IzzyTap holds two kinds of conversation with a client, and it helps to know which is which. They look similar, because both are message threads, but they do different jobs and live in different parts of the menu.
A support ticket is a question
A support ticket is a question or message a client raises from their portal. Think of it as their way of getting in touch: "Has my licence renewal gone through?" or "Can you resend last month's invoice?"
- It is created by the client, from their side.
- It has a subject line and a simple state: Open or Resolved.
- You answer it, and when the matter is dealt with you mark it resolved. You can reopen it later if the client comes back.
Where to find them:
- Log in to your workspace.
- In the left menu, under Clients, click Support tickets.
The list shows each ticket's subject, the company, an Open or Resolved chip, how many messages it holds, and the last activity. Open one to read the thread, reply, and mark it resolved.
A service request is a job you are doing
A service request is a tracked piece of work, usually a service the client wants done, such as a company formation or a visa. This is where the real work is managed.
- It moves along a pipeline of stages, for example Document requested, Payment requested, Review and Completed. See Move a request through its stages.
- It can carry quotations, invoices and document requests, all inside the one thread.
- It can be assigned to a specific team member.
Where to find them:
- In the left menu, under Clients, click Requests to see every request across all companies. See The Requests inbox explained.
- Or open a single company and click its Tickets tab to see just that company's requests, and to start a new one.
Note
Here is the one wrinkle in the naming. On a company page the tab that lists a company's service requests is labelled Tickets. It shows service requests, not support tickets. Support tickets always live under Support tickets in the left menu.
Which one should I use?
- If a client simply asked a question, answer it as a support ticket.
- If you are actually carrying out a service, take a payment, or send a quotation, that belongs in a service request so the work is tracked from start to finish.
- If you want to reach a client without either, for a one-off note, use the Send message tab on their company page. See Send a message to a client.