Support ticket system

No, your clients are able to raise and reply to tickets simply by sending you an email. There is no need for them to ever login to the app for ticketing, if you don’t want them to.

Yes, you can raise tickets to your clients. This is helpful in situations when your client may have contacted you outside the ticket system (eg. by phone or text). You can raise the ticket to them afterwards, to confirm the details of the conversation you had and to record any next steps / actions.

Yes. You can easily change the member of your team assigned to a ticket. That person will receive a notification when it’s been assigned to them.

It sure is. So, for example, you could set it so that whenever Client A raises a ticket, it’s Teammate A who gets notified. Or whenever Client B raises a ticket, it’s Teammate B who gets notified, and so on ...

Yes. As soon as your client raises a ticket they’ll receive an automated email from you, confirming that you’ve received it.

They also receive a similar automated email from you whenever they reply to a ticket, again letting them know that you’ve received their reply.

Yes, your client will see your reply right within their email, in the same thread each time (ie. each of your replies will not create a new email in your clients inbox).

Yep! This is one of the key benefits of having ticketing and reporting in the same place. Each support ticket and related activity is automatically synced with our client reporting feature. It’s really valuable information to include in reports to clients to show what you’re doing for them and having this synced automatically means you don’t have to spend time adding it all manually.

Glow is unique in the support ticketing world in the way that each ticket is allocated to a website in your account. The first time your client raises a ticket, Glow will try to match the domain name in their email to a domain name in your account. If it can’t do this (eg. if the ticket was raised from a Gmail address) it will ask you to confirm which website the ticket is in relation to. Glow then 'knows’ this person and will allocate all future tickets from them, to the same website.

Yes, this is really easy to do. In the ticket screen, simply select a different website from the dropdown menu in the top left corner and the ticket will be re-allocated there.

Yep! Each ticket has its own unique ID number.

Yes you can. If you think your client has chosen the wrong priority level (eg. 'Urgent' when it’s really only 'Medium'), you’re able to change this from within the ticket. You’ll see a small note appear on the ticket afterwards, confirming the change.

Absolutely! Each time you reply to or close a ticket, you’re able to record the time you’ve spent. This will sync automatically with our time tracking and client report features.

With each ticket, you’re also able to see how much time has been spent on this ticket already and how much time this client has left of their allotted time in this billing period.

Yes you can filter tickets to show only those that you’re assigned to.

Yes, both you and your clients are able to attach files to tickets. The max file size is 5mb.

Yep. You can create logins for members of your client’s team and from there, they’ll be able to view, create and reply to support tickets, as well as other things.

You can 🙂

Head over to the Settings section of your account to fully customise (even change the language) of all ticket email notifications that are sent to your client.