How to View and Manage Client Support Tickets in Britixo Practice Management Software or CRM?

Britixo includes a support ticketing system that allows you to track and respond to client issues. From the client’s profile, you can view all tickets they’ve submitted, open new tickets on their behalf, assign them to support staff, and monitor resolution progress.

This guide walks you through viewing and managing all client tickets within the client profile and explains how staff and clients interact with the support system.

🔹 Step-by-Step: View and Manage Client Tickets

🧭 Access the Client Profile

1. Log in to Britixo at https://britixo.com/app/login.
   
   

2. In the left-hand menu, go to Customers → Clients.
   
   

3. Click the Client Name to open their profile.
   
   

🎫 View Submitted Tickets

4. Inside the client profile, click on the Tickets tab.
   
   

5. You will see a list of all tickets linked to this client, with columns showing:
   
   

• Ticket Number
  
  

• Subject
  
  

• Department (e.g., Support, Billing, Sales)
  
  

• Status (Open, In Progress, Answered, Closed)
  
  

• Priority (Low, Medium, High, Urgent)
  
  

• Assigned Staff
  
  

• Last Reply Date
  
  

6. Click any ticket subject to open the full ticket thread, including messages, replies, and attachments.
   
   

➕ Create a New Ticket for a Client

7. From within the client’s Tickets tab, click “New Ticket”.
   
   

8. Fill in the ticket form:
   
   

• Subject – Enter a short description of the issue.
  
  

• Department – Choose the appropriate support category.
  
  

• Priority – Set urgency (Low, Medium, High, Urgent).
  
  

• Service – Optional; only visible if predefined services exist for the client.
  
  

• Message – Type the initial message or summary of the issue.
  
  

• Assigned Staff – Choose a staff member to handle the ticket.
  
  

• Attachments – Upload supporting files if needed.
  
  

• Send Email Notification to Customer – Toggle to notify the client about the ticket creation.
  
  

9. Click Submit to create the ticket. The client will receive an email (if email notifications are enabled) and can view the ticket in their client portal if ticket access is allowed.
   
   

✏️ Reply or Manage Existing Tickets

10. Open an existing ticket by clicking on its subject.
    
    

11. Scroll to the bottom and enter your Reply Message. You can:
    
    

• Add internal staff-only notes (check "Note" box)
  
  

• Attach files in your response
  
  

• Select Send Email Notification to alert the client
  
  

12. Click Submit Reply to send the message.
    
    

⚠️ Clients will only see public replies, not internal notes.

🗂️ Change Ticket Status or Department

13. While viewing a ticket, you can update its:
    
    

• Status – Open, Answered, In Progress, or Closed
  
  

• Priority – Adjust as needed
  
  

• Department – Reassign the ticket to another department
  
  

• Assigned Staff – Reassign to another team member
  
  

Click Update to save changes. These actions are logged in the ticket thread.

🧑‍💼 Client Portal View

• Clients can open, reply to, and close tickets through their portal (if client portal access is enabled).
  
  

• They’ll receive email notifications for each new reply if your system SMTP is correctly configured.
  
  

• All files exchanged will remain stored within the ticket for future reference.
  
  

🧠 Tip

Use departments to organise support efficiently, and always assign tickets to specific staff for accountability. Use internal notes to collaborate without showing messages to the client.