Manage and respond to incoming support requests from your customers and prospects.

Check your plan

Helpdesk ticketing is included with Kartra Growth, Professional, and Enterprise plans. Review or change your subscription in your account Billing.

Access support tickets

  1. Go to Helpdesks > Tickets
    By default, all tickets for all helpdesks and departments are displayed. Use the menu drop-downs and advanced filters to narrow the results depending on where you want to work.

Filter tickets

Tickets show the helpdesk and department they are in and a unique Ticket ID. The date and time of the most recent action are shown in the upper right.

Ticket face showing details

Open and manage support tickets

Click the subject of the ticket to open it:

  • Read the contents of the message
  • Click the sender’s name to open their lead profile
  • See and add ticket labels
  • Review ticket and chat history
  • Review purchase history

Kartra ticket view

Use the buttons at the bottom of the message to respond or manage the ticket.

  • Postpone the ticket to a future date. Postponed tickets reactivate at 12:00am on the date chosen.
  • Transfer the ticket to a different agent. Assigning tickets can help keep your support organized and track agent productivity.
  • New reply opens a rich text message window where you can respond to the ticket or add a private note.

Reply to a ticket