Tickets
Opening, answering and tracking support tickets.
- How do I change a task's type (Task, Ticket or Assignment)?Click the type badge at the top of the task page, next to the task ID, and choose Task, Ticket or Assignment.Projects & tasks
- Can I reply or upload files on the ticket status page?No. The ticket status page is read-only and shows the status and email history. To add to your ticket, reply by email.Help desk & customers
- How do I add an email signature to my ticket replies?Create a signature on your profile page under "Email Signatures", then pick it from the signature menu when replying…Help desk & customers
- How do I add more information to my ticket?Reply to any email about your ticket and keep the ticket number in the subject line. Your reply is added to the same…Help desk & customers
- How do I check the status of my ticket?Go to the Check Ticket Status page (your support site's address followed by /ticket/login) and enter your email…Help desk & customers
- How do I open a support ticket by email?Send an email to the company's support address. Every new email (one that isn't a reply to an existing ticket) becomes…Help desk & customers
- How do I reply to a customer from a ticket?Open the ticket, go to its "Email" tab, type your reply at the bottom and click the send button. The email goes to the…Help desk & customers
- How does the support inbox turn emails into tickets?WorkHub checks your company's support mailbox about every 5 minutes. Each unread email either becomes a new ticket or…Help desk & customers
- I didn't get a confirmation email for my ticket. What happened?Give it a few minutes and check your spam or junk folder first. The support inbox is only checked about every 5…Help desk & customers
- What is the "How did we do?" email, and how do I rate my ticket?It's a short satisfaction survey sent once, when your ticket is completed. Click a score from 1 (Poor) to 5 (Great)…Help desk & customers
- Why can't I see a project or ticket in the client portal?The portal only shows projects that the company has linked to your client record, and tickets that came from your…Help desk & customers
- Why didn't an email become a ticket?The most common causes are that someone already opened the email in the mailbox, the sender is blocked, the email was…Help desk & customers
- Why does the ticket page say "No ticket found"?The email address and ticket ID you entered don't match the same ticket. Both must belong to the ticket exactly as it…Help desk & customers
- Why was my ticket closed or marked completed?A team member marked it Completed when they believed your request was resolved. WorkHub never closes tickets…Help desk & customers
- Why wasn't I notified when a customer replied to a ticket?WorkHub doesn't send a notification when a customer's reply is added to an existing ticket. The reply simply appears…Help desk & customers
- The agent can't see a ticket or won't connect. What should I check?Most problems come from the agent being turned off, the ticket's project not being ticked, or the connection having…Admin & billing
- What happens when the agent escalates a ticket?When the agent decides a ticket needs a person, it escalates it. The ticket is assigned to your escalation contacts…Admin & billing