Answer a ticket

Requires the “Tickets: view and reply” permission.

1. Take the ticket

A new client message pops up as a card in the corner — “Go to chat”. Or open Support → Mine (assigned to you) or Unassigned and press “Take”.

2. Understand the question

• Where the client writes from: website, chat, Telegram, email — the reply goes back there.
• If the ticket is linked to an order, its receipt is on top: status, amounts, stages.
• Internal notes from colleagues — the client does not see them.

3. Reply

• Template — a ready answer to a typical question.
• “Suggest reply” — an AI draft based on the conversation, order and knowledge base. Check and edit before sending.
• You can write a note for colleagues instead of a reply.

After a reply the status is “Waiting for client”. The client's answer returns it to “In progress”.

4. Close

Solved — status Resolved. The client can rate 1–5. If the client doesn't answer, the ticket closes itself after a set number of days.

Not your question — “Release” (back to the queue) or ask the owner to assign someone else.

A good reply

• Answer first, details after.
• Order number, amounts and timings — exactly, from the card.
• Never ask a client for a password, 2FA code or seed phrase.