Support Tickets
Last updated March 13, 2026
Support Tickets
Support tickets let you report issues, request features, and get help from the JourneyFuse team — all without leaving the app. You can track ticket status, reply in threads, and @mention team members.
Creating a Ticket
Navigate to Support in the sidebar and click New Ticket. Fill in:
| Field | Description |
|---|---|
| Subject | A short summary of your issue (up to 200 characters) |
| Description | Details about the problem or request (up to 5,000 characters) |
| Priority | Low, Medium, High, or Urgent |
| Category | Billing, Bug, Feature Request, or General |
Click Submit to create the ticket. JourneyFuse assigns a ticket number and sends a notification to the support team. Workspace admins and owners also receive an email notification (unless disabled in workspace settings).
Ticket Statuses
Each ticket has one of three statuses:
| Status | What it means |
|---|---|
| Waiting on Support | The ball is in JourneyFuse's court — the support team needs to respond |
| Waiting on Customer | The support team has replied and is waiting for your follow-up |
| Closed | The issue has been resolved and the ticket is closed |
Status updates automatically based on who replies — when you send a message, it moves to "Waiting on Support." When the support team responds, it moves to "Waiting on Customer."
Viewing Your Tickets
The Support page shows a table of all your tickets with columns for ticket number, subject, status, priority, category, and creation date. You can:
- Search tickets by subject
- Filter by status to see only open or closed tickets
Click any ticket to open the conversation thread.
Replying to a Ticket
Inside a ticket, type your reply in the message area and click Send. Messages support @mentions — type @ followed by a team member's name to tag them. The mentioned person receives both an in-app and email notification.
Messages in the thread show the sender's name, avatar, and timestamp. Internal notes (visible only to your team) are also supported.
Priority Levels
Priorities help the support team triage your request:
| Priority | When to use |
|---|---|
| Low | General questions, non-urgent feature requests |
| Medium | Issues affecting your workflow but with a workaround |
| High | Problems blocking a specific task with no easy workaround |
| Urgent | Critical issues affecting client-facing features or payments |
Related Articles
- @Mentions — how @mentions work in ticket replies and notes
- Client Notes — adding notes to client and trip timelines
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