Category: Core Features

Support Ticket FAQ - Frequently Asked Questions | Custojo Help

Support Ticket FAQ

Last Updated: 2026-01-15

Find answers to frequently asked questions about Support Tickets. Can't find your answer? Contact support@custojo.com.

Quick Answers

Question Quick Answer
What are Support Tickets? Customer support management system for tracking and resolving support requests
Who can use it? Company/Workspace users + Public (for ticket submission)
How do I access it? Sidebar → Support Ticket
Is it included in my plan? Pro and Enterprise plans

General Questions

Q: What are Support Tickets?

A: Support Tickets is a customer support management system that helps you receive, track, and resolve customer support requests. You can create tickets, assign them to team members, track status, maintain conversation history, and manage a knowledge base.

Q: Who can submit tickets?

A: Tickets can be created by:

  • Staff members — Internal team
  • Clients — Customer accounts
  • Vendors — Vendor accounts
  • Public users — Anyone via public ticket form (no login required)

Q: How do I access Support Tickets?

A:

  1. Log in to your dashboard
  2. Click Support Ticket in the sidebar
  3. You'll see the Support Ticket dashboard

Ticket Questions

Q: What are the ticket statuses?

A: Tickets can have these statuses:

  • Open — New ticket, not yet assigned
  • In Progress — Ticket is being worked on
  • Answered — Response provided, awaiting customer
  • Closed — Ticket resolved and closed

Q: How do I reply to a ticket?

A:

  1. Open the ticket
  2. Scroll to "Conversations" section
  3. Enter your reply in the description field
  4. Add attachments if needed
  5. Click Send or Reply
  6. Customer receives email notification (if configured)

Q: What's the difference between "Note" and "Conversation"?

A:

  • Conversation — Visible to customer, part of ticket history, sends email notification
  • Note — Internal only (staff-only), not visible to customer, no email sent

Q: Can customers track their tickets?

A: Yes! Customers who submit tickets via the public form receive a ticket ID. They can use this ID to track ticket status on the public ticket page.

Knowledge Base Questions

Q: What is the Knowledge Base?

A: The Knowledge Base is a collection of help articles that customers can access to find answers without creating a ticket. It's a self-service support resource.

Q: How do I create a knowledge base article?

A:

  1. Go to Support Ticket → Knowledge Base
  2. Create categories first (optional but recommended)
  3. Click + Create
  4. Enter title, description, and select category
  5. Publish the article

FAQ Questions

Q: What is the FAQ system?

A: The FAQ (Frequently Asked Questions) system lets you create and manage common questions and answers that customers can quickly reference.

Q: How do I add an FAQ entry?

A:

  1. Go to Support Ticket → FAQ
  2. Click + Create
  3. Enter question and answer
  4. Assign to category (optional)
  5. Save

Troubleshooting

Q: Why can't I see Support Tickets in my sidebar?

A: This usually means:

  1. The addon isn't enabled for your workspace - contact your admin
  2. Your plan doesn't include this feature - check your plan details
  3. You don't have the required permissions - ask your admin to grant access

Q: I'm getting an error when creating a ticket. What should I do?

A:

  1. Ensure all required fields are filled
  2. Check that the selected category exists
  3. Verify email format is correct
  4. Refresh the page (Cmd + Shift + R)
  5. If the issue persists, contact support

Billing & Plans

Q: Is Support Tickets included in my plan?

A: Support Tickets is included in:

  • ✓ Pro Plan
  • ✓ Enterprise Plan
  • ✗ Not included in Free Plan

Still Have Questions?

Channel How to Reach Us
Email support@custojo.com
Live Chat Click the chat icon in your dashboard
Help Center docs.custojo.com

Related Resources

Was this helpful? Let us know at support@custojo.com