Support ticket system
Manage customer requests, assign agents, track statuses and reply with AI assistance — all in one place.
No external helpdesk tool needed. The ticket system is part of the Entexia platform and integrates with CRM, customer portal, and billing.
How the ticket system works
From the first request to resolution — every step is tracked and documented.
Request statuses
Every request goes through clearly defined phases from intake to closure.
New request awaiting assignment
Agent is actively working on the request
Request awaiting customer reply
The matter was resolved with a reply
Request is archived and locked
Ticket intake channels
Requests come from different sources — the platform automatically unifies them into a single flow.
Customer logs in and submits a request through the secure web portal.
Customer email is automatically converted into a ticket with all metadata.
Embedded form on your website directly opens a new request.
Agent manually opens a request for a phone call, in-person meeting, or internal task.
Two views — one system
Agents see the complete overview, customers see only their own requests.
- All requests with filters and search
- Agent assignment and priorities
- Internal notes visible only to the team
- AI reply suggestion with one click
- Customer credit balance in real time
- Complete communication history
- Statistics and SLA reports
- Overview of all personal requests
- Submit a new request with description
- View agent replies
- Request status in real time
- Email notification on change
- View credit balance
- Requests protected with password
What it looks like in practice
Realistic preview of the agent interface, customer portal, and statistics.
Ticket overview and counters
Agent sees the state of all tickets with live counters.
Agent replies to a ticket
Conversation thread with replies, internal notes, and AI button.
Customer adds a comment in the portal
The customer portal is a private page, password-protected, separate from the agent interface.
How it all works in practice
Below are all the key steps explained - from the customer's first message to closing the ticket and deducting credits. Everything is designed so no message goes through the wrong channel.
How a customer adds a reply to a ticket
Once a customer submits a ticket, they don't lose contact with it. They can return to the customer portal at any time, review the full conversation with the agent, and add a new message. This is especially useful when the customer forgot to mention something, wants to confirm the solution worked, or when the issue reoccurs.
- 1Log into the portalCustomer visits the customer portal and logs in with their credentials.
- 2Finding the ticketIn the list of their tickets, they find the one they want to add to.
- 3Writing the messageAt the bottom of the page is a text field. The customer types their message in any length - short or longer.
- 4Click Add commentThe message is immediately visible to the agent. The ticket status automatically returns to Open so the agent notices the new message.
What is an internal note and why it exists
An internal note is a special type of message that an agent writes within a ticket, but it is visible exclusively to members of the support team. The customer absolutely never sees it - neither in the portal nor in any email. It is intended for team communication: logging phone calls, agreements, warnings for colleagues, or internal instructions.
- 1Opens the ticketAgent opens the ticket in the intranet system.
- 2Clicks Internal noteInstead of the Send reply button, they click the Internal note button. The text field turns yellow as a visual cue that the message will not go to the customer.
- 3Types the note and savesThe note is saved and displayed in the conversation with a yellow background and lock icon.
What happens when the agent clicks Send reply
When an agent writes a reply and clicks Send reply, the system simultaneously does two things: saves the reply in the ticket conversation thread where the customer sees it in the portal, and immediately sends the customer an email with the reply content. The customer does not need to constantly check the portal - the email notifies them that a new message has arrived.
Dear John,
agent Maja K. has replied to your ticket.
- agent sends a reply to the ticket
- ticket status changes
- ticket is marked as resolved
- agent internal notes
- changes to internal ticket settings
- agent assignment (not visible to customer)
When and how a credit is deducted from the customer's balance
The credit model is designed for businesses that offer paid services - for example fortune-telling, personal consulting, coaching, or legal assistance. Each customer has a credit balance that they top up in advance through a subscription or one-time payment. A credit is deducted when the agent adds a comment or reply to the customer's question - that is, when the agent actually does their work and delivers a solution or explanation to the customer. Submitting a ticket and customer comments do not consume credits.
Customer writes a question or problem description and clicks Send. Nothing is deducted - submitting a ticket is free, regardless of how much text is written.
Customer writes new messages, clarifies the issue, adds images or information. Customer comments never deduct credits - the customer is the one seeking help, not providing it.
When the agent writes a reply and clicks Send reply - that is, when they actually deliver their solution, advice, or explanation to the customer - the system deducts the configured number of credits from the customer's balance at that moment. Credits are only deducted for agent replies, not for internal notes. Sending an email to the customer is just a consequence of the agent's reply, not a separate step.
The customer sees their credit balance in the portal next to each ticket. The agent sees the customer's balance in the ticket sidebar before writing a reply - so they know if the customer has enough credits.
If the customer does not have enough credits, the agent sees this in the sidebar before replying. The decision whether to send a reply anyway or first notify the customer about the empty balance is in the agent's hands.
Administrator can manually add or remove credits from a customer's balance. Suitable for error corrections, compensation, or promotional credits.
AI suggests a reply in seconds
When an agent opens a request, they click 'AI suggests reply'. The model analyses the request content, communication history and returns a reply suggestion. The agent reviews it, edits if needed, and sends.
- Tailored to the request context
- Considers communication history
- Agent has the final say before sending
- Speeds up reply by 60–80 %
Hello, thank you for your message. Your request has been received. Our team will reply within 24 hours. For urgent matters, please call us at ...
Credit model for paid services
Ideal for consulting, fortune-telling and services with limited access.
Customer acquires a credit balance via subscription or one-time payment.
Customer submits a request or question via the portal.
Upon resolution, the defined credit amount is automatically deducted.
All features
The ticket system in Entexia includes everything you need for professional customer support.
With one click, get an AI-generated reply suggestion tailored to the request content.
Classify requests by category (technical, billing, general...) and priority (low–urgent).
Agents leave internal notes visible only to the team — the customer doesn't see them.
Customer automatically receives an email on every status change or new reply.
Set SLA deadlines for each priority and trigger an alert before the deadline.
For paid services, credits are automatically deducted when a request is resolved.
The customer has their own password-protected portal with all their requests.
Every status change, reply, and action is recorded with a timestamp and author.
Frequently asked questions
What is the ticket system in Entexia?
The ticket system is a built-in module for managing customer requests and internal tasks. Every request gets its own tracking, status, responsible agent, and communication history. It works through the customer portal, email, manual entry, or a web form.
Can customers see the status of their requests?
Yes. Every customer gets access to the customer portal, where they can see all their requests, agent replies, and communication history. The portal is private and password-protected.
How does AI assistance work when replying?
When an agent opens a request, they can click 'AI suggests reply' to get an automatic response proposal based on the content of the request and your knowledge base. The agent reviews and confirms or edits before sending.
Does the ticket system support credit billing?
Yes. For fortune-telling, consulting, and similar services, we support a credit model: the customer has a credit balance, and each request deducts a certain number of credits. Agents see the balance in real time.
How many request categories does the system support?
The system supports: general, technical, billing, feature request, fortune-telling, SMS consulting, and other. You define the categories based on your business.
Is the ticket system included in the subscription?
Yes, the ticket system is part of the Entexia platform and does not require additional payment or third-party integration. It is included in every subscription from the Starter plan onwards.
Try the ticket system for free
7 days free, no credit card required. The ticket system is built into every subscription.
Start for free