---
title: "How to Manage Support Tickets"
description: "Track, prioritize, and resolve customer issues efficiently using ClearCRM’s support ticketing system."
url: https://help.clearcrm.com/en/articles/11502061-how-to-manage-support-tickets
collection: "Support"
updated: 2026-05-21
language: en
---

# How to Manage Support Tickets

Track, prioritize, and resolve customer issues efficiently using ClearCRM’s support ticketing system.

Support tickets are the heart of your customer service workflow in ClearCRM. From one central view, you can track issues, assign staff, and provide fast responses.

## Step 1: Navigate to Support

From the left-hand navigation menu:

-   Expand **Service**
    
-   Click on **Support**
    

You’ll land on a ticket table showing all submitted issues with columns like:

-   **Tags**
    
-   **Departments**
    
-   **Service**
    
-   **Contact**
    
-   **Status** (e.g., Open, In Progress, Answered, On Hold, Closed)
    
-   **Priority**, and more
    

Use the **status filters** at the top to view tickets by their current progress.

## Step 2: View Weekly Ticket Stats

Click the **Weekly Stats** button to open a summary panel showing:

-   Total tickets per week
    
-   Resolution rates
    
-   Overall support volume trends
    

Click the same button again to collapse the panel when done.

## Step 3: Create a New Ticket

Click the **New Ticket** button and fill in:

-   **Subject**
    
-   **Contact**
    
-   **Department** (e.g., Web or Mobile)
    
-   **Detailed Description** of the issue
    

Optional features:

-   Insert a **predefined reply**
    
-   Add a **Knowledge Base link**
    
-   Assign the ticket to a **staff member**
    
-   Set **priority**
    
-   Upload **attachments**
    

Click **Open Ticket** to create and track the issue.

## Step 4: Share the Public Ticket View

Each ticket has a **public view**:

-   Hover over the ticket
    
-   Click **View Public Form**
    

This link can be shared externally or embedded—for transparent updates and better customer communication.