What Clients See on the Tickets Page
Your clients don't see your team's ticket table. When a client opens Tickets, they get a page made for them: what needs their reply, what your team is working on, and a button to start a new request.
New in v4.212.0. Before this release clients saw the same table as your team. Your team's Tickets page is unchanged.
Overview
The client Tickets page has three parts, top to bottom:
| Part | What it shows |
|---|---|
| Waiting on you | Requests your team needs a reply on before it can continue. Only shown when there is at least one. |
| Open requests | Everything else that is still open — your team is working on it. |
| View resolved requests | A link to the client's finished requests, with the number in brackets. Only shown when there are resolved requests. |
A New request button sits at the top of the page.
Each request is one row. The whole row opens the ticket. It shows the subject, the ticket number, when it was opened and how long ago it was last updated, and a badge:
| Badge | Meaning |
|---|---|
| Waiting on you | Your team needs the client's reply. The row also shows Reply →. |
| We're on it | Open, with your team. |
| Resolved | The ticket's status is Closed. |
Within each list, the most recently updated requests come first.
Who Gets This View
The client view is decided by role:
- Users with only client roles (Client Admin, Client Billing, Client Standard, Client Basic) get the client view.
- Anyone with a team role — administrators, editors, system admins, tech and sales roles, contractors — keeps the team's ticket table, with its filters, columns and export. That holds even if they also have a client role.
Using View as on a client user shows you exactly what they see.
Waiting on You
A request is listed under Waiting on you when your team has set its stage to Waiting for Client. (A custom status named Waiting for Client counts too.) The section reads We need a reply from you before we can continue.
To move a ticket here, set its stage to Waiting for Client when you reply with a question. When the client replies and you move it back to your team, it drops into Open requests.
These same tickets also appear on the client's To-Do Center as Reply items.
Open Requests
Every request that isn't closed and isn't waiting on the client is listed under Open requests, with the We're on it badge.
When a client has nothing open and nothing waiting, the page shows No open requests — Need something? Start a new request and we'll take it from there. — with a New request button.
Resolved Requests
Closed tickets are kept off the main list. View resolved requests opens a separate Resolved requests page:
- Each row shows the date the ticket was resolved instead of the opened and updated dates.
- 20 requests per page, with page numbers below when there are more.
- Back to open requests returns to the main list.
- With nothing resolved yet, the page shows No resolved requests yet.
Opening a resolved ticket works as before, including reopening it within your portal's reopen window — see Tracking Ticket Status.
New Request
New request opens the same ticket form your clients used before, so your ticket fields, templates and email notifications are unchanged. See Creating a Ticket.
Clients can also press Cmd+K (Ctrl+K on Windows) and choose New ticket — see Cmd+K: Go To, Create & Search.
Which Tickets Appear
A client sees every ticket whose client is one of the companies they belong to. Tickets for other clients never appear.
- A client user who belongs to more than one company sees tickets for all of them in one list.
- A client user who isn't assigned to any company sees an empty page, not every ticket.
Notes & Gotchas
- The ticket form's own heading still says Create Ticket, even though the button that opens it says New request.
- The client page has no filters, search or columns. Clients who need older history use View resolved requests.
- Waiting on you follows the ticket's stage or status, not who replied last. If you ask a question without setting Waiting for Client, the request stays under Open requests.