Resolving Client Issues: Notes, Lifecycle Statuses & Viewport Diagnostics
Master the client ticket resolution workflow: adding thread replies, updating status lifecycles, and pairing with Viewport Mode for fast fixes.
#The Ticket Resolution Workspace
When you click "Manage" on any client ticket row, a comprehensive modal window opens displaying the complete context of the client's request. Here you can inspect their original inquiry, view the audit history, draft replies, and update the resolution status.
#Adding Notes and Replies to the Ticket Thread
Communication inside the ticket modal behaves like a real-time conversation thread:
Open the Ticket Modal
Click "Manage" to open the ticket workspace.
Review Inquiries and Prior Notes
Read the client's message and any previous internal notes posted by your agency colleagues.
Type Your Response
In the text box at the bottom of the window, type your message or explanation.
Save and Post Note
Click "Add Note" (or Send). The note immediately pins to the conversation thread with a timestamp.
šø Visual Guide: Screenshot 3 - Manage Ticket Modal with Thread and Note Input
The ticket management dialog showing conversation thread and reply field. š What is shown: ā¢ Client original submission at the top with timestamp. ā¢ Chronological conversation thread showing agency replies. ā¢ Message input textarea with "Add Note" button. ā¢ Status dropdown selector at top right.
#The 4 Ticket Lifecycle Statuses
Keeping ticket statuses updated provides transparency and ensures no client inquiry is left unresolved:
- PENDING: Newly arrived ticket that has not yet been reviewed. Immediate attention required.
- ONGOING: Your team is actively researching, testing, or awaiting client response.
- RESOLVED: The issue has been corrected and the solution has been communicated to the client.
- CLOSED: The case is completed and archived with no further follow-up necessary.
Select New Status in Modal
Open the status dropdown inside the ticket modal and choose the appropriate stage.
Click "Save Status"
Click "Save Status" to commit the change. The status badge updates across both your agency inbox and the client's dashboard.
šø Visual Guide: Screenshot 4 - Ticket Status Lifecycle Selector
Dropdown selector for updating ticket progress. š What is shown: ā¢ Status dropdown showing options: PENDING, ONGOING, RESOLVED, CLOSED. ā¢ Green "Save Status" button. ā¢ Visual timeline graphic illustrating progression.
#The High-Speed Viewport Diagnostic Workflow
The fastest way to resolve technical client tickets is pairing the Helpdesk with Viewport Mode:
Read the Ticket in Agency Client Tickets
Example: Client writes, "Our QR code stand returns a 404 error".
Enter Viewport Mode
Go to Client Businesses, find that client row, and click the blue View eye icon to step inside their account.
Diagnose and Correct the Problem
Inspect their QR Codes tab. You notice their custom slug was recently modified without updating the QR code. You update the QR destination to point to the correct active slug and verify the scan.
Exit Viewport and Reply
Click "Exit Viewport" in the top banner, return to Help & Support, open the ticket, add a note explaining the fix, and mark it as RESOLVED.
Client WOW Factor
Resolving technical hurdles for non-technical shop owners in under 15 minutes without requiring them to share screen recordings turns routine support into your strongest client retention driver!
#Frequently Asked Questions
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