SupportMesh Docs
Tickets
Manage the full ticket lifecycle, from first intake through resolution, closure, and collaboration between internal and client-facing updates.
Ticket workflow overview
SupportMesh tickets connect a client organization, a support item, and the internal team handling the work. Tickets can originate from the workspace UI, the client portal, inbound email routing, or the public API read layer around existing records.
- Common lifecycle: New → Acknowledged → In Progress → Resolved → Closed
- Additional workflow states support waiting on the client, estimate review, rejection, and reopening
Ticket types and priorities
| Ticket types | Default purpose |
|---|---|
| Bug | Unexpected software defect or regression. |
| Support Issue | General operational support issue. |
| Requirement | Requested enhancement or new requirement. |
| Change Request | Requested change to an existing workflow or configuration. |
| Training Request | Request for onboarding, training, or guidance. |
| Question | General client or internal question. |
| Priorities |
|---|
| Low |
| Medium |
| High |
| Critical |
Workspaces use tenant-scoped ticket types and priorities. The default seeds above are present unless your workspace has changed them.
Current ticket statuses
| Status | Meaning |
|---|---|
| New | The ticket has been created and not yet acknowledged. |
| Acknowledged | The support team has accepted the ticket into active handling. |
| In Progress | The ticket is being worked. |
| Waiting for Client | Support is waiting on client input. |
| Estimate Pending | Work is paused while an estimate is being prepared. |
| Awaiting Estimate Approval | A submitted estimate is waiting on client approval or rejection. |
| Resolved | The work is complete and ready for closure. |
| Closed | The ticket lifecycle is complete. |
| Reopened | A closed or rejected ticket has been reopened for renewed work. |
| Rejected | The ticket was explicitly rejected in workflow. |
Create a ticket
- Open Tickets and start a new ticket.
- Choose the client organization.
- Choose a support item that is actively assigned to that client.
- Add the subject, description, ticket type, and priority.
- Optionally choose a support item version and a ticket category.
- If the ticket type is Bug or Defect, complete the structured bug fields that apply.
Structured bug fields in the current product include environment, browser, operating system, device, exact error message, steps to reproduce, expected result, actual result, whether the issue worked previously, affected user count, and business impact.
Assignment, replies, notes, and followers
Workspace users can assign tickets to eligible internal members. Unassigned handling is supported, and reassignment remains part of the ticket detail workflow.
Public replies are client-visible conversation entries. Internal notes are separate records for workspace-only discussion and are never sent to clients as public replies.
Followers can track tickets for notification purposes, but the exact notifications still depend on recipient preferences and event rules.