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Tickets & customers

Organize your ticket workflow

Understand how tickets bring together customer requests, conversations and support activity.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

A ticket is one support conversation with status, priority, assignee, customer, channel, messages, optional SLA clocks, and custom fields from the global Ticket Form Builder. Channels include admin create, portal, public form, email, and live chat; additional channels depend on installed extensions.

When to use this

Every surface writes the same ticket core so an email thread, a chat handoff, and a portal submission can be worked in one workspace.

Where to find the controls

List: #/tickets. Workspace: #/tickets/{id}. Create: #/tickets/new. Day-to-day work is usually #/inbox, which opens the same workspace in a pane.

Who can make these changes

View: elegant_support_view_ticket. Create: elegant_support_create_ticket. Reply: elegant_support_reply_ticket. Assign: elegant_support_assign_ticket. Delete: elegant_support_delete_ticket.

Before you begin

Defaults, numbering, attachments, and merge policy live under Settings → System → Tickets (#/settings/system/tickets). Field schema is Settings → System → Ticket Form. SLA policies live on #/sla, not as a duplicated Settings tab.

Follow these steps

  1. Open a ticket from Inbox or #/tickets.
  2. Read the thread (public replies vs internal notes).
  3. Reply, add a note, change status/priority, assign, or snooze.
  4. Use saved replies or schedule a reply if the mailbox is configured.
  5. Resolve or close when done.

Settings reference

Number (prefix + sequence), subject, status, priority, team, agent, tags, channel, customer, SLA badge, attachments, custom fields, internal notes (never shown to customers or Chat AI), scheduled replies.

Example workflow

A public-form ticket arrives as New / Normal. An agent assigns themselves, replies from the workspace, and the customer sees the reply on the portal and by email when outbound delivery is configured.

Good practices

Internal notes are for agents only. Historical field values stay on the ticket after you change the Form Builder schema.

Important considerations

Customers never see internal notes. Chat AI also excludes internal KB and internal notes. Do not paste secrets into public replies.

If something does not work

Ticket 404: wrong id or missing view_ticket. Reply not emailed: mailbox/SMTP missing or queue backlog. Custom field missing: the field is hidden on this surface in Form Builder.

Continue learning

Create a ticket→Work with the unified inbox→Build a ticket form→Configure a service-level policy→

Let’s solve it together.

Can’t find what you need? Our support team can help with your next step.

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LIFETIME PARTNER POLICY

One introduction.
A lifetime of shared growth.

Introduce HelSup to your customers, readers or community. Earn 30% on their first purchase and 20% on every subsequent purchase and renewal throughout their customer lifetime with HelSup.

Read our invitation to partners ↗
30%FIRST PURCHASE
20%Every subsequent
purchase & renewal

From recommendation to reward

  1. 01

    Get your personal link

    Sign in to your HelSup customer account and open Partner program to access your referral link.

  2. 02

    Recommend with confidence

    Share the link in a useful review, tutorial, customer proposal or with your community. Explain your partner relationship.

  3. 03

    Track your commission

    Follow attributed purchases and commission status in your partner dashboard. Eligible commissions are reviewed before payout.

YOUR LINK, IN PRACTICE

What does a referral link look like?

https://helsup.com/?ref=HS-EXAMPLE

Here, HS-EXAMPLE illustrates a partner code. Your dashboard gives you your own code and complete link. Copy that full link and share it with the customer; do not use this example as your personal link.

For example: “Looking for a customer support solution? Explore HelSup through my partner link: [paste your personal link here].” When an eligible customer purchases through your link, their first purchase earns 30%; later purchases and renewals earn 20%.

Open my partner dashboard →
YOUR CUSTOMER RELATIONSHIP KEEPS WORKING

A $100 first purchase earns $30.
A later $100 purchase or renewal earns $20.

Illustrative amounts, after discounts and excluding tax.

A customer relationship that lasts

30% first, 20% thereafter. Receive 30% on the customer’s first eligible paid purchase, then 20% on subsequent purchases and renewals throughout that customer’s lifetime on HelSup.

From link to lifetime attribution. The initial referral link is remembered for 30 days in the same browser. Once the referred customer’s first paid purchase is recorded, their partner relationship continues without needing another referral click.

Completed payments. Commission is calculated after discounts and before tax. Free orders and self-referrals do not qualify. Refunds reduce or reverse the associated commission.

Review and payout. Earnings appear as pending until reviewed by HelSup. Payout is processed manually after approval. Contact partner support for payment arrangements.