Support Tickets — Handle Client Inquiries in AgencyHandy

Create, edit, and manage support tickets in AgencyHandy to track client inquiries, set priorities, assign statuses, and keep a full interaction history.

AgencyHandy’s Ticket feature gives your agency a structured way to handle client inquiries, issues, and requests. Instead of letting questions get lost in emails or chat threads, every support request lives in a ticket with a subject, priority, assignee, and status — all searchable and trackable from one dashboard. Both your team and your clients can create tickets, and the full history of each ticket is preserved so nothing falls through the cracks.

Accessing the Ticket Dashboard

Click Tickets in the left sidebar to open the Ticket Dashboard. From here you can:

• Create, edit, and delete tickets
• Search tickets by subject, client name, or Order ID
• View ticket status and priority at a glance
• Monitor all open, on-hold, and closed tickets across the agency

What Tickets Do

Support Request Management

Clients and agency team members can submit questions, issues, or requests through the ticketing system. Every submission is logged and tracked.

Issue Resolution Tracking

Assign tickets to team members, set priorities, and update statuses as work progresses toward resolution. Everyone stays informed.

Communication History

Every ticket maintains a full history of actions, updates, and interactions. Review past communications at any time for context or audit purposes.

Creating a Ticket

Both agency team members and clients can create tickets. The creation process is the same for both.

Who can create tickets: Super Admin, Admin, PM, and Client.

1. Open the Ticket Dashboard

   Click Tickets in the left sidebar.

2. Click + Create Ticket

   Click the + Create Ticket button. A form will appear.

3. Select the client

   Choose the client’s name from the dropdown list. This links the ticket to the correct client profile.

4. Link to an order (optional)

   Enter the Order ID to associate the ticket with a specific order. This is helpful for billing or project-related issues. You can also create a ticket without an Order ID for general inquiries.

5. Fill in ticket details

   Complete the following fields:

   Field	Description
   Subject	A brief, descriptive title for the ticket
   Description	A detailed explanation of the issue or request
   Assignee Name	The team member responsible for resolving this ticket
   Priority	Urgency level: Highest, High, Normal, Low, or Lowest
   Issued Date	The date the ticket was created (recorded automatically)
   Status	Current state: Open, Hold, or Close

6. Click Create

   Click Create to save the ticket. It will appear in the Ticket Dashboard immediately.

Ticket Statuses

Tickets move through three statuses as work progresses:

Status	Meaning
Open	The ticket has been submitted and is actively being worked on
Hold	Work on the ticket is temporarily paused, typically waiting for more information
Close	The issue has been resolved and the ticket is archived for reference

Use Hold status when you’re waiting on a client response or an external dependency. This keeps the ticket visible without cluttering the active queue.

Editing a Ticket

Agency team members can update ticket details at any time to reflect new information, priority changes, or resolution updates.

Who can edit tickets: Super Admin, Admin, and PM. Clients can create tickets but cannot edit them.

Only tickets created from the agency side can be edited. Tickets submitted by clients cannot be modified by the client after submission.

1. Open the Ticket Dashboard

   Navigate to Tickets in the left sidebar.

2. Select the ticket to edit

   Tick the checkbox next to the ticket you want to edit. The Edit Ticket button will become active.

3. Click Edit Ticket

   Click the Edit Ticket button. The ticket form will open with all existing details pre-filled.

4. Make your changes

   Update any fields that need to change — the description, priority, assignee, status, or other details.

5. Save

   Click Save to apply your changes. The ticket is updated immediately in the dashboard.

6. Communicate updates

   If the change is significant — such as a priority escalation or assignee swap — notify the relevant team members so they can respond appropriately.

Deleting a Ticket

Remove outdated or unnecessary tickets to keep the dashboard clean and relevant.

Who can delete tickets: Super Admin, Admin, and PM.

1. Select the ticket

   In the Ticket Dashboard, tick the checkbox next to the ticket you want to delete. The Delete button will activate.

2. Click Delete

   Click Delete. A confirmation modal will appear.

3. Confirm deletion

   Confirm your decision in the modal. The ticket is permanently removed from the system.

4. Verify removal

   Check the ticket list or search for the ticket by subject or Order ID to confirm it no longer exists.

Deleting a ticket is permanent and cannot be undone. Before deleting, make sure any important communications or resolution notes from the ticket have been documented elsewhere.

Searching and Filtering Tickets

Use the search bar at the top of the Ticket Dashboard to find tickets quickly. You can search by:

• Subject — the ticket title
• Client name — all tickets from a specific client
• Order ID — all tickets linked to a specific order

Best Practices for Using Tickets

Set priority levels consistently

Agree on a priority scale with your team before you start creating tickets. If “High” means different things to different people, escalation workflows break down. Use Highest only for issues that block client deliverables.

Link tickets to orders when possible

Connecting a ticket to an Order ID makes it much easier to track which client issue is affecting which project. This also helps when reviewing past tickets for a specific order.

Close tickets promptly after resolution

Once an issue is resolved, change the status to Close right away. Leaving tickets open after resolution inflates your active queue and makes it harder to spot genuine work in progress.

Use the Hold status for waiting periods

When you’re waiting on a client or a third party, set the ticket to Hold rather than leaving it Open. This gives your team a clear signal that no action is needed until a response arrives.