Creating a Ticket and Replying in the Thread

Overview

The two most common actions in StretchSupport are creating a ticket and replying to one. This guide walks both, step by step, and explains what the customer sees versus what stays internal.

Creating a ticket

1. Click Create ticket in the navigation rail.
2. Enter a Subject — the one required field. Make it specific: "Invoice #4471 shows wrong tax total" beats "billing problem."
3. Enter a Message (description) with the full detail: what happened, where, when, and any error text.
4. Set the Priority — Low, Normal, High, or Urgent. This sets the SLA target (Urgent 4h, High 8h, Normal 24h, Low 72h). Leave it Normal if unsure.
5. Set Severity if impact is above routine — Standard, Elevated, or Critical.
6. Choose a Queue so the ticket routes to the right team, or leave it to route later. (Tickets raised from the workspace support portal default to the Client Success queue.)
7. Add the Requester details — display name and email — if the ticket is on behalf of a customer.
8. Optionally set a Category, an assignee, and a due date.
9. Submit. The ticket is created in status New, and a ticket_created event is written to its thread.

Note: Everything except the subject has a default — status New, priority Normal, severity Standard, category general — so you can create a ticket in seconds and fill in the rest during triage.

Understanding the thread

Each ticket keeps a thread: a chronological log of everything that has happened. The thread mixes two kinds of entries:

• Conversation — replies between you and the customer, plus satisfaction ratings. These are customer-visible.
• Operational events — routing, status changes, assignments, and internal notes. These are internal.

On the customer-facing side (the workspace support portal), the thread shows the conversation — replies and the CSAT rating — not the internal operational events. That's by design: customers see the discussion and outcome, not your internal routing mechanics.

Replying to a ticket

1. Open the ticket from the board.
2. Scroll to the reply box at the bottom of the thread.
3. Type your reply, or insert a macro and personalize it (see Reply macros and canned responses).
4. Send. Your reply is added to the thread as a customer-visible message, and the ticket's "last updated" stamp refreshes.
5. Set the status to match — for example Waiting on Customer if you've asked a question, or Resolved if you've answered.

Important: A reply must have a body — an empty reply is rejected. Always include at least a sentence.

A realistic example

A customer emails that their team can't be invited to a workspace. You click Create ticket, title it "Cannot invite teammates — invite button greyed out," paste their message, set Priority: High, and choose the Account & Access queue. It's created in New. You open it, insert the Acknowledge and investigate macro as your first reply, and move it to Open. After checking their plan's seat limit, you reply explaining they've hit the cap and how to add seats, then set Waiting on Customer. They reply that adding seats fixed it. You send the Resolution confirmation macro and move the ticket to Resolved.

Tips

• Write subjects a stranger could understand — future you, searching the board, will thank you.
• Set priority truthfully at creation; it's what drives the SLA radar.
• Reply, then set status, every time — the two should always agree (a question ⇒ Waiting on Customer; an answer ⇒ Resolved).
• Use macros for the opening and closing replies to stay fast and consistent.

Troubleshooting

My ticket wouldn't submit. The subject must be at least a couple of characters. Confirm you entered one; every other field is optional.

My reply wouldn't send. Replies require a non-empty body. Add text and resend.

The customer says they can't see my routing note. Correct — routing and status changes are internal events. Only replies and the CSAT rating appear on the customer-facing thread. If you want the customer to know a ticket moved teams, say so in a reply.

I can't reply to a ticket. Archived tickets can't receive replies. Check the status — if it's Archived, it's been soft-deleted and is closed to new activity.