Support tickets (your customer helpdesk)
Track customer issues from the portal, the dealer portal or staff: stages, priority, assignee, SLA, saved replies and knowledge-base links.
Where it is
- Support → Tickets
- Reporting → Tickets — Queue and response times
Settings for this
- Settings → Billing & plan — Tickets and the knowledge base are part of the Support add-on
- Settings → Roles — View, Create, Edit, Close tickets
- Support → Tickets → SLA — The SLA button: first-reply target for new tickets
Support → Tickets is your helpdesk for your customers' issues. (For help with BuildTrack itself, see Contact BuildTrack support.)
Where tickets come from
- Customers raise them in the customer portal (matching knowledge-base articles are suggested first).
- Dealers raise support and warranty requests in the dealer portal.
- Staff press + New Ticket: Subject, Customer, Priority, Description, then Create Ticket.
Work a ticket
- Open Support → Tickets. Switch between Kanban and Table; search, or filter by priority (Low, Medium, High, Urgent).
- Open a ticket. Set its Status, Priority and Assignee, and link a job, invoice or quote.
- Reply in Activity. Saved replies inserts a canned reply (add your own with + New); Help article inserts a link to a public knowledge-base article.
- Tick Internal note (not visible to customer) for a staff-only note. Otherwise the customer sees the reply in the portal and is emailed.
- Press Add Comment.
Statuses are Open, In progress, Resolved and Closed. On Kanban, Stages lets you rename, reorder, hide or add your own stages (e.g. Awaiting Parts), each tied to one of those statuses.
SLA
Set your first-reply target with the SLA button at the top of Support → Tickets (it shows the current target, e.g. SLA 4h): enter First reply within (hours) or pick 1h, 4h, 8h, 24h or 48h, then Save. Leave it blank for no target. Each new ticket takes the target when it's raised; tickets already open keep the one they were raised with. Changing it needs Edit settings.
The ticket shows the time left to first reply, or how long it's been unanswered past the target. The strip at the top of the list shows the last 30 days: the target, opened, answered, SLA breached, average first response and average resolution.
Who can do it
Support is an add-on (Billing & plan). Working tickets needs the Tickets permissions.