This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
What you can do
Track requests that need structured information and a clear lifecycle. Where to find it: Tickets.Before you start
- Ticket access and an available request type.
Steps
1
Create a ticket, choose the request type, and select the requester. Complete the fields marked required.
2
Give it a clear title and enough detail for the next person to understand the request. Choose the permitted status and other fields offered by that type.
3
Save and record the ticket number. Search by that number later, or filter the list by status.
4
Open the ticket to add a public reply for the customer or a private note for staff. Wait for attachments to be ready before sending.
5
Move the ticket through the statuses permitted by its request type. Explain the result to the customer before treating the work as finished.
Example
Create a Refund review request with the order reference and reason, then keep investigation notes private while sending progress updates publicly.Things to know
- Existing tickets retain the rules of the request-type version used to create them. Changing a form does not rewrite every old ticket.
- A ticket field hidden from customers should not be copied into a public reply.
What happens next
The request has a ticket number, a requester and a visible progress state.
If something goes wrong
Related guides
Create customer request forms
Collect the details staff need before a structured request reaches the team.
Offer a customer support portal
Let customers read help articles, submit requests and follow their own conversations.
Reply, add private notes and work together
Keep customer replies separate from internal discussion.