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Support

Tickets

Create and manage support tickets, add internal notes, reply to customers, and use custom fields.

Tickets

Tickets represent escalated support issues that need tracking, ownership, and resolution. Unlike conversations (which are live chat sessions), tickets have a lifecycle, priority, and assignment.

Creating a ticket

Go to Tickets and click New Ticket. Fill in:

  • Title — A short description of the issue
  • Description — Full details
  • Priority — Low, Medium, High, or Urgent
  • Contact or Lead — Link the ticket to an existing person in your CRM. Contacts are identified people tied to an Account; Leads are unidentified people without an Account yet. See CRM — Leads, Contacts, Accounts, Opportunities for the model.
<!-- AUDIT 2026-05-13: TicketDetail.tsx still labels this section "Customer" in the UI (TicketDetail.tsx:152). The DB column on tickets is `customer_id` and the type is split between 'lead' and 'contact'. App-side drift, not article drift — UI label needs to update to "Contact / Lead" to match crm.md vocabulary. -->

You can also create tickets by escalating a conversation from the Inbox. This automatically links the ticket to the Contact or Lead in that conversation.

Ticket statuses

StatusMeaning
OpenNew, not yet assigned
In ProgressBeing actively worked on
WaitingWaiting for customer response
ResolvedIssue has been resolved
ClosedArchived

Update the status from the ticket detail page using the status dropdown.

Priority levels

  • Low — No urgency
  • Medium — Standard response time
  • High — Expedited response needed
  • Urgent — Immediate attention required

Priority is displayed as a colored badge in the ticket list and can be used as a condition in Flows.

Assignment

Assign a ticket to an agent using the Assignee field in the ticket detail view. The assigned agent receives an email notification.

Internal notes

Internal notes are comments visible only to agents — never to the customer. Add a note from the ticket detail view by selecting the Internal Note mode before submitting.

Notes appear in amber. They are useful for documenting investigation steps, leaving context for teammates, or flagging issues.

Replying to the customer

Use the Reply panel in the ticket detail view to send a message directly to the customer via email. Replies are sent from your verified domain and include a ticket reference tag in the subject line so customer replies can be automatically threaded back.

Reply panel shows:

  • The customer's email address
  • The agent sending the reply
  • A confirmation of what address the message will be sent to

Customer replies to your emails are automatically appended to the ticket thread and the ticket re-opens from "Waiting" status if you had set it to wait for a response.

Custom fields

Your administrator may have added custom fields to tickets. These appear below the standard fields on the ticket detail page. Common types include text, number, date, select (dropdown), and boolean.

Custom ticket fields are configured under Settings → Custom Fields → Tickets.

Filtering the ticket list

On the Tickets page, use the filter controls to narrow the list by:

  • Status
  • Priority
  • Assignee

The list defaults to showing all open tickets, newest first.