Before you dive into the day-to-day guides, it helps to learn the language of the Support Hub. This overview walks through the four things every ticket carries — its status, its priority, who it's assigned to, and how you reply — plus the identifiers that tie each ticket to a customer. Once these click, the rest of the Support Hub guides will make sense at a glance.
The four ticket statuses
Every ticket sits in one of four statuses, and any status can move to any other:
- Open — the ticket is active and waiting on your team.
- Pending — you're waiting on the customer (for example, after asking a follow-up question).
- Resolved — the issue is handled. Resolving stamps a “Resolved” date and lets the customer know.
- Closed — the conversation is finished. A closed ticket is read-only and can't accept new replies.
One behavior is worth remembering: a Resolved ticket automatically reopens to Open if the customer writes back, so a reply never falls through the cracks. A Closed ticket does not — it stays read-only, and the customer is prompted to open a new request instead.
Priority: how urgent is it?
Priority is a simple label that flags how urgent a ticket is. There are three levels — Low, Medium, and High (High appears in red so it stands out). Customers can suggest a priority when they open a ticket from the Members Portal, where Medium is shown to them as Normal. You can filter and sort your inbox by priority to triage the most urgent work first.
Assignment: one owner per ticket
Each ticket has at most one assignee — a single teammate who owns it — or it can be left Unassigned. The assignee receives reply notifications and can answer the customer directly from their own email inbox. Assigning a ticket makes it clear who's on the hook, so nothing gets dropped or double-handled.
Public replies vs. internal notes
The reply composer has two modes, side by side:
- Public reply — visible to the customer. It's emailed to them and appears in their portal thread.
- Internal note — visible only to your team. Use it to coordinate with teammates, capture context, or hand off a ticket. The customer never sees it.
Customers can only post public messages, so anything you write as an internal note stays strictly in-house.
Ticket identifiers, contact, and account
Every ticket carries two identifiers, both shown in the right-hand sidebar. The internal number (for example TKT-1000042) is what your team uses, and the customer-facing reference (for example TKT-C1B8F248) is what the customer sees on their emails and in the portal.
When a ticket comes in from the Members Portal, it's automatically linked to the signed-in customer's contact and account, so you open every ticket with full context — no back-and-forth needed.
Putting it together
That's the whole vocabulary: status tracks where a ticket is in its lifecycle, priority flags urgency, assignment names the owner, and the reply mode decides whether the customer sees your message. With these in hand, the rest of the Support Hub guides — finding tickets, replying, assigning, and changing status — will feel familiar.
