Before you start
Put the right records and roles in place.
Put the support staff in the Agent group so the tasks reach their Inbox. To link a requester, have them on file as a Customer or Supplier; a contact name and email work otherwise. To see My Tickets in the Personal workspace, an agent needs an Employee record with their Username.
Documented sequence
From the first message to a reusable solution.
Each stage identifies the action, handoff, or record change that moves the work forward.
- 01
Log the ticket — Support agent
Enter the subject and description, link a customer or supplier or type a contact, and set the priority, category and yourself as assignee. The CASE number is stamped on save and the status shows NEW.
- 02
Triage — Support agent
The Triage task arrives in the Agent group's Inbox. Confirm moves the ticket to CONFIRMED and straight on to IN PROCESS with a Work task; Reject ends it CANCELLED.
- 03
Work the ticket — Support agent
Reply in the ticket's chat thread, or tick Internal for a memo the requester is not meant to see. Request info parks the ticket in AUTHOR ACTION until a non-internal reply brings back the Work task.
- 04
Resolve and close — Support agent
Resolve opens the only form where the Solution field is editable. Write the reusable fix; the ticket closes as CLOSED and the solution feeds the Solutions Knowledge Base report.
Connected work
Carry the record into the next decision.
Related features and workflows reuse the same business records instead of asking teams to rebuild the context.
The SLA timers only stamp SLA BREACHED on the ticket's Escalation field; the task stays in the Inbox until someone acts on it.
A starting point, not a fixed package
Set the desk up the way your team triages.
Ticket statuses, priorities, categories and requester types are pick lists in the settings, and an administrator decides who holds the Agent role. Different SLA times, extra routing steps or new ticket fields can be scoped as a Custom adaptation.
Try BusinessIntentsDecision-stage answers
Work a support ticket FAQs
What is the difference between a reply and an internal note?
A reply is part of the conversation with the requester. A message with Internal ticked is a memo the requester is never meant to see, tinted and badged differently. Only a non-internal reply resumes a ticket that is waiting on the requester.
What happens when an SLA is missed?
If triage sits untouched for one day, or a work stint stays open past three days, the ticket's read-only Escalation field is stamped SLA BREACHED as a flag for the team lead. The task is not cancelled and can still be claimed.
What happens while we wait for the requester?
Request info sets the ticket to AUTHOR ACTION and leaves no open task. As soon as a non-internal reply is posted, the ticket returns to IN PROCESS with a fresh Work task. Several rounds are fine.
Can we log tickets for people who are not on file?
Yes. Leave Customer and Supplier empty, fill in the contact name and email, and set Requester type to Other — or to Employee for internal requests.
Review the real workflow
Work one real support ticket through BusinessIntents.
Use a real record or transaction to compare the documented flow with the way your team works today.