The Support Ticket activity helps you manage customer questions, issues, and requests in a structured and traceable way. It allows you to register support cases, follow their progress, and keep all communication in one central place. By using support tickets, you gain clear insight into open work, recurring issues, and response history per customer. After reading this guide, you will know how to create, manage, track, and complete support tickets in Tribe.
Table of Contents
How Do I Create A Support Ticket?
How Do I Use And Customise Ticket Phases?
How Can I See Which Tickets Are Still Open?
How Can I Track My Support Tickets?
How Do I Complete A Support Ticket?
How Do I Activate The Ticketing Module?
How Do I Create A Support Ticket?
A support ticket contains all information about an open issue from a customer, such as a problem, a request for information, or a desired change. Each support ticket is an Activity and is always linked to a relation and a contact person.
Support tickets can be created in three ways:
By the customer via email
By the customer via the support portal
Directly in Tribe
Create A Support Ticket In Tribe
Click the + icon in the top bar.
Select Support Ticket.
Enter a clear and descriptive Subject.
Complete the remaining ticket details.
Click Save to finish or Save And Open to continue working on the ticket.
Did you know?
A support ticket is always linked to a contact person of an organisation. You can also create a ticket directly from a contact card by opening the contact and selecting + Support Ticket.
How Do I Use And Customise Ticket Phases?
Ticket phases show the current status of a support ticket and help structure your support workflow.
Default Ticket Phases
Tribe includes the following phases by default:
New – The ticket has been created but not yet processed
In Process – The ticket is actively being handled
Completed – The issue has been resolved
Phases are shown in the bar at the top of the ticket. When a ticket is set to Completed, it is marked as finished and no longer appears in open ticket overviews.
Customise Ticket Phases
You can adapt phases to match your internal processes.
Click Configuration.
Select Activities.
Open Support Ticket.
Go to the Phases tab.
Edit existing phases or click + Add to create new ones.
Mark a phase as Default Value if required.
Mark a phase as End Stage to exclude it from open ticket views.
Click Save.
Drag phases using the handle icon to change their order if needed.
How Can I See Which Tickets Are Still Open?
All support tickets are visible on the Support dashboard. This dashboard provides clear overviews using standard widgets.
Available default widgets include:
My Support Tickets – All open tickets assigned to you
Open Support Tickets – Ticket count per phase
Support Tickets Per Employee – Distribution of tickets across employees
Unlinked Emails Per Mailbox – Emails not yet linked to a ticket or relation
You can also create custom widgets based on support views to show only the columns and data that are relevant to you.
How Can I Track My Support Tickets?
All communication and follow-up actions related to a support ticket are stored within the ticket itself, giving you a complete overview of progress and history.
Within a support ticket, you can:
Add notes by clicking + Note to log calls, meetings, or internal updates
Schedule appointments by clicking + Appointment for calls, visits, or remote sessions
Send emails by clicking + E-mail, ensuring all communication is archived automatically
Create tasks by clicking + Task for yourself or colleagues
Open items are shown under Open, while completed items appear under Done.
Did you know?
If you use the support portal, customers can view ticket status, emails, attachments, and shared notes, and can add notes themselves.
How Do I Complete A Support Ticket?
When an issue has been resolved, you can close the ticket by moving it to a final phase.
Enter the Cause and Solution fields if available.
Click the green Complete button or select the final phase in the phase bar.
Completing tickets helps colleagues resolve similar issues faster by making previous solutions easy to find.
How Do I Activate The Ticketing Module?
The Ticketing module can be activated by administrators in the account settings.
Click the Organisation icon in the top-right corner.
Select Account Settings.
Click Add / Remote Modules.
Enable Ticketing.
Click Get Started.
Quick Summary
Support tickets in Tribe allow you to register, manage, and complete customer support requests in a structured way. You can track ticket progress using phases, keep all communication in one place, and maintain clear overviews through dashboards and widgets. By activating and using the Ticketing module, you gain consistent insight into support work and customer interactions across your organisation.