support. Only the box hides a comment.