FOCUS 01⊙
Support tickets
Record fieldStatus and priority filters
Status and priority filters
Review open work by priority and ticket status rather than treating every issue equally. Search for a specific customer or topic.
Support / Tickets, priority and communication history
Support tickets: customer replies and resolution tracking
Track support requests by status, priority, latest customer reply and resolution date.
PRODUCT VIEW
See how it works.
Hubz Support brings the customer's issue and the team's pending work into the same record. Review the requester, company, source and dates alongside status and priority. The ticket timeline distinguishes customer replies, support responses and system updates, making it clearer who replied last and which action is waiting internally.
EXPLORE THE PRODUCT
Sample viewSupport tickets
Ticket #001 · Access questionOpenBeing reviewed
Ticket #002 · Setup supportTeam assignmentIn progress
Ticket #003 · Usage questionReplyResolved
Ticket details
Track status, owner, priority and customer context together.
01Find the ticket
02Read the history
03Respond and update
FROM NEED TO OUTCOME
Where this helps.
A previously answered ticket may need attention again when the customer sends new information. Open and closed counts alone can hide an unread reply or a topic awaiting follow-up.
WHAT YOU CAN WORK TOWARDS
Read the latest customer message and previous actions before changing status. Distinguish a resolution decision from simply having viewed the ticket.
STEP BY STEP
How to use it.
- 01
Find the ticket
Use search, status and priority selections to find the issue. Review the requester, company and recorded source.
- 02
Read the history
Assess customer, support and system entries in the detail panel. Do not treat the ticket as finished without reading the new customer reply and the context of previous responses.
- 03
Respond and update
Prepare a response through an authorized communication flow and update status or priority to reflect actual progress. Track resolved and closed tickets with their individual outcomes.
INSIDE THE MODULE
What can you do?
FOCUS 02▤
Support tickets
Record / contentStatusOwner
Customer reply signal
See when the customer last replied and whether the team has reviewed it. Distinguish new replies from previously viewed correspondence.
FOCUS 03↗
Support tickets
✓Detailed action history✓Respond and update✓See what is included
Detailed action history
Review ticket creation, recorded updates and participants in the timeline, returning to earlier updates when needed.
FOCUS 04◇
Support tickets
Record fieldResolution and closure
Resolution and closure
Choose an outcome that matches the ticket's actual state. Tracking a recorded target resolution date does not establish a separate service guarantee to the customer.
IN EVERYDAY WORK
What it looks like in practice.
A customer sends additional information on a previously answered issue.
Review the latest reply and reprioritize the ticket instead of relying only on its earlier status.
Scenarios are illustrative; they are not customer testimonials or measured performance claims.
KNOW WHAT IS INCLUDED
Plans, permissions and limits.
Support tickets are included in every plan. Reply channels and sender connections require separate authorization; satisfaction tools and the knowledge base are Business features.
- A recorded resolution target is not an unconditional SLA or response-time guarantee included with a plan.
- Reply channel setup and customer communication require the relevant sender permissions.
YOUR QUESTIONS
About this feature.
01Do I need Business to use support?+
Basic ticket tracking is included in every plan. Business adds service operations such as the knowledge base, satisfaction tools and reward records.
02Does viewing a ticket mean it is resolved?+
No. Viewed status, a new customer reply and ticket status are separate facts. Choose resolution or closure based on the actual result.
RELATED WORKFLOW GUIDES
You may also need these features.
Knowledge baseTurn support answers into searchable articles, with titles, summaries, categories and a clear draft, published or archived status.↗Support satisfactionSee which surveys are unanswered, which received low ratings and which customers still need help.↗Customer rewards and creditsOrganize discount, credit, gift or upgrade decisions with the relevant customer, status and expiry date.↗
MODULES THAT WORK TOGETHER
Explore related modules.
01↗02↗03↗
Tasks and Kanban
Organize work in lists and Kanban views, keeping customer follow-up visible with an owner and date.
Inbox and Gmail
Use in-app notifications for daily work, and connect authorized Gmail conversations with Professional and Business.
Customer support
Manage support as a continuation of the customer relationship, adding knowledge-base, satisfaction and reward records with Business.