How to manage customer support tickets in Stacks

The Support module turns Stacks into a simple helpdesk. Every ticket is tied to the same contact record as the rest of your CRM, so the customer you're helping is the same customer you email, invoice and book. Here's how to open a ticket, reply, and keep your queue moving.

Before you start

• The Support module needs to be turned on for your workspace. Like every built module in Stacks, it's free — there's no per-user or per-ticket charge.
• To open a ticket manually you'll need the customer's email. Stacks links it to an existing contact or creates one for you.
• Want your replies delivered to customers by email? Connect your own email (your SendGrid key and from-address) in Settings. Without it, replies are still recorded on the ticket — they just aren't emailed out.

Step by step

1. Open the Support queue. Click Support in the left menu. You'll see every ticket, with tabs across the top for All, Open, Pending, Resolved and Closed (each showing a live count). Unresolved tickets sort to the top, then by priority, then newest first.
2. Create a ticket. Click + New Ticket. Enter a subject and the customer email (both required); name, an opening message, priority and an assignee are optional. Click Create ticket — Stacks finds or creates the contact by email and opens the ticket. Tickets can also arrive on their own from a web form you've marked as support intake.
3. Open the ticket. Click any row in the queue to open it. The full conversation shows oldest message first, with the customer's messages, your team's replies, private internal notes, and system entries (status changes and the like) all in one thread.
4. Reply — or add an internal note. Type in the reply box and click Send reply to answer the customer. Tick Internal note (not sent to the customer) first to leave a private note only your team can see — it's highlighted in amber and never emailed.
5. Set status, priority and assignee. Use the sidebar dropdowns to move the ticket through Open → Pending → Resolved → Closed, set a priority (Low, Medium, High, Urgent), and assign it to a teammate. Each change saves instantly and is logged on the ticket timeline.

Good to know

• Your first reply nudges the status. Sending a public reply on a fresh Open ticket moves it to Pending (waiting on the customer) and stamps your first-response time automatically.
• Resolving and reopening. Marking a ticket Resolved or Closed records when it was resolved; switching it back to Open or Pending clears that so the clock is honest.
• Internal notes stay internal. They're visible to your team on the thread but are never sent to the customer — safe for context, next steps, or a heads-up to a colleague.
• The customer card has your back. Each ticket shows the linked contact's name, email and phone, and flags when they have other open tickets so you don't answer in a vacuum.
• Everything is logged. Status, priority and assignment changes drop a timestamped system entry into the thread, so the history is always clear.
• v1 is outbound email. Replies go out to customers by email; Stacks doesn't yet turn inbound emails into tickets, and there's no customer login portal — those are on the roadmap.

Frequently asked