DrivenSuite: Support Tickets

Tickets are how your customers tell you something needs attention — a question, a complaint, a broken thing. DrivenSuite gives every ticket a number, an owner, and a status so nothing falls through the cracks.

How tickets come in

• Customer portal — customers logged into their account click "Submit a Ticket" and pick a department (Sales, Billing, Technical, etc.).
• Email — any email sent to your support address is turned into a ticket automatically.
• Manually — staff create tickets from Support → Tickets → New Ticket when a customer calls or walks in.

Working a ticket

Open a ticket to see the full conversation, the customer's other open tickets, and the order or invoice it's about (if any). Reply right from the ticket and your message emails the customer — they can reply back and it lands in the same thread.

Status: Open → In Progress → Answered → Closed. Reopening a closed ticket is one click if the customer comes back.

Priority: Low, Medium, High, Urgent. Urgent tickets show on the dashboard until handled.

Assignment: Tickets can be auto-assigned by department or round-robin to your team.

Departments

Set up departments under Setup → Support → Departments to route tickets to the right person automatically. Common setup is: Sales, Billing, Technical Support, Hardware.

Canned responses

If you find yourself typing the same answer over and over, save it under Setup → Support → Canned Responses. Then insert it into any ticket reply with one click — saves hours each week.

Service Level Agreements (SLAs)

For higher-tier customers, set up SLAs under Setup → Support → SLAs. DrivenSuite warns you when a ticket is about to breach the response or resolution time you promised.

Reporting

Reports → Support shows you ticket volume by department, response time, resolution time, and customer satisfaction scores (if you enable the feedback survey at ticket close).

Tips

• Close tickets with a clear summary. The next person reading the ticket — including future-you — will thank you.
• Tag tickets by issue type. Patterns surface that tell you what to fix in the product, your training, or your documentation.