# Manage customer support tickets — Stacks Features > Run your helpdesk in Stacks: open tickets, reply to customers or add private internal notes, and set status, priority and assignee — all tied to the same contact record as the rest of your CRM. Markdown version of https://stackscrm.com/features/manage-support-tickets — append `.md` to any page URL on this site (homepage: https://stackscrm.com/index.md). Index: https://stackscrm.com/llms.txt · Full site in one file: https://stackscrm.com/llms-full.txt --- #### Getting started - [Create your account](https://stackscrm.com/features/create-account-set-up-workspace) - [Invite your team](https://stackscrm.com/features/invite-team-set-roles) - [Your dashboard, explained](https://stackscrm.com/features/dashboard-tour) #### CRM - [Import your contacts](https://stackscrm.com/features/import-contacts) - [Add a contact](https://stackscrm.com/features/add-contact) - [Organize with tags](https://stackscrm.com/features/organize-contacts-with-tags) - [Manage your pipeline](https://stackscrm.com/features/manage-sales-pipeline) - [Add custom fields](https://stackscrm.com/features/add-custom-fields-to-contacts) - [Capture leads with a form](https://stackscrm.com/features/capture-leads-web-form) - [Export your contacts](https://stackscrm.com/features/export-contacts) #### Email marketing - [Send a campaign](https://stackscrm.com/features/send-email-campaign) - [Set up a drip sequence](https://stackscrm.com/features/email-drip-sequence) - [Grow your list](https://stackscrm.com/features/grow-email-list-opt-in-forms) #### Reviews - [Request a review](https://stackscrm.com/features/request-customer-reviews) - [Reply to reviews](https://stackscrm.com/features/reply-to-reviews-with-ai) - [Add the reviews widget](https://stackscrm.com/features/add-reviews-widget) #### Invoicing - [Create an invoice](https://stackscrm.com/features/create-and-send-invoice) - [Send an estimate](https://stackscrm.com/features/send-estimate-quote) - [Get paid online](https://stackscrm.com/features/payment-links) - [Recurring invoices](https://stackscrm.com/features/set-up-recurring-invoices) - [Expenses & profit](https://stackscrm.com/features/track-expenses-and-profit) - [Projects & billable time](https://stackscrm.com/features/bill-project-time) - [Ask AI about your numbers](https://stackscrm.com/features/ask-ai-financial-questions) #### Scheduling - [Set your availability](https://stackscrm.com/features/set-availability-take-bookings) - [Create an appointment type](https://stackscrm.com/features/create-appointment-type) - [Share your booking link](https://stackscrm.com/features/share-embed-booking-link) #### Support - [Manage support tickets](https://stackscrm.com/features/manage-support-tickets) #### Tasks & time - [Create & manage tasks](https://stackscrm.com/features/create-manage-tasks) - [Track & bill time](https://stackscrm.com/features/track-and-bill-time) #### AI & automation - [Turn on AI](https://stackscrm.com/features/turn-on-ai) - [Build an automation](https://stackscrm.com/features/build-an-automation) #### Connecting your tools - [Connect Stripe](https://stackscrm.com/features/connect-stripe-payments) - [Connect email provider](https://stackscrm.com/features/connect-email-provider) - [Connect Twilio (SMS)](https://stackscrm.com/features/connect-twilio-sms) - [Google Business Profile](https://stackscrm.com/features/connect-google-business-profile) - [Email deliverability](https://stackscrm.com/features/email-deliverability-spf-dkim-dmarc) #### Workspace and additional guides - [Review agent approvals](https://stackscrm.com/features/review-agent-approvals) - [Manage companies](https://stackscrm.com/features/manage-companies) - [Import from another CRM](https://stackscrm.com/features/import-crm-records) - [Manage email templates](https://stackscrm.com/features/manage-email-templates) - [Manage appointments](https://stackscrm.com/features/manage-appointments) - [Set up standing appointments](https://stackscrm.com/features/recurring-appointments) - [Review feedback reports](https://stackscrm.com/features/review-feedback-reports) - [Create review story images](https://stackscrm.com/features/manage-review-stories) - [Configure customer reviews](https://stackscrm.com/features/configure-reviews) - [Manage workspace settings](https://stackscrm.com/features/workspace-settings) - [Manage the product catalog](https://stackscrm.com/features/manage-products) - [Configure email alerts](https://stackscrm.com/features/configure-email-alerts) - [Use API keys and MCP](https://stackscrm.com/features/api-and-mcp-access) - [Read API activity](https://stackscrm.com/features/api-activity) - [Connect incoming lead webhooks](https://stackscrm.com/features/connect-lead-webhooks) - [Manage billing and AI credits](https://stackscrm.com/features/manage-billing-and-credits) - [Read workspace activity](https://stackscrm.com/features/workspace-activity) - [Request help from Stacks](https://stackscrm.com/features/request-platform-help) - [Triage platform requests](https://stackscrm.com/features/platform-request-triage) [Features](https://stackscrm.com/features) › [Support](https://stackscrm.com/features#support) › **Manage support tickets** # How to manage customer support tickets in Stacks Support · about 4 min · updated Aug 2026 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. 💡 **The module is free.** Managing your own customers' tickets costs nothing — it's your helpdesk for your customers. That's separate from Stacks' optional **$99/mo AI Pro plan**, which adds AI and priority support for *you*. Different thing entirely. ## 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 Where do tickets come from? Two places today: you create them with **+ New Ticket**, or they open automatically when someone submits a web form you've set as a **support intake** form. (Inbound email-to-ticket isn't in this version yet.) Will the customer actually get my reply? If you've connected your own email, a **public reply** is emailed to the customer. **Internal notes** are never emailed. With no email connected, replies are saved on the ticket but not sent. Can customers log in to see their tickets? Not in this version — there's no customer portal yet. You correspond by email, and the whole thread lives on the ticket for your team. Was this helpful? ## Related articles [Set up a support intake form →](https://stackscrm.com/features/) [Assign and prioritize tickets →](https://stackscrm.com/features/) [Import your contacts →](https://stackscrm.com/features/import-contacts) [Connect your email for replies →](https://stackscrm.com/features/connect-email-provider) ### Ready to run support in one place? 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