Communicating with Your Team
Clear communication is key to resolving tickets quickly. ClientCove provides several ways to collaborate with your service provider within the ticketing system.
Ticket Comments
Every ticket has a built-in conversation thread. Use it to:
- Provide additional information your team has requested
- Ask clarifying questions
- Share updates related to the ticket
- Confirm that an issue has been resolved
Adding a Comment
- Open the ticket you want to respond to
- Scroll to the comment box at the bottom
- Type your message
- Attach files if needed
- Click Send
Your team will be notified immediately about your comment.
Best Practices for Communication
Follow these guidelines for effective communication:
- Be specific — Include details like error messages, steps to reproduce, or exact dates
- Use one ticket per issue — This keeps conversations focused and trackable
- Respond promptly — If your team asks for information, respond as quickly as you can to keep things moving
- Include screenshots — A picture is often worth a thousand words, especially for visual issues
- Reference related tickets — If your issue is connected to another ticket, mention the ticket number
When to Use Tickets vs Messages
| Scenario | Use Tickets | Use Messages |
|---|---|---|
| Reporting an issue | Yes | No |
| Quick question | No | Yes |
| Formal request | Yes | No |
| Casual follow-up | No | Yes |
| Something that needs tracking | Yes | No |
| General conversation | No | Yes |
Mentioning Team Members
In ticket comments, you can mention specific team members using the @ symbol:
- Type @ followed by their name
- Select the person from the dropdown
- They will receive a notification about your comment
This is helpful when you need a response from a specific person on the team.
Email Notifications & Reply-by-Email
Everyone involved in a ticket — the requester, the assigned tech, ticket administrators, and subscribers — receives an email when the ticket gets a reply, changes status, or is reassigned (v4.1.0+). A few things worth knowing:
- You're never emailed about your own updates, and internal techs-only notes are never emailed to client users.
- Emails render with the portal's Email Designer transactional templates, so they match your branding.
- Each person's notification preferences and quiet hours are respected — updates during quiet hours roll into the daily summary instead.
Who gets emailed when a ticket is opened
As of v4.211.0:
- Tickets opened for a client. When your team, the assistant, a board card or a staff email opens a ticket for a client, that client's active portal users are added to the ticket's subscribers automatically. They get the new-ticket email and every later reply and status email. Staff can remove anyone from the ticket's subscriber list. This does not happen for a ticket the client opens themselves, a ticket an autonomous agent opens, or a ticket for your own internal client.
- Tickets a client opens themselves. The client gets a "Request received" confirmation whose subject starts with
[Ticket #123], so replies stay in the same thread. Staff opening a ticket on a client's behalf don't get this confirmation. - Board cards turned into tickets send the same emails and Slack post as any other new ticket.
- Public support page requests. A request from the public support form gets a ticket number, Open status and Medium priority, shows up in the Tickets list, and notifies your staff and Slack. The requester gets a confirmation with the ticket number only, never the text they submitted, because anyone can type any address into that form. The requester has no portal account, so staff replies are not emailed to them.
- Emailed-in tickets. The confirmation sent back has your portal's From address, a Reply-To and a
[Ticket #123]subject, so the sender can reply into the ticket.
Slack. If Slack is connected, it posts status changes and replies however they happen: the ticket page, the assistant, agent drafts, connected AI tools and email replies. A reply that also changes the status posts both.
Reply straight from your inbox. When the portal has inbound email configured, ticket notification emails can be answered directly from your mail app — your reply is added to the ticket conversation (attachments included) and the rest of the thread is notified. The subject line's [Ticket #123] tag is what routes your reply, so leave it intact.