Help centre · Support
The queue, and working a ticket
Every request a customer or a colleague has raised, in one list — "All tickets" — and the page each one opens onto.
When you would use this: for anything that needs a reply, a status change, or simply catching up on what is happening with a customer.
The list: a status count for each of the phases a ticket moves through (see "Ticket statuses"), plus filter chips for open only, mine, unassigned, at risk, breached, met, from staff, from customers, the escalation level (see below), and a chip per active service. Search looks by number, subject, customer or email. Switch to "Insights" for the same queue read as charts instead of rows, including who is carrying the open work right now.
Opening one: the ticket's own page has the conversation (the opening message and every reply, oldest first — an internal note is marked and a customer never sees it), files, activity, its properties (status, assignee, department, priority, service), its SLA targets and how close it is to them, followers, tags and any custom fields your firm has added. Post a reply from the composer at the bottom, or use "Internal note" for something only staff should see; a canned reply or macro (see "Replies & macros") can fill the composer for you, and a macro also changes the ticket's status, priority, tags or assignee in the same step. Time you log against a ticket (where your firm uses time-tracking) lands on the customer's own Support project, or your firm's own internal project for one with no customer.
Escalation, in two directions: a ticket starts at frontline level. From there, "Escalate to support team" hands it up to your firm's own senior tier (whichever departments Setup → Ticket departments has marked as the support team) — anyone with the permission to reply may do this. From the support team's level, "Escalate to Veilux support" additionally sends it to our own support desk, if you hold the further permission for it; the ticket's page then shows "With Veilux support" until we close our side of it. Neither direction is offered a second time on a ticket already escalated, and escalating to Veilux is never offered on Veilux's own account.
Merging, splitting and linking: "More actions" on a ticket's page offers merging a duplicate into another (which needs the manage permission, not only reply), splitting a reply into a ticket of its own, and linking related tickets together — none of these change what either ticket's own numbering or history shows.
Bulk actions: select more than one row on the list to change status, department, priority, assignee or tags on all of them at once, offered to anyone who may reply.
Satisfaction: once a ticket reaches Resolved, its requester — the customer, or the staff member it was raised for — is asked to rate it 1 to 5; they may change their mind until it is Closed. Nobody else can rate it on their behalf. Where any ratings exist, the average and count show at the top of the queue.
A narrower view: a role with only the narrower "assigned" reading permission sees tickets assigned to them, or unassigned in a department they belong to, rather than every ticket your firm has — the same rows the workspace's own tiles link to.
When it refuses: "Support is not available to your role" means you hold neither ticket-reading permission. A ticket you cannot find by its number may be in a department you do not belong to, or already merged into another (its own page says so, and is read-only once merged).