A request with a reference
Record a support question with its subject and details. Use project context when the request belongs to a particular engagement rather than leaving the conversation detached from the work.
Support tickets for agenciesGive every support request a conversation to follow.
Keep the request, the replies, and the current status together, so your agency can understand what is still waiting for a response.
Client request conversationView full-size
What does support tickets include?
ClientCee includes ticket and request workflows with conversations and status updates. Agency, employee, and client experiences provide the relevant request views, helping your team keep a support question and its response history together.
Inside the feature
Support tickets, with the agency context.
Replies in the same conversation
Keep replies alongside the original request. The next person reviewing the issue can read the conversation before deciding what response is needed.
Status that describes the next step
Use ticket status updates to keep the current state understandable. A closed request, an open question, and a reply awaiting review should be distinguishable in your operating process.
A practical workflow
From a record
to a clear next step.
Capture the question
Ask for the subject, relevant context, and enough detail for the team to understand the issue.
Coordinate the response
Review the existing conversation and keep the reply with the request.
Update the state
Reflect the current outcome in the ticket and make any remaining action clear to the person responsible.
Keep a support conversation separate from a scope decision
A client might ask a question about delivered work or request an additional service. Those are different outcomes. Keep the conversation in the request, then coordinate any commercial or project change through the appropriate agency process.
Useful when the conversation changes hands
If a teammate takes over a request, they need to understand what the client asked and what has already been said. A continuous conversation and a current status provide a more useful handoff than a copied subject line with no response history.
Common questions
A little more clarity.
Can a client raise a support request?
ClientCee includes a client request experience for relevant client support conversations. Access depends on the workspace setup and the client's relationship to the records.
Can a request include a reply history?
The ticket workflows include replies kept with the request. Use the conversation to understand what was asked and what response has already been provided.
Does ticket status promise a response time?
Status describes the request's state. Your agency should communicate its own response expectations and assign responsibility for monitoring the queue; the label alone is not a service commitment.
Keep the work connected
See where this fits next.
Client portal
Keep shared work, review requests, and commercial information within reach, with a client experience built around the relationship.
Project management
Connect the engagement, the people doing the work, and the tasks that need attention, with a clearer view for your agency and its clients.
Task management
Turn broad project plans into manageable assignments, with subtasks, collaboration, and progress that your team can understand.
Put it into practice
What should an agency client portal include?