# Support tickets and knowledge base (Support Ticket)

<p class="lead">Receive and answer customer tickets, organize them by category, and publish articles and FAQs to cut down on repeat questions.</p>

The **Support Ticket** module is your company's help center for your customers. It brings together tickets, the knowledge base, frequently asked questions, and incoming contacts, with an overview in *Dashboard > Support Dashboard*. Use it when support moves beyond personal email and needs history, an owner, and a deadline.

[[roles: Company, Employee]]

!image[Ticket list in the Support Ticket module with customer, subject, category and status](/assets/img/erp/support-ticket.webp)

## Before you start

- Add the people who will handle support as users, in [Users and roles](#/user-management), and give them permission for the module.
- Define your support categories (for example: Billing, Technical, Sales).
- Review the **Support Setting** tab in [Company settings](#/settings).

## Set up support categories and settings

Categories organize tickets and help route each one to the right person.

**Menu path:** *Support Ticket > System Setup* and *Settings > Support Setting*

<ol class="steps">
<li>Open <strong>Support Ticket > System Setup</strong>. The ticket categories screen opens.</li>
<li>Click the <strong>+</strong> button (Create), enter the category name, and click <strong>Save</strong>.</li>
<li>Review the other lists in the setup's internal menu, if any.</li>
<li>Open <strong>Settings</strong>, go to the <strong>Support Setting</strong> tab, review the support options, and click <strong>Save Changes</strong>.</li>
</ol>

## Open a ticket

Record every customer request as a ticket, even those that came in by phone or WhatsApp, to keep the history.

**Menu path:** *Support Ticket > Tickets*

<ol class="steps">
<li>Open <strong>Support Ticket > Tickets</strong>.</li>
<li>Click the <strong>+</strong> button (Create).</li>
<li>Enter the customer details, category, priority, subject, and description of the request. Attach files if it helps.</li>
<li>Click <strong>Save</strong>. The ticket appears in the list, ready to be handled.</li>
</ol>

## Reply to and close a ticket

Support happens inside the ticket, so the entire conversation is recorded.

**Menu path:** *Support Ticket > Tickets*

<ol class="steps">
<li>Open <strong>Support Ticket > Tickets</strong> and click the ticket.</li>
<li>Read the history and write your reply in the message field. Attach files if needed.</li>
<li>Send the reply and update the status as it progresses.</li>
<li>When the issue is resolved, change the status to closed.</li>
</ol>

:::tip
Use the list's status and category filters every day. A forgotten ticket often turns into a bigger complaint.
:::

## Publish knowledge base articles

Articles explain how to solve common problems. Every good article prevents several tickets.

**Menu path:** *Support Ticket > Knowledge Base*

<ol class="steps">
<li>Open <strong>Support Ticket > Knowledge Base</strong>.</li>
<li>Click the <strong>+</strong> button (Create).</li>
<li>Write the article title and content, with clear steps.</li>
<li>Click <strong>Save</strong>.</li>
</ol>

## Maintain the FAQ

The FAQ answers the simplest questions in a sentence or two.

**Menu path:** *Support Ticket > FAQ*

<ol class="steps">
<li>Open <strong>Support Ticket > FAQ</strong>.</li>
<li>Click the <strong>+</strong> button (Create).</li>
<li>Write the question and the answer.</li>
<li>Click <strong>Save</strong>. Review the FAQ whenever the same question shows up in several tickets.</li>
</ol>

## View incoming contacts

The contacts area collects the messages received through the support contact channel.

**Menu path:** *Support Ticket > Contact*

<ol class="steps">
<li>Open <strong>Support Ticket > Contact</strong>.</li>
<li>Read the messages received.</li>
<li>When a message needs follow-up, open a ticket in <strong>Tickets</strong> to record the support.</li>
</ol>

## Monitor the support dashboard

The dashboard shows ticket volume and how it is distributed, so you can adjust your team.

**Menu path:** *Dashboard > Support Dashboard*

<ol class="steps">
<li>Open <strong>Dashboard > Support Dashboard</strong>.</li>
<li>Check the total number of tickets and the distribution by status and category.</li>
<li>Identify high-volume categories and create articles or FAQ entries for them.</li>
</ol>

## Complete flow

1. Set up categories in *System Setup* and settings in *Settings > Support Setting*.
2. Record every request in *Tickets*.
3. Reply inside the ticket and close it when resolved.
4. Turn repeat questions into *Knowledge Base* articles and *FAQ* entries.
5. Track volume on the *Support Dashboard*.

## Frequently asked questions

### What is the difference between Support Ticket and Helpdesk?
Support Ticket is your company's help center for your customers. Helpdesk, a standalone menu item, is a separate ticket channel. See the comparison in [Helpdesk](#/helpdesk).

### What is the difference between the Knowledge Base and the FAQ?
The *Knowledge Base* holds complete, step-by-step articles. The *FAQ* holds short answers to simple questions. Use both together.

### Can I record tickets that came in by phone?
Yes. Open the ticket in *Support Ticket > Tickets* with the customer's details. That way every interaction is in the same history, regardless of channel.

### How do I reduce the number of tickets?
Check the *Support Dashboard* for the categories with the most requests and publish articles and FAQ entries on those topics. Every published answer keeps the same question from coming in again.

## Next steps

Learn about the Helpdesk and see customer service best practices.

:::related
helpdesk, customer-service, settings
:::