Providing exceptional customer support is key to building long-term relationships. As of February 11, 2026, our new Support Tickets feature provides a centralized location for managing all customer and internal support requests, ensuring no issue goes unresolved. With built-in prioritization and status tracking, your team can handle help desk tasks with the same efficiency as your inventory.

The Support Tickets system allows users to create, view, and update tickets with rich text descriptions. Tickets can be assigned various priority levels—Low, Medium, High, and Urgent—and follow a clear status workflow: Open → In Progress → Resolved → Closed. Tickets can be assigned to specific team members, and all updates trigger email notifications to keep everyone informed.

Integrating support into your core management platform ensures that customer issues are always visible alongside their order and relationship history. This context allows for faster, more personalized resolution of problems. It also eliminates the need for a separate third-party support tool, reducing costs and simplifying your software stack.

Support Tickets are available on the Scale plan and above. While all roles can interact with tickets, visibility is scoped by the user's role: Owners and Admins can see all tickets, while Sales Reps only see their own. This feature is located at /tickets and requires human_support_available? to be active on your plan.

Users can create a new ticket from the tickets dashboard, providing a title, description, and initial priority. Once created, team members can be assigned to the ticket, and the status can be updated as progress is made. All communication regarding the ticket is maintained in a single thread, and email alerts ensure that no update is missed.