Managing customer inquiries efficiently is crucial for maintaining trust and satisfaction. This guide walks you through setting up and managing your support ticket workflows, from the moment a customer reports an issue to its final resolution.
By integrating these workflows, your team can easily track, update, and respond to support requests in a structured way.
Before rolling out automated support workflows, ensure your current organization plan supports the expected volume. You can check your feature availability and usage limits at any time.
Support Workflow Overview
A standard support workflow involves capturing the issue, reviewing the details, and communicating with the user until the problem is solved.
flowchart TD
A["Customer Issue"] --> B["Create Ticket"]
B --> C{"Review Ticket"}
C --> D["Add Message / Reply"]
D --> C
C --> E["Resolve Ticket"]Managing Tickets
Follow these steps to handle support tickets effectively within your organization.
- 1
Create a support ticket
When a customer reaches out, a new support ticket needs to be generated. This ticket acts as the central hub for all information related to the customer's issue. If you are automating this, your system will send the initial issue details to create the record.
- 2
List and review active tickets
Your support agents can view a complete list of all active tickets associated with your organization. This queue helps your team prioritize urgent issues and assign them to the right team members. You can also pull up the specific details of an individual ticket to read the full history.
- 3
Communicate and add messages
Support is a two-way street. As your team investigates the issue, they can add messages to the ticket. This keeps a chronological log of the conversation, ensuring that if another agent takes over, they have all the context they need.
Developer Integration
If you are building a custom dashboard or integrating our support system into your existing tools, you can use our REST API to automate the workflow.
Here are the primary endpoints you'll use to manage tickets:
| Action | Endpoint | Method | Description |
|---|---|---|---|
| List tickets | /organization/{organization_id}/support/tickets | GET | Retrieves a list of all support tickets for your organization. |
| Create ticket | /organization/{organization_id}/support/tickets | POST | Opens a new support ticket. |
| Get ticket details | /organization/{organization_id}/support/tickets/{ticket_id} | GET | Fetches the full details and history of a specific ticket. |
| Add message | /organization/{organization_id}/support/tickets/{ticket_id}/messages | POST | Appends a new reply or internal note to an existing ticket. |
Always store the ticket_id returned when you create a ticket. You will need it to fetch updates or add new messages to that specific thread.
Roadmap and Feedback
To complement your support workflows, you can integrate customer feedback, public roadmaps, and release changelogs directly into your application.
| Action | Endpoint | Method | Description |
|---|---|---|---|
| Get changelogs | /tasks/changelogs | GET | Retrieves a list of release changelogs. |
| Get changelog by version | /tasks/changelogs/version/{version_id} | GET | Fetches the details of a specific changelog version. |
| Create a customer idea | /tasks/ideas | POST | Submits a new feature idea or feedback from a customer. |
| Get ideas configuration | /tasks/ideas/config | GET | Retrieves the configuration settings for customer ideas. |
| Get public roadmap items | /tasks/roadmap | GET | Lists items currently on the public roadmap. |
| Vote for a roadmap item | /tasks/items/{item_id}/vote | POST | Adds a user vote to a specific roadmap item. |
| Remove vote | /tasks/items/{item_id}/vote | DELETE | Removes a user's vote from a roadmap item. |
Push Notifications
To keep users updated on their support tickets or feedback status in real-time, you can subscribe them to push notifications.
| Action | Endpoint | Method | Description |
|---|---|---|---|
| Subscribe (simplified) | /v1/event/push-notification-subscribe | POST | Subscribes a user to push notifications via the simplified event endpoint. |
| Subscribe (organization) | /v1/organizations/{organization_id}/push/subscribe | POST | Subscribes a user to push notifications for a specific organization. |
Frequently Asked Questions
How do I check my support feature limits?
You can validate your organization's subscription limits programmatically. Use the GET /organization/{organization_id}/subscription/validate-limit endpoint to ensure you have enough quota remaining for your automated workflows.
Can I check if a specific premium support feature is enabled?
Yes! Before displaying premium support options in your UI, you can call GET /organization/{organization_id}/subscription/validate-feature to confirm the feature is active on your current plan.
How do I retrieve a specific subscription feature value?
You can fetch the exact value or configuration of a feature by calling the GET /organization/{organization_id}/subscription/feature-value endpoint.