Support Ticket Features
Last Updated: 2026-01-15
Discover everything you can do with Support Tickets in Custojo. This guide covers all features from ticket management to knowledge base.
Feature Overview
| Feature | Description | Available On |
|---|---|---|
| Ticket Management | Create, assign, track, and resolve tickets | Pro, Enterprise |
| Ticket Categories | Organize tickets by category | Pro, Enterprise |
| Knowledge Base | Create and manage help articles | Pro, Enterprise |
| FAQ System | Manage frequently asked questions | Pro, Enterprise |
| Public Tickets | Allow customers to submit tickets without login | Pro, Enterprise |
| Ticket Conversations | Reply to tickets and maintain history | Pro, Enterprise |
| Custom Fields | Add custom fields to ticket forms | Pro, Enterprise |
Core Features
Ticket Management
Create, assign, and track support tickets through their lifecycle from creation to resolution.
How to use:
- Go to Support Ticket → Tickets
- Click + Create to add a new ticket
- Select account type (Staff, Client, Vendor, or Custom)
- Fill in subject, category, status, and description
- Assign to team member if needed
- Track status through workflow
Key Benefits:
- Complete ticket lifecycle tracking
- Assign tickets to team members
- Status workflow (Open → In Progress → Answered → Closed)
- Attachment support
- Internal notes (staff-only)
Ticket Categories
Organize tickets by categories for better management and reporting.
How to use:
- Go to Support Ticket → Ticket Categories
- Click + Create
- Enter category name
- Save
Key Benefits:
- Better ticket organization
- Category-based filtering
- Reporting by category
Knowledge Base
Create and organize help articles so customers can find answers independently.
How to use:
- Go to Support Ticket → Knowledge Base
- Create categories first
- Click + Create to add article
- Enter title, description, category
- Publish article
Key Benefits:
- Self-service support
- Reduce ticket volume
- Organized by categories
- Search functionality
FAQ System
Manage frequently asked questions for quick customer reference.
How to use:
- Go to Support Ticket → FAQ
- Click + Create
- Enter question and answer
- Assign to category
- Save
Key Benefits:
- Quick answers to common questions
- Organized by categories
- Public access (if enabled)
Public Ticket Submission
Allow customers to submit tickets without logging in.
How to use:
- Customers visit
/public-ticket - Enter name, email, subject, description
- Submit ticket
- Receive ticket ID for tracking
Key Benefits:
- Easy ticket submission
- No login required
- Ticket tracking via ID
- Email notifications
Ticket Conversations
Reply to tickets and maintain complete conversation history.
How to use:
- Open a ticket
- Scroll to "Conversations" section
- Enter reply in description field
- Add attachments if needed
- Click Send or Reply
Key Benefits:
- Complete conversation history
- All replies in one place
- Attachment support
- Email notifications
Advanced Features
Custom Fields
💡 Pro Tip: Add custom fields to collect specific information relevant to your support process.
Add custom fields to ticket forms to collect additional information beyond standard fields.
Feature Comparison by Plan
| Feature | Free | Pro | Enterprise |
|---|---|---|---|
| Ticket Management | - | ✓ | ✓ |
| Knowledge Base | - | ✓ | ✓ |
| FAQ System | - | ✓ | ✓ |
| Public Tickets | - | ✓ | ✓ |
Learn More
| Resource | Description |
|---|---|
| 🚀 Getting Started | New to Support Tickets? Start here |
| 🎯 How-To Guides | Step-by-step tutorials |
| ❓ FAQ | Common questions answered |
Ready to try these features? Create your first Ticket